Service Desk Technician Ii

Are you passionate about creating opportunities for people to thrive?

Catholic Charities is the place for you!

Service Desk Technician II

The mission of Catholic Charities is to serve those most in need and to advocate for justice in the community.

As the need for our services grows and becomes increasingly complex, Catholic Charities is working to adapt and respond. We respond in three ways – preventing poverty, meeting basic needs in times of crisis, and creating pathways out of poverty.

WAGE RANGE: $27.50-$32.00/hourly

JOB SUMMARY:Catholic Charities is seeking an initiative-taking, detail-orientated, tech-savvy individual who is compassionate, trauma-informed, and culturally aware to work as a Service Desk Technician II.

This position will be supporting Catholic Charities with Level One incoming support needs from internal clients with desktop, network equipment phone systems, and software applications. This position will be supporting Catholic Charities with level one incoming support needs from internal clients’ with desktop, network equipment phone systems, and software applications.

In addition to the Level One duties, the Tier II (lead) role will assist in the establishment of a newly formed internal Service Desk and expected to provide matrix reporting, effectiveness feedback and assist expectations for the fellow Service Desk Technician.

The position works under the direction of the IT Department management and will be a member of a Support/Service Desk team that consists of one other technician.

ESSENTIAL FUNCTIONS:

1. Manages end-user expectations.
2. Provides exceptional customer service.
3. Provides remote technical support via telephone and remote access tools.
4. Documents all work completed in service tickets.
5. Creates and maintains good technical documentation.
6. Provides end-user training and writes end-user SOPs to enhance productivity.
7. Maintains excellent communication with the end-users, Service Manager, and other team members.
8. Participates in after-hours on-call support on a rotating schedule.
9. Reporting Service Desk statistics to management
10. Mentor, train, and assist Tier I Service Desk Technicians as needed.
11. Handle complex service requests as needed.
12. Other duties as assigned.

MINIMUM QUALIFICATIONS/EXPERTISE:

• Post-secondary education required.
• Desktop Support Experience: supporting desktop operating systems, primarily Microsoft-based, & end-user applications
• User & Email Management Experience: Familiar with adding, modifying, and removing user accounts in Active Directory, Exchange, & Office 365
• Server Support Experience: Familiar with initial troubleshooting of server-related issues
• Understanding of networking technologies: Ethernet & wireless
• Self-motivated when tickets/tasks are assigned; creates a task list; and works that list with minimal guidance. Reporting back to the Service Manager & end-users on progress/issues.
• Exceptional communication, documentation, time management, & task management skills
• Ability to work with diverse and/or low-income populations, including those who may be experiencing homelessness, unstable housing, and/or mental illness required.
• Industry certification strongly preferred: Mid-level Microsoft and/or CompTIA certification strongly preferred.
• Two (2) years of desktop and server support experience required.

Catholic Charities is an equal opportunity employer.

Job Description Updated: 12/15/2023.

Please note this job description is not designed to cover or contain a comprehensive listing of all functions that are required of the employee for this job.