Help Desk Technician Level 1

This position is responsible for routine maintenance, set-up, configurations, etc. for hardware and software systems, analyzing and resolving end-user trouble tickets. Assist with IT project work and documentation assigned. Ensure compliance with IT processes, cyber security practices, policies and procedures., * Assist the Director of Information Technology and Communications and Technology Manager with assigned projects, asset management, and comprehensive documentation.

• Interface with users, answer questions and resolve technical problems with PCs, Laptops, Servers, Software, Networking/WIFI, and phone systems.
• Perform routine maintenance, setup and configurations for hardware and software systems.
• Analyze and resolve end-user trouble tickets submitted by phone, email, portal or in-person.
• Escalate problems that fall outside of the skill level of this position to tier 2 support (Network and Computer systems Administrator or Director of IT).
• Travel to supported sites to help with installations, routine maintenance or problems. Travel between PA and NJ office and facility locations as needed.
• Understand and be able to use desktop and software support skills, including but not limited to:
• Microsoft Operating Systems (Windows 10, Server 2012, 2016, 2019)
• Microsoft Office (Word, Excel, PowerPoint)
• Antivirus/Malware software
• Desktop PCs, Laptops, Network Switches, and miscellaneous hardware
• Write technical documentation for IT Staff and end-users.
• Ensure compliance with Delta and IT processes and procedures.
• Preaches and adheres to Delta Community Supports comprehensive cyber security policy.
• Perform other duties as assigned by Communications and Technology Manager.

• Strong presentation skills; Ability to use excellent oral and written communications skills
• Strong analytical and problem solving skills
• Strong customer service and collaboration skills
• Ability to work effectively with people, facilitating their growth and development
• Demonstrated commitment to equity, diversity and inclusion
• Fully proficient at an advanced level in Microsoft Office, especially Word, PowerPoint and Excel and the ability to learn new and emerging software
• Fully proficient in the operation of helpdesk ticket software and project management software
• Ability to read, write and speak English and communicate effectively with all constituencies of a diverse community; perform arithmetical calculations
• Ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds
• Ability to use telephone, voice mail, copier, fax machine, computer and calculator
• Aptitude for balancing multiple priorities with strong organization, time management and prioritization skills.
• Ability to self-direct, self-pace, multi-task and function well under the pressure of deadlines and conflicting priorities
• Physical activities needed to perform the essential job functions: reaching, lifting, finger dexterity, grasping, repetitive motions, and visual activity.
• Ability to lift, pull and push 50 pounds., + Bachelor’s Degree in IT or a related field
• Valid driver’s license in the state of residence
• Two(2) to Five (5) years in an IT or technology related field; appropriate additional experience may be considered in lieu of the educational requirements
• A+ certification preferred

Delta’s Mission: To enrich the lives of individuals and families through outstanding community-based supports and mutually rewarding relationships.