Level 2 IT Help Desk Support Specialist

Catholic Charities Fort Worth•Fort Worth, TX

51d•Onsite

About The Position

Catholic Charities Fort Worth is seeking an IT Help Desk Support Specialist to provide technical assistance to staff, maintain technology resources, and help employees stay connected and productive. The position provides second-level support across hardware, software, network connectivity, business applications, telecommunications, and Microsoft 365. It also supports user onboarding and offboarding, event media technology, equipment maintenance and refresh, and the procurement, configuration, deployment, and tracking of IT equipment. The role requires consistent on-site support at the Fort Worth office at least four days per week, with travel to remote locations as necessary. Catholic Charities Fort Worth is a mission-driven agency guided by its Catholic faith and focused on supporting clients and ending poverty in the community. Applicants do not need to be Catholic to join the team or receive services.

Requirements

High school diploma or equivalent.
At least one year of experience using a variety of computer hardware, software, and networking in a support role.
At least one year of customer support experience using a help desk platform.
Reliable transportation and ability to travel to remote locations for support tasks as necessary.
Must have and maintain a current Texas driver's license and evidence of automobile liability insurance.
At least one year of Microsoft 365 administration experience, including user administration, Intune management, and SharePoint administration.
Must be able to lift and move equipment weighing up to 50 pounds.
Ability to provide consistent on-site support at the Fort Worth office at least four days per week.

Nice To Haves

Experience managing Microsoft Defender XDR.
Familiarity with RMM/RM tools for endpoint support and patch management.
Experience with a nonprofit agency.
Experience managing users in a cloud-based environment.
A+ certification.

Responsibilities

Respond to and resolve second-level IT support requests, including user provisioning, printer and copier support, trouble tickets, telecommunications troubleshooting, and other technology issues.
Assess, prioritize, and address incidents and service requests promptly; escalate complex issues when appropriate and manage tickets in accordance with service level agreements.
Provide end-user support for hardware, software, network connectivity, and business applications, troubleshooting issues to minimize disruption and maintain system performance.
Administer user accounts, system access, and provisioning or deprovisioning activities in accordance with security and compliance standards.
Document support activities and resolutions, maintain knowledge base articles, and contribute to improvements in support processes and user experience.
Collaborate with IT teams, vendors, and business stakeholders to resolve issues and deliver technology services.
Support employee onboarding and offboarding by creating and terminating logins and setting up and configuring computers.
Provide event media support, including microphones, cameras, and virtual meeting technology.
Maintain, deploy, and refresh desktops, laptops, mobile devices, printers, copiers, and related peripherals.
Install, update, and patch software applications and operating systems; assess performance and recommend solutions or upgrades.
Perform routine system maintenance and technology assessments, and assist with evaluating, testing, implementing, and supporting new technologies.
Maintain and update media equipment, including quad equipment, Microsoft Teams Rooms, and Smart Boards.
Procure IT equipment and coordinate its ordering, receipt, deployment, and replacement.
Manage and maintain the corporate Purchasing Card program according to company policies and purchasing guidelines.
Maintain accurate records of purchases, expenditures, and assigned technology assets; coordinate acquisition and support with vendors and internal stakeholders.

Benefits

Medical, dental, vision, short-term disability, accident, hospital indemnity, critical illness, and ID Shield insurance.
Health Savings Account; Catholic Charities Fort Worth contributes $110 per month.
Company-paid long-term disability insurance.
Company-paid basic life and AD&D insurance.
16 paid holidays, including closure from Christmas Eve through New Year's Day.
Tiered PTO accrual by tenure: 100 vacation hours and 48 sick hours in the first year.
403(b) plan with employer match from day one, up to 6%.
Three weeks of paid parental or critical illness leave.
Employee Assistance Program.
Participation in the Public Service Loan Forgiveness program.
Mentorship Program.
Wellness Program.
Financial coaching.