Level 2 IT Help Desk Support Specialist

Job Description

Job Description

Are you the person friends and coworkers call when technology isn't cooperating? The one who enjoys troubleshooting issues, figuring out how things work, and helping others get back on track? Who can stay patient under pressure, communicate technical information in a way others understand, and take pride in providing exceptional customer service?

We're seeking an IT Help Desk Support Specialist to support Catholic Charities Fort Worth staff by providing technical assistance, maintaining technology resources, and helping employees stay connected and productive. You'll have the opportunity to work with a variety of hardware, software, and Microsoft 365 technologies while partnering with employees across the organization to deliver reliable, responsive support.

Top Accountabilities

• Complete Incoming IT Support Requests
• Maintain and Refresh Equipment (Maintain Microsoft 365 Environment)
• Procure, Configure, and Issue Equipment

What will you be doing in your role?

Complete Incoming IT Support Requests

• • Provide second-level IT support for employees by responding to and resolving a wide range of technical issues, new user provisioning, printer and copier support, end-user trouble tickets, telecommunications troubleshooting, and other technology-related requests.
  • Assess, prioritize, and respond to IT incidents and service requests in a timely and efficient manner, escalating complex issues when appropriate. Manage incident and service request tickets in accordance with established service level agreements (SLAs).
  • Deliver comprehensive end-user support for hardware, software, network connectivity, and business applications.
  • Troubleshoot and resolve technical problems to minimize business disruption and ensure optimal system performance.
  • Administer user accounts, system access, and provisioning/deprovisioning activities while adhering to security and compliance standards.
  • Maintain accurate documentation of support activities, issue resolutions, and knowledge base articles to support continuous improvement and knowledge sharing.
  • Collaborate with IT teams, vendors, and business stakeholders to ensure effective issue resolution and service delivery.
  • Contribute to the ongoing improvement of IT support processes, procedures, and user experience.
  • Support user onboarding and offboarding by creating and terminating logins and setting up and configuring computers.
  • Provide event media support, including microphones, cameras, and virtual meeting technology.

Maintain and Refresh Equipment (Maintain Microsoft 365 Environment)

• • Maintain, deploy, and refresh IT hardware, including desktops, laptops, mobile devices, printers, copiers, and related peripheral equipment to ensure reliable and efficient operations.
  • Install, update, patch, and support software applications and operating systems to maintain security, performance, and compliance with organizational standards.
  • Provide technology support by assessing hardware, software, and system performance issues and recommending appropriate solutions or upgrades.
  • Perform routine system maintenance and technology assessments to identify risks, improve reliability, and support business needs.
  • Assist with the evaluation, testing, implementation, and ongoing support of new technologies, hardware, and software solutions.
  • Collaborate with IT teams and vendors to troubleshoot technical issues, coordinate equipment replacements, and ensure the effective delivery of technology services.
  • Maintain and update media equipment, including quad equipment, Microsoft Teams Rooms, and Smart Boards.

Procure, Configure, and Issue Equipment

• • Procure IT equipment and related technology assets, including computers, laptops, mobile phones, accessories, and peripherals, to support business operations.

  • Coordinate the ordering, receipt, deployment, and replacement of technology hardware to meet organizational needs.

  • Manage and maintain the corporate Purchasing Card (P-Card) program in accordance with company policies and purchasing guidelines.

  • Maintain accurate records of purchases, expenditures, and assigned technology assets.

  • Collaborate with vendors and internal stakeholders to ensure timely acquisition, delivery, and support of IT equipment.

Are you the next IT Help Desk Support Specialist?

• High school diploma or equivalent required
• Minimum of one-year experience utilizing a variety of computer hardware, software, and networking in a support role
• Minimum of one-year experience in customer support using a help desk platform
• Reliable transportation and the ability to travel to remote locations for support tasks, as necessary
• Must have and maintain a current Texas driving license and evidence of automobile liability insurance
• Microsoft 365 Administration – 1+ years of experience with User Administration, Intune management, SharePoint Administration
• Experience managing Microsoft Defender XDR preferred
• Familiarity with RMMRM tools for endpoint support and patch management
• Experience with a non-profit agency preferred
• Experience managing users in a cloud-based environment preferred
• A+ Certification preferred
• Must be able to lift and move equipment weighing up to 50 lbs
• Ability to provide consistent, on-site support at least 4 days per week at our Fort Worth office

Here's the good stuff...    

• Full-time position with a starting salary of $48,000 . Final offer is determined by relevant experience, work history, education and internal equities.
• Medical/ Dental/ Vision/ Short Term Disability/ Accident Insurance/ Hospital Indemnity Insurance/ Critical Illness/ ID Shield
• Health Savings Account- CCFW contributes $110 per month .
• 100% Company paid Long Term Disability
• 100% Company paid Basic Life and AD&D Insurance
• 16 paid Holidays (including being closed Christmas Eve through New Years Day)
• Tiered PTO Accrual by tenure:
  • Vacation Time- 100 hours in your first year .
  • Sick Time- 48 hours in your first year .
• 403(b) with employer match from day one-  up to 6%
• 3 weeks paid parental/critical illness leave
• Employee Assistance Program
• CCFW Participates in the Public Service Loan Forgiveness program ( PSLF )
• Mentorship Program
• Wellness Program
• Financial Coaching 

I'm in! Next steps
We want to know more about you! To proceed through our process, we need your... 

• Completed Application
• Resume
• Culture Index Survey 

Apply on our website:

Be sure to complete all fields so we know who to contact.

Working at Catholic Charities Fort Worth

You'll join a mission-driven team and agency dedicated to supporting our clients. We have been entrusted with a 116-year legacy of doing good and we have set forth a bold goal of ending poverty in our community. Our services are uniquely positioned to address a myriad of key factors that keep families from reaching their bigger, brighter future. We have identified five different areas, or pathways, in which our programs create impact: financial resiliency, education credentials, emotional resiliency, resource stability, and employment. And we're growing our team to make it all happen!  Though we are guided by our Catholic Faith, you do not have to be Catholic to join our team or receive services.

Due to the volume of responses, only qualified parties will be contacted. No phone calls, please. Catholic Charities Fort Worth is an equal-opportunity employer