IT Help Desk Technician
About The Position
Consistent with the mission and values of Network for Life, the IT Help Desk Technician provides ongoing tier-one support for hardware, software, network equipment, servers, and related services for member organizations. The role delivers high-quality end-user support and participates in end-user equipment maintenance. The technician troubleshoots user hardware, software, and applications; documents and routes IT support tickets; supports user onboarding and training; and assists with equipment setup, maintenance, and repair. The role also supports the Systems Administration Team with network equipment as needed and participates in an after-hours on-call rotation. Travel within the member organizations’ donation service area is required, with most trips completed as round trips within a typical business day.
Requirements
- High school diploma or equivalent required.
- Strong technology skills and knowledge of electronic equipment, including computer hardware, software, applications, and programming.
- Knowledge of Microsoft Office Suite, including Outlook and Teams, as well as other virtual platforms or related software.
- Ability to complete multi-step processes in a high-stress environment and demonstrated ability to maintain confidentiality.
- Ability to apply strong problem-solving and critical-thinking skills to analyze and resolve complex challenges.
- Ability to deliver exceptional customer service, communicate effectively with clients, resolve concerns promptly, and ensure a positive customer experience.
- Knowledge of Microsoft Office 365 applications, including Word, Excel, PowerPoint, Access, Outlook, SharePoint, OneDrive, and Skype.
- Knowledge of Microsoft server applications.
- Knowledge of LAN/WAN networking technologies.
- Knowledge of telecommunications, including IP phone systems, cell phones, and related equipment.
- Knowledge of Unified Communications as a Service.
- Effective communication and interpersonal skills.
- Ability to collaborate and function effectively in a team environment.
- Good problem-solving and analytical skills.
- Ability to travel within the member organizations’ donation service area.
- Ability to lift up to 50 pounds and sit or stand for extended periods.
- Regular reaching, bending, and walking are required.
Nice To Haves
- Experience in IT support, help desk, or technical troubleshooting is preferred.
Responsibilities
- Troubleshoot and support member organizations’ end-user hardware and software applications.
- Troubleshoot and support applications, escalating issues to the appropriate team as needed.
- Communicate technical concepts effectively to audiences with varied levels of technical knowledge.
- Assist the Systems Administration Team with network equipment, including routers, switches, and access points.
- Clearly log incidents and requests in IT support tickets and assign incoming tickets to the appropriate team as needed.
- Support documentation and tracking of IT inventory for incoming and outgoing member organizations, excluding network equipment.
- Participate in an after-hours on-call rotation with other staff.
- Complete new-user setup, including configuring IT equipment, installing required software and programs, providing login access, and confirming user functionality.
- Orient new users to member organizations’ information systems and provide initial IT and equipment training.
- Provide ongoing end-user training as needed on software, computers, printers, and cell phones.
- Assist with the setup, maintenance, and repair of PC hardware, including laptops, monitors, printers, and keyboards, as well as audiovisual equipment such as projectors, televisions, and recording devices.
- Perform other duties as assigned by the IT Support Supervisor and/or Manager of Customer Experience and Relationship Management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
