IT Help Desk Tech III

Job Description

Job description:

IT Help Desk Technician Level III

Position Title: Help Desk Technician Level III

Department: Technology Services

Report to: Associate Director of IT Services

Education

Bachelor's degree in information technology, computer science or equivalent; or AA in Information Technology with 5 years' experience.

Associate degree in the field of computer science with 7 years of IT help desk experience and certifications.
Certifications: CompTIA A+, Network+, Security+, Microsoft Certifications, Cisco preferred.

Position Summary

Cross Catholic Outreach is currently hiring a Help Desk Technician Level III to join our organization. Candidates should have a minimum of 5 years' experience in IT Help Desk. The IT Help Desk Technician Level III is responsible for providing advanced technical support and assistance to our remote and on-site employees. You will interact with employees by phone and in-person to help resolve any computer or software related issues they may have. The position also requires the candidate to run daily devotionals via Zoom. The candidate should be task oriented and have excellent time management skills. The position typically requires a standard 40-hour week; however, they may be required to work overtime during periods of high demand or when deadlines are approaching.

Responsibilities

Investigates, diagnoses, and resolves problems for Tier 2 and Tier 3 hardware and software issues, networking issues, and peripheral equipment for both on-site and remote users.

Configure and deploy Information Technology resources, which includes but is not limited to desktops, laptops, printers, plotters, and mobile devices.

Assist clients with the installation of business line software and related services.

Knowledge of Windows Server (2016/2019) /desktop Operating Systems (10/11)
Knowledge of Microsoft Active Directory and Microsoft Entra ID
Experience working with Microsoft 365
Assist in engineering and implementing system solutions for staff using technologies that meet their needs
Operation of daily devotions via Zoom room.

Monitor and respond to requests received through the IT helpdesk ticketing system.

Create step-by-step training material with screenshots for staff.

Responsible for understanding and enforcing the Department's Policies and Procedures

Qualifications

Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Cross.

Strong knowledge of Windows operating systems.
Working knowledge and thorough understanding of testing, analyses and corrective action on systems, networks, hardware, and software in a secure environment.

Working knowledge of network fundamentals, Active Directory, DHCP, DNS, and desktop operating systems.

Anti-Virus, Malware, Email security technologies and concepts.

Ability to work both independently and in a team environment while following departmental policies and procedures.

Skilled in time management and task oriented.

Detail-oriented with the ability to effectively multi-task.

Strong verbal, written, and interpersonal communication skills in the English language; ability to speak Spanish highly desirable.
Documentation of trouble shooting solutions and the configuration of systems' hardware and software.

SharePoint and SQL knowledge is a plus.
Fortinet Router knowledge is a plus.
Zoom communications knowledge is a plus.
Occasionally required to stand, walk, and stoop, kneel, crouch, or crawl.

Must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 30 pounds.

Job Type: Full-time

Benefits

About the Employer

We mobilize the global Catholic Church to transform the poor and their communities materially and spiritually for the glory of Jesus Christ.

Our
Vision
All Catholics around the world united in overcoming material and spiritual poverty