IT Help Desk Technician

Network For Life•Jeffersontown, KY

10d

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.

Requirements

High school diploma or equivalent.
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 maintain confidentiality.
Strong problem-solving and critical-thinking skills to analyze and resolve complex challenges.
Ability to deliver exceptional customer service, communicate effectively with clients, promptly resolve concerns, and support a positive customer experience.
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; most travel is round-trip within a typical business day.
Ability to lift up to 50 pounds and sit or stand for extended periods.
Ability to perform regular reaching, bending, and walking.

Nice To Haves

Experience in IT support, help desk, or technical troubleshooting.

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 IT concepts effectively to audiences with varying levels of technical knowledge.
Assist the Systems Administration Team with network equipment support, including routers, switches, and access points.
Clearly log incidents and requests in IT support tickets and route 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.
Set up new users by configuring IT equipment, installing required software and programs, providing login access, and verifying 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 setup, maintenance, and repair of PC hardware, including laptops, monitors, printers, and keyboards, and audiovisual equipment, including projectors, televisions, and recording devices.
Perform other duties as assigned by the IT Support Supervisor and/or Manager of Customer Experience and Relationship Management.