Help Desk Technician (9035)

Lutheran Services Florida • Tampa, FL

1d • Onsite

About The Position

The Help Desk Technician is considered a crucial role in the front-line of support for Lutheran Services Florida networks and computing environment. The individual must be agile, willing to learn and think outside of the box in order to operate effectively in an ever-changing technology landscape. Troubleshoot issues and work with other teams to nail down root cause issues and correct them as necessary. Act as the first point of contact in an entry level support position. Provide technical assistance and support for incoming inquiries and issues related to computer systems, software, and/or hardware. Respond and perform troubleshooting through diagnostic techniques and pertinent questions via phone, email, walk-ins, remote sessions, and/or the IT support management application.

Requirements

• One to two years’ experience in administration of workstation support in a network environment.
• Excellent oral and written communication skills.
• Excellent customer service skills
• Microsoft System Center Print Management
• Run diagnostic programs to resolve problems
• Walk customers through problem-solving processes
• Hardware and software analysis and problem resolution
• Customer service
• Basic understanding of Windows-based PC computing and troubleshooting
• Basic understanding of networking concepts
• Onboarding and offboarding of end-users
• Microsoft Office suites
• Must demonstrate sensitivity to our service population’s cultural and socioeconomic characteristics and needs.
• Reports to Help Desk Supervisor.
• Team player with co-workers and central Services office staff.
• Adherence to Agency policies and management practices.
• Effective staff management and leadership.

Nice To Haves

• A+, N+ and Microsoft Certified Professional + Internet (MCP+I) certifications or equivalent experience preferred.

Responsibilities

• Installs, administers and maintains all hardware (PC’s, laptops, thin clients, network devices) and software.
• Enforce security and anti-virus procedures for all Agency workstations as needed.
• Document and maintain related procedures, system policies, software configurations, user profiles, etc.
• Document and maintain incident logs (email, Internet, and web presence downtime; others as defined by supervisor).
• Recommends and schedules repairs.
• Maintain a current knowledge of new and existing technologies to ensure the Agency is utilizing lowest cost/most effective technologies.
• Develop and maintain a network of workstation hardware and software experts that can be utilized to problem solve, recommend new concepts and consult.
• Provide both on-site and on-line support to LSF users.
• Review, advise and concur in the acquisition of all related hardware and software.
• Develop (with Help Desk Supervisor) an implementation plan for all planned tasks under his area of responsibility.
• Performs other similar or related duties as assigned.

Benefits

• Medical, Dental and Vision
• Telehealth (24/7 online access to Doctors)
• Employee Assistance Program (EAP)
• Employer paid life insurance (1X salary)
• 13 paid holidays + 1 floating holiday
• Generous PTO policy (starting at 16 working days a year)
• 403(b) Retirement plan with 3% discretionary employer match OR 3% student loan repayment reimbursement
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees