Help Desk I

POSITION OVERVIEW:

The Help Desk I is responsible for providing first-level technical support to the organization's staff and clients. This role involves handling and resolving basic IT issues, such as but not limited to, password resets, employee onboarding and offboarding, and unlocking user accounts. This position will also escalate complex issues to higher-level IT staff.

ESSENTIAL DUTIES & RESPONSIBILITIES:

IT Support:

• Respond to IT service requests from staff and clients via ticketing system.
• Diagnose and troubleshoot basic IT issues, such as but not limited to, password resets, employee onboarding and offboarding, and unlocking user accounts.
• Provide clear and timely communication to users regarding the status and resolution of their issues.
• Document and update IT issues and solutions in the ticketing system.
• Escalate complex issues to higher-level IT staff or external vendors as needed.
• Follow up with users to ensure their satisfaction and collect feedback.

IT Maintenance:

• Perform routine maintenance tasks on IT equipment, such as updating software, cleaning hardware, and replacing consumables.
• Monitor and report on the performance and availability of IT systems and services.
• Assist with IT inventory management, such as ordering, receiving, and disposing of IT assets.
• Assist with IT security tasks, such as enforcing policies, conducting audits, and applying patches.

IT Collaboration:

• Work closely with other IT team members to share knowledge, coordinate tasks, and support projects.
• Participate in IT training and professional development activities.
• Support the organization's mission and values by using IT tools and resources effectively and responsibly.

Other Duties:

• Demonstrates cultural competency and the ability to interact effectively with people of different cultures, socio-economic backgrounds, and cognitive abilities without bias.
• Ensures all safety procedures and practices are followed and enforced, and that safeguards and personal protective equipment are used when appropriate.
• Demonstrates the ability to work with confidential information and comply with established policies, procedures, and practices.
• Demonstrates a willingness to gain and possess thorough knowledge of Lanakila Pacific’s programs and seek ongoing educational opportunities related to the position.
• Provides support to other departments as needed.
• Performs other reasonably related business duties as assigned, including but not limited to program promotion, representing the organization at events, and fundraising activities.
• Completes training as mandated by organizational policy.

KEY SELECTION CRITERIA:

Competencies:

• Technical Skills:
  • o Proficiency in using common IT tools and applications, such as Windows, Office 365, and web browsers.
  • o Ability to handle and resolve basic IT issues, such as password resets, software installation, printer configuration, and network connectivity.
  • o Experience with ticketing systems and remote support tools is a plus.
• Customer Service Skills:
  • o Ability to provide friendly, courteous, and professional IT support to staff and clients.
  • o Ability to communicate clearly and effectively, both verbally and in writing.
  • o Ability to listen actively and empathize with users' needs and frustrations.
  • o Ability to follow up and follow through on IT issues and requests.
• Teamwork Skills:
  • o Ability to work collaboratively and cooperatively with other IT team members and departments.
  • o Ability to share knowledge and learn from others.
  • o Ability to escalate issues and seek assistance when needed.

MINIMUM REQUIREMENTS

Required:

• Education:
  • o High School diploma or equivalent with one year of experience in IT support or customer service.
  • o Relevant certifications in IT Support or Customer service are desirable.
• Experience:
  • o Minimum of one year of experience in providing IT support or customer service
  • o Familiarity with common IT tools and applications, such as Windows, Office 365, and web browsers.
• Clearance/Certification: 1) TB clearance, 2) Criminal background check, 3) Pre-employment drug testing 4) Child Protective Services/Adult Protective check, 5) Military Base access (obtain on the job)
• Valid driver's license and clean driver's abstract

WORKING CONDITIONS/HOURS:

• Monday through Friday, normal business hours 7:30 am – 4:30 pm. Hours and work days, including weekends and holidays, may vary due to operational needs and contract requirements. Indoors, office setting and telework available, occasionally outdoors; may travel to see employees, other program sites, meeting sites, etc., as required.