Job Summary: The IT Help Desk Technician’s primary responsibility is providing IT system support for the agency with a priority on network monitoring, troubleshooting, and configuration. This position reports to the IT Help Desk Supervisor and requires a valid driver’s license and current liability insurance.
Essential Duties and Responsibilities:
Technical Support and IT Maintenance
Support IT projects including the set-up of new workstations
Perform troubleshooting of IT issues
Open, track, forward, and manage IT tickets
Maintain an IT asset inventory log
Maintain a sign out list of all mobile equipment
Assist with network implementation and set-up including physical network equipment and workstation installation
Visit Mercy House site locations to perform network health checks and troubleshooting
Communicate with vendors and service providers
Assist with miscellaneous IT needs
Administrative and Physical IT Support
Perform IT administrative tasks as needed (filing, faxing, copying, etc.)
Lifting and transporting of computer and network equipment (may include lifting, bending, and squatting)
Some use of stepladders and ladders may be required
Attend department and inter-department meetings, as needed
Miscellaneous
Attend staff meetings as required
Attend training workshops as needed
Enhance job performance by applying up-to-date professional and technical knowledge gained by attending seminars and conferences and reviewing professional publications
Perform ad hoc projects as appointed by supervisor
Assist with booking different conference rooms
Assist with incoming phone calls and visitors as appropriate
Education and Experience
Minimum six months of experience in a helpdesk or Information Technology role; relevant certifications (i.e., CompTIA Network+, Microsoft 365
Intermediate to advanced computer literacy including Windows 10, Microsoft Word, and Excel
Intermediate understanding of general networking and network tools required
General
Reliable transportation required
A flexible work schedule including some schedule changes, some weekends, and evening shifts to meet the department’s needs
Ability to work independently and co-operatively as part of a team
Must be detail oriented with accurate data entry skills
Excellent communication and interpersonal skills
Strong organizational and time management skills
Ability to work in a fast-paced environment
Must be reliable, responsible, and able to meet deadlines
Ability to multi-task and use sound judgement