Help Desk Technician

Salary:

Starting at $22.00/hour (Depending on Education/Experience) + Up to a $2/hour shift differential

Schedule:

Monday-Friday daytime hours 8am-4:30pm.  

Position Overview:

Children’s Home Society of South Dakota is seeking a Help Desk Technician to provide technical support and assistance to staff members with various technology-related issues and inquiries.  As a leader in compassionate, trauma-informed care, Children's Home Society is committed to fostering equity and inclusion in all aspects of our work.

By joining our team, you will make a difference every day—creating positive change for individuals, families, and communities. Each smile, hug, and heart you touch will reflect the meaningful impact of your work.

Benefits of Employment at CHS:

• Work-Life Balance: Daytime hours
• Comprehensive Benefits: Equal up to 30% of your salary. Two health insurance options (Traditional Plan & High Deductible Health Plan with HSA), vision, dental, employer-paid Group Life Insurance and Accidental Death & Dismemberment (AD&D), Short Term & Long-Term Disability, and additional voluntary life and critical illness plans.
• Compensation: Starting at $22.00/hour + (Depending on Education/Experience)
• Financial/Education Assistance: Up to $200 per month in tuition reimbursement or student loan repayment for qualifying employees.
• Generous Paid Time Off: Includes a generous PTO package with 40 hours upfront, 10 paid holidays, and 8 hours "Day of Service" for volunteering in the community.
• Retirement Plans: Once entry into the plan, employees receive a 3% employer contribution each pay period and up to an additional 5% annual contribution. Employees are 100% vested after 4 years of credited service.
• Referral Bonuses: Earn up to $1,000 for referring new employees.

What You’ll Do:

• User Support: Provide prompt and courteous technical support to staff members via phone, email, or in-person interactions. Assist with troubleshooting hardware, software, and network-related issues. 
• Problem Resolution: Diagnose and resolve technical problems, coordinate help desk ticketing system, escalate issues when necessary, and follow up with users to ensure successful resolution. 
• Software Assistance: Assist users with software applications, including installation, updates, and usage guidance. 
• Hardware Support: Troubleshoot and provide support for hardware devices, such as computers, printers, scanners, and mobile devices. 
• Password and Access Management: Assist with password resets, user account management, and access permissions. 
• Documentation: Maintain accurate records of user requests, technical issues, and resolutions. Create and update knowledge base articles and user guides. 
• Remote Support: Provide remote assistance to users who are working remotely or at satellite locations. 
• IT Training: Conduct basic technology training sessions for staff members to improve their technology skills and awareness. 
• Inventory Management: Maintain an inventory of IT equipment, track assets, and assist with hardware procurement and deployment. 
• Customer Service: Ensure excellent customer service by actively listening to users' concerns and providing empathetic and timely assistance. 
• Learning & Development: To keep up to date with relevant systems, software, and where appropriate programming languages used within the organization. 

What We'll Love About You:

• You are a team player that promotes a positive work environment.
• You are capable of handling highly sensitive, confidential information.
• You are able to effectively communicate.
• You align with our mission, vision, and values.
• You are organized and are able to pay strong attention to detail.
• You are able to have professional and kind client and public interactions.
• You are able to show awareness and respect for the diverse cultural backgrounds of our employees and clients.

Education: 

• High School Diploma Required.
• Bachelor's degree in related field preferred.

Experience:

• Proficiency with OSX is a necessary skill.
• Practical experience in providing technical support, customer service or help desk roles with network security, software packages, and computer hardware.
• Proficiency in troubleshooting hardware and software issues, familiarity with operating systems e.g., Windows, macOS), and ability to assist with basic network connectivity problems.