Desktop Support/Help Desk Technician II

Catholic Charities is a place where miracles happen every day in the lives of more than 22,000 individuals every year. Join us in this incredible work and be a miracle to someone today.

JOB SUMMARY: To provide desktop support and level two troubleshooting and assistance to local and remote staff as part of the Help Desk.

JOB DUTIES: 

1. Attain high customer satisfaction by excitedly assisting Agency employees through technological challenges.  Be patient, empathetic, and passionately communicative throughout.
2. Actively participate and ensure coverage on the HelpDesk phone to support end users.  Address HelpDesk support tickets in a timely fashion.  
3. Troubleshoot more advanced computer hardware, software and/or network connectivity issues.  Escalate extremely difficult/complex issues as required.
4. Critically examines existing systems and tools, offering suggestions to improve system functionality and performance for users and the agency. Becomes a Subject Matter Expert (SME) on one or more key systems as assigned.
5. Serve as project lead for initiatives and efforts as assigned.
6. Deploy, revoke, and reroute Employee access to Agency resources, such as: network and folder access, email accounts, phone extensions and voicemail, cell phones, centralized print management, badge building access.
7. Install hardware and peripheral components such as monitors, keyboards, mice, disk drives, PC’s, etc.
8. Installs new and/or approved software packages and operating systems.
9. Clean, modify and repair computer hardware including monitors, keyboards, and printers.
10. Trains users on proper use of hardware and software.
11. Maintains accurate inventory.
12. Serve as local point of contact for outside vendors coming in to perform work.
13. Provides guidance, training, mentorship, and expertise to Level 1 Help Desk Technicians.
14. Promote ongoing commitment to excellence and continual quality improvement to ensure the highest quality of services to our staff and clients.
15. Performs other duties as assigned.

JOB REQUIREMENTS:

1. Education /Background:  Minimum of a High School Diploma or GED equivalent with2 years of experience in field. 
2. Job Knowledge:  Strong customer service skills; Egnyte, Active Directory, and/or Microsoft Hyper-V experience a plus. Has demonstrated an advanced knowledge and support capability for two or more relevant categories of agency IT infrastructure (ie networking, cloud systems, data center,   AD, Office applications, etc) 
3. Working Conditions/Physical Demands: Must be able to stoop, bend, squat, sit on floor and ambulate over uneven floor surfaces including stairs and steps. Must be able to visually and auditory assess and interact with staff to ensure their needs on problems are resolved. May lift up to 40 pounds. Extensive keyboard and data entry. Travel within the state will be required.  Must be able to perform intricate hand-eye coordination skills. 
4. Other requirements:

1. Valid AZ driver’s license, reliable transportation and ability to show proof of registration/insurance.
2. You must be 21 years of age or older to drive on behalf of Catholic Charities.
3. Level One Fingerprint Clearance or ability to obtain fingerprint clearance; must maintain clearance.
4. A certification and Network certification preferred for position. 

Offering AMAZING benefits: Medical, Dental, Vision, Basic Life, Short-Term Disability, Vacation, Sick Time, 13 Paid Holidays, Flexible Spending Account (FSA), 403(b) match, EAP and Pension Plan

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