IT Help Desk Technician II

Job Summary: The IT Help Desk Technician’s primary responsibility is providing IT system support for the agency with a priority on network monitoring, troubleshooting, and configuration. This position reports to the IT Help Desk Supervisor and requires a valid driver’s license and current liability insurance. 

Essential Duties and Responsibilities: 

Technical Support and IT Maintenance 

• Support IT projects including the set-up of new workstations 

• Perform troubleshooting of IT issues 

• Open, track, forward, and manage IT tickets 

• Maintain an IT asset inventory log 

• Maintain a sign out list of all mobile equipment 

• Assist with network implementation and set-up including physical network equipment and workstation installation 

• Visit Mercy House site locations to perform network health checks and troubleshooting 

• Communicate with vendors and service providers 

• Assist with miscellaneous IT needs 

Administrative and Physical IT Support 

• Perform IT administrative tasks as needed (filing, faxing, copying, etc.) 

• Lifting and transporting of computer and network equipment (may include lifting, bending, and squatting) 

• Some use of stepladders and ladders may be required 

• Attend department and inter-department meetings, as needed 

Miscellaneous 

• Attend staff meetings as required 

• Attend training workshops as needed 

• Enhance job performance by applying up-to-date professional and technical knowledge gained by attending seminars and conferences and reviewing professional publications 

• Perform ad hoc projects as appointed by supervisor  

• Assist with booking different conference rooms 

• Assist with incoming phone calls and visitors as appropriate 

Education and Experience 

• Minimum six months of experience in a helpdesk or Information Technology role; relevant certifications (i.e., CompTIA Network+, Microsoft 365

• Intermediate to advanced computer literacy including Windows 10, Microsoft Word, and Excel 

• Intermediate understanding of general networking and network tools required 

General 

• Reliable transportation required 

• A flexible work schedule including some schedule changes, some weekends, and evening shifts to meet the department’s needs  

• Ability to work independently and co-operatively as part of a team 

• Must be detail oriented with accurate data entry skills 

• Excellent communication and interpersonal skills 

• Strong organizational and time management skills 

• Ability to work in a fast-paced environment 

• Must be reliable, responsible, and able to meet deadlines 

• Ability to multi-task and use sound judgement