What are the responsibilities and job description for the Desktop Support Specialist position at Volunteers of America Colorado?
Description
WHO WE ARE
Volunteers of America Colorado is a nonprofit, faith-based organization dedicated to helping those in-need transform their lives. Through more than 50 distinct human service programs, Volunteers of America changes the lives of more than 140,000 vulnerable Coloradoans each year. VOA services include housing and emergency shelters, hunger and nutrition services, and many other community support programs. Our work touches the mind, body, heart and ultimately the spirit of those we serve. VOA integrates compassion with highly effective programs that build and strengthen communities.
**The Desktop Support Specialist will provide software and hardware support for issues experienced within the organization. This role includes educating users to minimize future problems and assisting in maintaining infrastructure. The Desktop Support Specialist will also provide administrative support to the IT team, ensuring IT operates efficiently. Responsibilities include managing inventories, collaborating with vendors, invoice coding, purchasing, triaging, managing support tickets, and frequent coordination with other departments. As a key member of the IT team, this position will follow established processes and documentation with a focus on continual process improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Respond to helpdesk tickets, walk-ins, phone calls, online chat, and other support requests, ensuring issues are resolved.
• Troubleshoot and resolve various user hardware and software problems.
• Handle onboarding and offboarding requests of user accounts using Microsoft 365, accurately inputting information and reporting results to relevant stakeholders.
• Research problems without documented solutions and document formulated solutions for implementation.
• Communicate regularly with employees to establish efficient procedures and ensure proper operation of IT systems and organization-supported software.
• Manage hardware and software inventories, including check-in and check-out of devices.
• Run diagnostic tests as part of the troubleshooting process.
• Configure, maintain, repair, and upgrade peripherals (e.g., printers, mobile devices, projectors, touch screen displays, video conference systems, smartphones, and multifunction printers/copiers).
• Assist and train staff members regarding copier operation and basic management, mobile devices, various applications, and other peripherals including fax machines.
• Run networking cables and terminate patch panels when needed.
• Assist in managing user-generated support tickets, communicating with users, and providing basic technical support services.
• Manage IT-related invoices, ensuring proper coding and charges.
• Contact IT-related vendors for account and billing issues.
• Manage the purchasing process.
• Assist in setting up basic audio-visual equipment configuration for special events
SUPERVISORY RESPONSIBILITIES:
• None
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, and handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
POSITION TYPE AND EXPECTED HOURS OF WORK: PART-TIME MONDAY – FRIDAY- FLEXIBLE
LOCATION: 2660 LARIMER ST, DENVER, CO 80205
SALARY: $22.00/hr
BENEFITS (eligibility is based on job type/status)
Vacation Time/Separate Sick Time/Paid Holidays
Floating Holidays/Personal Days
Volunteer/Wellness Day
Tuition Assistance
Pension Plan
403b Retirement Plan with Agency Match
Health, Dental, Vision, Pet Insurances
Life Insurance/Accident Insurance
Employee Assistance/Work Life Balance Program
Employee Discount Program
LifeLock with Norton
Public Service Loan Forgiveness
Employee must be able to perform essential job functions with or without reasonable accommodation and without posing a direct threat to safety or health of self or others. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Employee will perform job according to applied laws. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you require a reasonable accommodation to perform this role, please contact HR@VOAColorado.org to begin the Interactive Process.
Volunteers of America is an EEO/AA Employer
Position Will remain open until filled
VISA SPONSORSHIP IS NOT OFFERED FOR THIS ROLE
Veterans are strongly encouraged to apply
Requirements
COMPETENCIES:
• Models core culture attributes of Volunteers of America Colorado branch, including "airs" (accountability, integrity, respect, and service).
• Models and pursues with vigor Volunteers of America Colorado branch's three strategic critical virtues of HHS (Hungry, Humble, People Smart).
• Strong organizational skills and attention to detail.
• Initiative-taking and directed.
• Ability to work effectively as part of a collaborative team.
• Continuous process improvement.
• Desire and aptitude for helping people use technology in a way that empowers their specific role.
• Outstanding customer service skills
MINIMUM QUALIFICATIONS OF POSITION:
• 1 years of in-person, on-site customer service/helpdesk experience (not call center).
• Strong technical knowledge of desktop hardware and software.
• Basic knowledge of m365 and o3651.
• High school diploma or GED
PREFERRED QUALIFICATIONS OF POSITION: Experience using Microsoft Excel for tracking information
KNOWLEDGE AND SKILLS:
• Knowledge of Windows OS
• Customer Service and Communication skills
• Must manage multiple tasks with frequent interruptions.
• Must be able to prioritize and use good judgment in decision-making and time management.
• Ability to identify needs, design upgrades, and implement innovative technology.
• Excellent written, oral, and interpersonal communication skills.
• Ability to quickly learn and apply new information
Salary : $22
