Desktop & System Support Technician - IT Services

Provides technical support and desktop services to diocesan staff and locations, while supporting the management and maintenance of core systems and technology infrastructure. Ensures the reliable operation of hardware, software, and network systems through proactive monitoring, routine maintenance, and timely issue resolutions. Maintains technology assets and supports a high-quality user experience. The position requires strong technical skills, attention to detail, and a commitment to excellent customer service., Technical Support

· Provide timely support for hardware and software issues across Windows and Mac environments

· Troubleshoot issues remotely using approved remote access tools

· Reimage systems and install operating systems and standard software (onsite and remote)

· Diagnose and resolve technical issues, including:

o Network connectivity

o System crashes and performance issues

o Printing and peripheral problems

o Virus and malware removal

o VoIP phone support

· Perform basic administration and troubleshooting of:

o DHCP and DNS

o Active Directory

o VPN and remote access tools

o Windows domain accounts

o Wireless connectivity and hotspots

o Collaborate with network and IT team members on troubleshooting and issue resolution

o Provide Tier 1 support for Microsoft Office and end-user devices (desktops/laptops)

o Support mobile device management, including deployment, inventory, and reset/wipe procedures

Customer Service & Uset Support

· Deliver prompt, professional, and courteous support to users through:

· Internal ticketing systems (incident resolution and device lifecycle management)

· Microsoft Teams and Office 365 tools

· Communicate technical information clearly to non-technical users

· Maintain a high standard of customer service and user satisfaction

Asset & Inventory Management

· Maintain accurate records of IT hardware and equipment

· Coordinate deployment, collection, and tracking of end-user devices

· Ensure proper lifecycle management of technology assets

Special Projects & Operational Support

· Assist with software testing, system validation, and process improvements

· Create and maintain user-friendly technical documentation

· Provide individual and group technical training (remote and in-person)

· Support ticket triage and daily workload prioritization

· Provide onsite support at additional diocesan locations as needed

Work Location & Schedule

· Primary assignment at the main diocesan office in Monterey, California

· May support additional locations within the region as needed

· Monday-Friday, 8:30 AM - 4:30 PM (1-hour lunch)

· Occasional travel may be required for special projects or onsite support

· 1-2+ years of experience in desktop support or helpdesk environment preferred

· Familiarity with Windows 10/11 and Windows Server Operating Systems

· Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and directory services (Active Directory)

· Experience supporting Microsoft 365 applications and services (Outlook, Teams, SharePoint)

· Familiarity with remote support tools and ticketing systems

· Ability to troubleshoot hardware, software, and connectivity issues in a timely manner

· Strong communication skills with the ability to explain technical concepts to non-technical users

· Strong organizational skills and attention to detail

Skills & Competencies

· Strong technical troubleshooting and problem-solving skills

· Ability to communicate technical concepts clearly to non-technical users

· Ability to work independently and as part of a team

· Attention to detail and commitment to accuracy

· Problem-solving and analytical ability

Core Competencies / Mission Alignment

· Supports and upholds the mission of the Diocese of Monterey

· Demonstrates integrity, professionalism, and ethical conduct

· Respects confidentiality and sensitive information

Confidentiality Requirement

· Maintain a strict level of confidentiality at all times.

• Dental insurance
• Health insurance
• Vision insurance