Help Desk Representative

Akron Metropolitan Housing Authority•Akron, OH

2d•$0 - $23•Hybrid

About The Position

The primary purpose of this position is to provide responsive, courteous tier-one technical support to AMHA staff. The Help Desk Representative serves as the first point of contact for IT service requests; resolves common issues with desktop and mobile devices, software applications, accounts, and printers; and escalates complex issues to the appropriate IT staff. The position assists with new employee technology onboarding, equipment setup and inventory, and provides logistical and technical support for meetings, trainings, and Agency events. All activities must support AMHA’s mission, strategic goals, and objectives.

Requirements

Strong customer service orientation and excellent interpersonal communication skills; patience and professionalism when assisting users with varying levels of technical proficiency; ability to listen actively and gather complete information; clear written and verbal communication; ability to follow step-by-step procedures and document work accurately; aptitude for learning new technologies and applications; ability to work independently and as part of a team; sound judgment in recognizing when to escalate issues; commitment to confidentiality and discretion when handling sensitive information.
High school diploma or equivalent required.
One year of related experience preferred. Qualifying experience may include help desk or technical support, customer service in a technology-adjacent role, administrative work involving heavy computer use, or strong demonstrated technical aptitude through other means (e.g., relevant coursework, internal AMHA roles supporting technology use within a department).
AMHA encourages applications from internal candidates who demonstrate the customer service skills, problem-solving ability, and learning aptitude required for the role. Technical skills can be developed through on-the-job training and structured professional development.
Working knowledge of Microsoft 365 (Outlook, Word, Excel, Teams, OneDrive) is preferred. Familiarity with Windows operating systems, mobile devices (iOS/Android), and common business applications is helpful.
Demonstrated working knowledge of personal computers and peripheral equipment, including the ability to perform basic setup, configuration, and breakdown.
Familiarity with Windows operating systems and Microsoft 365 applications.
Comfort using ticketing systems, remote support tools, and online knowledge bases.
Willingness and ability to learn new technologies, including endpoint management platforms, mobile device management tools, and AMHA-specific business applications, through training and hands-on experience.
Physical demands include kneeling, reaching, pushing, fingering, manipulating, talking, hearing, sitting for extended periods, crouching, standing for extended periods, stooping, and walking.
Must be able to lift and transport boxes, paper, and computer equipment up to 30 pounds, including when installing, configuring, or relocating IT equipment.
May occasionally require working in confined spaces such as under desks or in equipment closets.
The visual acuity requirements include viewing a computer monitor and extensive reading.
Repetitive motion using a keyboard and other office equipment is required.
Must possess a valid Ohio Driver’s License and be insurable by AMHA in order to travel between Agency sites for support calls and equipment delivery.

Nice To Haves

CompTIA A+ certification preferred. Network+ and Microsoft 365 certifications are also preferred. The successful candidate will be supported in pursuing these certifications as part of their professional development plan.

Responsibilities

Serves as the first point of contact for staff submitting IT service requests via phone, email, ticketing system, or in person; greets users professionally and gathers information needed to diagnose issues.
Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with desktop and laptop computers, mobile devices, printers, and a broad range of business applications.
Logs, tracks, categorizes, and updates all service requests in the IT ticketing system; maintains accurate records and follows up with users to confirm resolution and satisfaction.
Performs basic troubleshooting and resolution for common issues, including password resets, account lockouts, software installation and configuration, printer issues, mobile device setup, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), OnBase, and Housing Management Software support.
Uses remote support tools to assist users at AMHA properties and other off-site locations; provides clear, step-by-step guidance to walk users through resolution.
Escalates complex or specialized issues to the Hardware/Network Technician, IT Manager of Infrastructure & Cybersecurity, or IT Project Manager as appropriate; provides complete documentation to support escalation.
Prepares standard reports on help desk activity, including ticket volumes, response and resolution times, and recurring issues; assists in identifying trends and recommending improvements to reduce ticket volume.
Performs hardware setup, configuration, and deployment for new and replacement equipment, including desktops, laptops, monitors, printers, scanners, mobile devices, and accessories.
Coordinates with HR and hiring departments to complete new employee technology onboarding, including computer and account provisioning, software installation, mobile device configuration, and orientation to AMHA technology resources.
Performs offboarding tasks for separating employees, including account deactivation, equipment retrieval, and data preservation in coordination with the IT Manager of Infrastructure & Cybersecurity.
Maintains the IT inventory of computer equipment, peripherals, mobile devices, and software licenses; conducts periodic audits and reports discrepancies.
Performs basic preventive maintenance on hardware, including cleaning, cable management, and minor component replacement under the guidance of the Hardware/Network Technician.
Coordinates with IT staff and other departments to identify equipment needs for meetings, trainings, presentations, and Agency events.
Sets up, tests, and breaks down audiovisual equipment, video conferencing, and presentation technology; provides on-site technical support during meetings and events.
Provides general training and orientation to end users on Microsoft 365, video conferencing tools, and other Agency-standard software.
Provides occasional support to part-time Document Imaging Specialist staff for scanning equipment and basic technical questions, in coordination with the IT Project Manager who oversees OnBase operations.
Conducts online research for department projects; assists with documentation, knowledge base articles, and IT communications to staff.
Participates in IT department meetings and contributes to continuous improvement of help desk processes.
Maintains confidentiality of all information accessed in the course of duties, including personnel data, resident information, and Agency systems.
Other duties as assigned.