IT Service Desk Technician (FT)

SUMMARY: Reports to the IT Service Desk Manager; assists in the operations of the IT Service Desk by providing installation, troubleshooting and user support to Pastoral Center, parish and school users and staff. This position requires initiative to prioritize activities and tasks, the technical expertise to troubleshoot and resolve problems and the skills to effectively communicate with users. Support is provided in-person, over the phone and remotely. The IT Service Desk provides management and support for computers (primarily Microsoft Windows and a small number of Apple OSX), peripherals (printers and scanners), and mobile devices (Android, iPhone and iPad). The IT Service Desk also supports end users in the proper use of office productivity applications including Microsoft Office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Level 1 technical support for Service Desk requests (tickets, calls, emails, in-person).
• Utilize remote desktop tools to assist users working off-site.
• Install, configure, and troubleshoot hardware and software, including computers, laptops, printers, VOIP phones, Office 365, and other select applications.
• Collaborate with technical staff to ensure computers, networks, printers, phones, and AV equipment are working.
• Provide guidance and support to users in the use of technology including business applications.
• User account administration and support (Active Directory and Office 365), e.g., password resets.
• Adhere to procedures for logging, reporting, and monitoring Service Desk operations.
• Ability to determine if an issue is network related.
Author and update help articles aimed at assisting users.

QUALIFICATIONS:

• Formal Education & Certification
  • College diploma or university degree in the field of computer science, information systems or related field and 3 years IT Service Desk experience. Equivalent work experience will be considered.
  • Professional Certifications (CompTIA A , Network , Security , CCNA, MCSE Desktop Infrastructure and/or Apple Certified Associate or Support Professional) preferred.

• Knowledge & Experience
  • Technical knowledge of Windows 10, Windows 11 and working knowledge of OSX.
  • Hands-on hardware troubleshooting experience.
  • Extensive experience in support of an office environment including remote users.
  • Simple networking experience is a plus.

• Other Attributes
  • Good organization and communication skills.
  • Ability to conduct research into issues and new products when required.
  • Ability to prioritize tasks and activities.
  • Ability to discern when to request help or escalate tickets to Level 2 and 3.
  • Ability to communicate effectively by e-mail and phone.
  • Strong service orientation.
  • Self-motivated and disciplined.
  • Willingness to support the mission of the Catholic Church.
  • May require occasional off-hour work for special projects.
  • Must have access to reliable transportation and be willing to occasionally travel off-site.
  • This is a full-time IT services position that requires a fulltime presence at the Service Desk at the Pastoral Center in Braintree.

PHYSICAL PERFORMANCE ELEMENTS:

• Ability to use a computer keyboard for up to 8 hours/day.
• Ability to sit for up to 8 hours/day.
• Able to perform deskside support as needed.
• Ability to lift up to 50 pounds.

To apply, please email a cover letter and resume to hr_staffing@rcab.org

The duties and requirements described above are representative of those encountered during performance of the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.