What are the responsibilities and job description for the IT Help Desk Administrator position at Lutheran Social Services of the Southwest?
Join Lutheran Social Services of the Southwest (LSS-SW), a nonprofit organization established in 1970 to assist our most vulnerable community members. LSS-SW is dedicated to delivering services that:
STABILIZE during crises,
BUILD self-reliant foundations, and
PRESERVE dignity and respect.
Each month, LSS-SW supports over 5,000 Arizonans in Metro Phoenix, Tucson, and southern Arizona through programs in Refugee Services, Aging and Disability Services, Family Services, and Emergency Services.
Position Summary
The IT Help Desk Administrator manages and resolves IT support requests, implements new technologies, and ensures seamless service delivery. This role involves overseeing the IT Support Specialist, coordinating service requests, and collaborating with the organization's IT vendor to maintain and secure the network infrastructure. Additionally, the administrator provides end-user support, manages security systems, and ensures effective IT operations to meet organizational needs.
Responsibilities
- Network and User Management
- Troubleshoot and resolve network issues; escalate as needed.
- Manage user accounts in Active Directory, including setup and decommissioning.
- Configure and maintain laptops and IT equipment.
- Utilize Intune, Office 365, and Exchange Online for system management.
- System Administration
- Administer email security systems (e.g., Proofpoint).
- Assist with building security and emergency alert systems.
- Oversee Adobe software licenses and on-call IT issue coordination.
- Cybersecurity
- Conduct IT security training and manage alerts.
- Collaborate with the IT vendor to address phishing attacks.
- Communicate with employees about suspect emails and required actions.
- Help Desk Management
- Supervise the IT Support Specialist and oversee service request resolution.
- Provide new user orientation for system and network use.
- Support users remotely and in person to resolve technical issues.
- Device and Vendor Management
- Manage the Verizon Online portal, phone ordering system, and MDM application.
- Work with vendors to ensure effective system solutions and implementations.
- Additional Duties
- Draft and assist in creating IT policies and procedures.
- Lead or contribute to IT projects as assigned.
Qualifications
- Experience with Active Directory, Intune, Office 365, Exchange Admin Center, and SharePoint.
- Proficiency in PC support and troubleshooting.
- Knowledge of Proofpoint and cybersecurity protocols.
- Certifications (preferred, not required).
- Excellent customer service and communication skills (technical and non-technical).
- Ability to adapt to changing priorities and work in a team-oriented environment.
- Associate degree or equivalent experience.
- 1-2 years of PC support and Active Directory experience.
- 1-2 years of Intune/Office 365 administration.
- English fluency is required; Spanish proficiency is preferred.
Join Our Mission:
If you are passionate about making a difference and have a strong career advisement background, join us in fulfilling the mission of LSS-SW to support and empower our community's most vulnerable members, and our vision of "A future where all people thrive."
All positions at Lutheran Social Services of the Southwest require a background check.