Desktop Support Technician

Desktop and Technology Support will be the onsite owner of all technology needs of the organization, including all three locations (St. Vincent, Marillac, and Foglia). This includes monitoring, prioritizing, and resolving all user requests with the Help Desk to ensure minimal disruption to impacted staff and timely onboarding of new staff. Also proactively work with staff to build their technical acumen and integration of technology into our operations. Maintains and supports the overall integrity of the operating system environment, infrastructure, and supported systems as well as the maintenance, security, and tracking of all assets., Page Break

• Provide personal computing support to users and respond to trouble tickets in the AIS service desk system.
• Install or setup computers and software; perform problem resolution and maintain defined IT standards.
• Frequent interaction with the end users using a high degree of patience and problem management techniques to solve problems.
• Follow through on resolution with end users.
• Research, resolve and respond to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards.
• Escalate problems to appropriate individuals based on established guidelines and procedures.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
• Test and ensure applications are correctly installed and configured on the computer.
• Provide accurate and creative solutions to user problems of moderate nature to ensure productivity.
• Review and analyze situations by reviewing a variety of factors.
• Recommends systems modifications to reduce user problems.
• Escalates more complex problems when required.
• Proficient with reporting software, such as Crystal software, and ability to create/customize reports to meet customers’ needs.
• Administration duties and other duties as assigned.
• Act with integrity and aspire to model our Core Values in the delivery of all services., The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Required to drive to other locations to access end-users on-site.
• May be required to lift and carry up to 50 lbs. of computer equipment.
• Required to sit for extended periods of time; stand, walk, carry, and bend.
• Close visual acuity (with correction, if needed) sufficient to work with and repair computers.
• Manual dexterity to use computers, mouse, telephone, and other standard office equipment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical internal office space; computer lab.
• Classrooms and conference rooms.
• The noise level in the work environment is usually low to moderate.

• Versatility - Understanding and appreciating different and opposing perspectives on an issue; adapting one’s approach as the requirements of the situation change; an eagerness for positive action; self-control; active listening.
• A collaborative work model - Cooperatively working and sharing responsibility; contributing to the group effort; realizing a sense of commitment and ownership in the success of the organization’s goals.
• Mutual accountability - Holds others accountable with their roles; provides and receives feedback and takes constructive action.

• Client/customer advocate - Identifies opportunities to improve quality of services; presents oneself professionally., Bachelor’s degree preferred but not required, Associates degree and equivalent experience acceptable Minimum of 1 year experience in the IT field roles that would support transition into this position Non-profit experience preferred but not required Qualifications

• Well-developed interpersonal, organizational, and problem-solving skills.
• Team player with a desire to provide a high level of customer service.
• Driven for results
• Able to work independently with minimal supervision.
• Thorough understanding of desktop hardware support and trouble ticket resolution.
• Basic knowledge of project management is a plus.

Language Ability to read and speak English proficiently. Bilingual is a plus. Physical Demands