IT Helpdesk Support

Archdiocese of St. Louis•Florissant, MO

About The Position

Sharing the love of Jesus Christ, Marygrove provides a safe home, compassionate care, and high-quality mental health services to children who have experienced significant trauma, to restore their childhood, and equip them for their future. Catholic Charities of the Archdiocese of St. Louis, Marygrove, is seeking a Help Desk Support professional to provide first-level technical support across the organization. Working within a shared services IT support model, this role primarily supports the Families and Children Services service line by troubleshooting hardware, software, and operating system issues; maintaining technology equipment; assisting end users; and ensuring reliable technology operations. The ideal candidate delivers excellent customer service, resolves technical issues efficiently, and stays current on technology best practices and updates.

Requirements

Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of education, technical certification, and experience.
Two (2) years of experience providing help desk, desktop support, or general IT support services.
Working knowledge of computer hardware, software, operating systems, Microsoft 365 applications, and basic networking concepts.
Experience troubleshooting, maintaining, and deploying technology equipment, software, and system updates.
Strong customer service skills with the ability to communicate effectively, manage multiple priorities, and support a diverse user population.
Successfully diagnose, resolve, or appropriately escalate hardware, software, operating system, and peripheral device issues.
Respond to support requests professionally, maintaining positive customer satisfaction and service standards.
Effectively communicate technical information verbally and in writing to both technical and non-technical users.
Accurately prioritize, track, and document support requests, resolutions, and system changes.
Configure, install, update, and maintain workstations, software, and technology equipment according to organizational standards.
Analyze issues, identify root causes, and implement effective solutions in a timely manner.
Manage multiple service requests, meet deadlines, and adapt to changing priorities.
Work effectively with IT staff, departmental leadership, vendors, and end users to achieve operational goals.

Responsibilities

Serve as the first point of contact for technical support requests, helping in person, by phone, and electronically.
Diagnose, troubleshoot, and resolve hardware, software, operating system, and basic network issues; escalate complex issues as needed.
Prioritize, track, and document IT support requests and maintain accurate service logs.
Install, configure, deploy, maintain, and update computer hardware, software, and peripheral equipment.
Prepare, image, and set up computers and related technology for employees and organizational use.
Provide end-user training and guidance on technology systems, applications, and best practices.
Perform routine maintenance, software updates, virus/spyware removal, and equipment upgrades.
Support field-based technology needs and assist with special IT projects as assigned.
Contribute to organizational quality improvement efforts through participation in data collection, reporting, and process improvement activities.
Maintain current knowledge of technology systems, updates, and industry best practices.
Perform other duties as assigned.