IT Support Specialist I

Food For The Hungry Inc•Phoenix, AZ

About The Position

When you join Food for the Hungry (FH), you embrace God’s calling for your life and engage in work that combines your talents and faith. In the same way that FH is committed to unlocking resilience and flourishing in communities around the globe, we are dedicated to creating a workplace where our team members can thrive and grow. We believe every imaginable problem has a solution and that our contributions make a difference. FH continues to re-imagine impactful solutions to respond to the devastation of poverty globally. FH serves millions of the world’s most vulnerable people, helping them overcome poverty and injustice by collaborating with country offices to build resources, capacity, and resilience. Food for the Hungry turns adversity into impact. FH has harnessed the power of faith for more than 50 years. Our Heartbeat Christian values permeate throughout the organization. FH is seeking an IT Support Specialist who will be responsible for providing IT-related technical assistance and support to FH employees. The qualified applicant would recieve, prioritize, document, and actively process/resolve end-user service requests and escalating when appropriate. Problem resolution may involve the use of diagnostic tools as well as requiring the individual to provide in-person, hands-on assistance. The candidate should have 1 year of technical or related experience, an understanding of helpdesk principles, troubleshooting techniques, experience in both Microsoft Windows and MacOS environments and customer service practical knowledge. Additionally, the top candidate will have at least an Associate's degree in a technical field or related IT training

Requirements

A vibrant personal relationship with Jesus Christ, a Christian commitment to serving the poor, and in full agreement with FH’s Christian beliefs.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Interact with users from different cultures and within all levels of the organization, employing a high degree of tact and diplomacy to promote excellent customer experience
Highly self-motivated and directed
Exceptional written and oral communication skills
Able to learn and retain information quickly
Able to work in a fast-paced team environment while retaining a calm/reassuring demeanor
Able to work in a formal process structured environment
Excellent analytical, critical thinking and problem-solving skills
Excellent computer operating skills, including proficiency in Microsoft Office products as well as Google and other productivity tools
Knowledge of computer hardware, including Apple and Windows devices
Fluent English language skills (Spanish and/or French skills a plus)
1 year of technical or related experience
understanding of helpdesk principles, troubleshooting techniques
experience in both Microsoft Windows and MacOS environments
customer service practical knowledge
Associate's degree in a technical field or related IT training

Nice To Haves

Spanish and/or French skills

Responsibilities

Performs initial triage/resolution and escalation of new service requests in alignment with IT service level standards.
Records, updates and/or closes service requests in the ticket system according to IT service-level standards.
Elicit additional incident or request details from customers as needed
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions using internal and external sources as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Test fixes to ensure an incident has been adequately resolved.
Provide suggestions for continual improvement.
Assists with maintaining computer equipment and software license inventories.
Assists with user account administration activities.
Initiates and tracks warranty service repair requests.
Initiates orders for new computer equipment and supplies, tracks shipments and ensures receipt of all equipment, including placement of asset tags.
Packs and ships computer equipment to other FH offices or for virtual employees.
Assists team members with placement and removal of computer equipment.
Assists with administrative duties and special projects as needed.
Assists with updating training materials and department process documents.
Other duties as assigned.