Help Desk Technician - Archdiocese of Washington

Catholic Schools Office, Roman Catholic Archdiocese of Washington•Hyattsville, MD

3h•Onsite

About The Position

The Catholic Archdiocese of Washington is seeking a customer-focused, tech-savvy Help Desk Specialist to join their IT team. This role serves as the first line of support for end users, assisting with hardware, software, and network issues across Windows, macOS, and mobile platforms. The position also involves contributing to process improvement through scripting, automation tools, and documentation. This role provides Level 1 and Level 2 technical support to approximately 200 users across ten locations in the Washington, D.C. metropolitan area and reports directly to the Executive Director of Information Technology, playing a vital role in ensuring IT systems operate smoothly and efficiently.

Requirements

Associate degree in a technical field or equivalent certifications.
CompTIA A+ certification (or higher) may substitute for the degree requirement.
3 to 5 years of experience in a Help Desk or IT Support role.
Strong knowledge of Windows and macOS operating systems.
Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
Excellent communication, problem-solving, and organizational skills.
Customer-first mindset with a desire to help and educate users.
Experience using remote support tools for diagnosing and resolving technical issues.
Strong written communication skills, including technical documentation.
Excellent customer service and interpersonal skills.
Ability to work independently and manage time effectively.
Sensitivity to working in a Catholic ministry setting; commitment to respectful, mission-aligned service.

Nice To Haves

Interest or foundational knowledge in networking, including wireless access points, firewalls, and switches.
Use automation tools and develop/update scripts for Windows and macOS to streamline support tasks and improve system efficiency.
Ability to travel between sites within the Archdiocese (reliable transportation required).
Prior experience supporting technology in a school, parish, or nonprofit environment.
Understanding of Catholic organizational structure and respect for the mission of the Church.

Responsibilities

Provide Tier 1 and Tier 2 support to employees via phone, email, chat, and in-person channels.
Troubleshoot and resolve issues related to desktop/laptop hardware, software, printers, VOIP telephone handsets, mobile devices, and network connectivity.
Use help desk ticketing systems to track, prioritize, and document support requests.
Configure and deploy devices, including imaging, user setup, and application installation.
Create, update, and maintain technical documentation and user guides.
Develop and update automation scripts for recurring tasks on Windows and macOS.
Support Microsoft 365 collaboration tools, utilize Microsoft Active Directory / Entra, file storage systems, and Microsoft Office365 in daily support operations.
Work with vendors to escalate and resolve complex technical issues.
Participate in onboarding and offboarding processes for employees.
Identify opportunities to improve workflows, support processes, and user experience.