Help Desk Jobs

About The Position

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.