Help Desk Support Technician

HABITAT FOR HUMANITY OF METRO DENVER INC•Denver, CO

4d•$22 - $24•Onsite

About The Position

The Help Desk Support Technician is an entry level position providing customer service and support for desktop and SaaS platforms, networking devices, software applications and communication systems. Responsibilities include requirements gathering, configuration, installation, upgrades and day-to-day support. The team member in this position must be able to adapt to changes in work environment and schedule with a positive attitude. They are able to handle several tasks at one time and maintain poise under stressful situations. The Help Desk Support Technician seeks to ensure that the employees and volunteers of Habitat Metro Denver have reliable technology systems and applications, and support them in their day-to-day use of those systems. This team member must show a familiarity and expertise in current technologies, cloud-based applications, collaboration tools and information sharing applications. The organization currently has systems in five locations across the metro area, and this position will require travel between those locations often.

Requirements

Familiarity with current technologies, and the ongoing desire to learn new technology quickly.
Demonstrated ability to be a team player and willingness to lend a hand with any project.
Strong communications skills to interact with all levels of the organization.
Ability to represent oneself and the organization to vendors, partners and volunteers in a professional and respectful manner.
Ability to work under pressure and meet deadlines.
Ability to independently seek solutions, but also work well in a team-based environment.
Able to comfortably speak and present in front of a large group in person and virtually.
Ability to organize, prioritize and budget time to meet commitment.
Proficiency in Microsoft products and operating systems.
Computer Science training or related field; or equivalent work experience is required.
Training or experience in one or more of the following areas: Desktop hardware and software support; application accommodation; network design, installation and support; server hardware and software support.
Training or experience in one or more of the following areas: Office 365; Microsoft Windows desktop; Microsoft Azure Active Directory; switched Ethernet topologies; Network technologies such as firewalls and VPNs; network routing and TCP/IP.
Valid driver’s license and ability to be insured under the company’s insurance policy is prerequisite; driving is required. A Motor Vehicle Report (MVR) will be run for insurance purposes.

Responsibilities

Serve as the first point of contact for employees and volunteers seeking assistance with technical issues via phone, email or in person.
Provide positive customer service to end users by actively troubleshooting, responding timely, and providing accurate resolutions to hardware and software issues across all Habitat Metro Denver business systems, including but not limited to; Office 365, Teams, Shopify, Acumatica, Encompass, Raiser’s Edge, Windows, printers, workstations, and networking equipment.
Provide ongoing support during software rollouts and migrations.
Document all support requests and resolutions in the Help Desk ticketing system.
Gather feedback from users to improve training effectiveness and system usability.
Maintain Habitat Metro Denver’s systems and software as well as cell phone, printer, and network copier/scanners.
Install new software releases and system upgrades, evaluate and install patches, and resolve software and hardware related problems.
Communicate system changes and updates clearly to all end-users in a clear and understandable format.
Maintain inventory of IT equipment and ensure proper asset tracking.
Place and track hardware and software orders, ensure that they arrive in a timely manner to meet the needs of the organization and team members.
Resolve order/delivery issues and supplier disagreements in a timely manner.
Conduct onboarding sessions for new employees on hardware, software tools, and platforms.
Provide one-on-one or group training for hardware and software usage.
Ensure all required software and hardware is ready for new employees on Day One.
Collect and document all software and hardware received on employees’ last day.
Support the Facilities Manager with the operation and maintenance of Habitat facilities as needed; triage staff maintenance requests, set up and rearrange offices, and coordinate vendor maintenance visits.
Other associated duties as required to help fulfill our mission in alignment with our Cultural Blueprint values.