IT-Service Desk Technician

PURPOSE OF POSITION: To assist Agency users with assorted IT related issues and oversee the proper functioning of all users facing IT supported technology such as workstations, laptops, Chromebooks, printers and mobile devices. To collaborate with others on the Information Systems (IS) team to support supported client devices on the Agency’s network, participate in the planning and implementation of new systems, and ensure that the established systems/procedures are in place and followed by all Agency users.

Mercy Home for Boys & Girls is an Equal Opportunity Employer

Medical, 403(B) Retirement Savings Plan, and more

Schedule: Monday-Friday 8am-5pm and afterhours during emergencies

ESSENTIAL QUALIFICATIONS:

• Be passionate and excited about working with technology.
• Ability to always maintain a friendly, professional demeanor as well as exhibit a “can-do” positive attitude.
• Be able to rapidly shift focus and be comfortable managing many competing priorities at any given time.
• Three (3) years of experience working in a Microsoft client/server environment with an expert level working knowledge of Windows 10.
• Three (3) years of troubleshooting experience with Dell workstations, mobile devices such as Apple IOS, Android, Windows, Chromebooks, and HP printer hardware. Experience working with Macs a plus.
• One (1) year experience with Active Directory and Microsoft Office 365.
• Experience setting up and troubleshooting Audio-Visual systems such as projectors and TVs.
• Experience working with Avaya phone systems a plus.
• Experience with running, working with, and terminating ethernet cabling a plus
• Ability to research, read, and understand technical documentation and to translate and communicate the information to others who have minimal computer experience or vocabulary.
• Ability and willingness to create and update user facing technical and procedural documentation.
• Ability to handle sensitive information and maintain the confidentiality of data.
• Must be punctual with regular and predictable attendance.
• Must possess a valid driver’s license.
• Must be able to provide own transportation, be willing to work flexible hours, and handle after hour emergencies if needed.
• Must be proficient in speaking and writing in the English language.
• Maturity and sensitivity to cultural and individual differences.
• Ability to lift and/or move up to 50 pounds, including the ability to safely move furniture and other large objects when necessary.
• Good manual dexterity and the ability to operate a wide variety of tools safely and knowledgeably.
• Commitment to the mission, values, and goals of the Agency.

ESSENTIAL FUNCTIONS:

• Monitor the IT ticketing system and effectively resolve end user technology challenges with Agency client-side technology.
• Effectively execute delegated project tasks and balance a high volume of day-to-day work in an organized and responsive manner.
• Actively maintain an accurate inventory of end user technology assets.
• Cooperate and consult with the IT team, users, and other project teams in problem solving and participate in the recommendation of new systems, procedures, and projects to meet identified needs.
• Be able to work both remotely and physically onsite and be able to visit any of our locations when needed.
• Proactively communicate network or system downtime, procedural changes, changes affecting users experience, common bad practices, and individual user instruction.
• Provide ongoing support of a technical and consultative nature to the various Agency users and serve as a general subject matter expert (SME) for end user technology.
• Respond to common user administrative requests such as forgotten passwords and application access in a timely manner.
• Be reasonably available off-hours to respond to emergency issues that impact users’ ability to work when necessary.
• Oversee the inventory and maintenance of the IT storage room and the tracking of inventory and all replacement parts.
• Respond to requests for modification/enhancement of end user technology with cost effective strategies.
• Can carry out any other tasks in a timely, efficient, and effective manner as directed by the Director of IT.