IT Helpdesk Technician

Job Description

The IT Helpdesk Technician attends to the day-to-day activities of the help desk. They maintain timely delivery of end-user support, maintenance, and scheduling of new installations of hardware and software. They monitor solutions to ensure optimum user-system performance and implement necessary procedures to track technical problems and user difficulties.

This position will work in conjunction with the IT Helpdesk Manager to maintain all aspects of WithinReach information systems. They should have a strong sense of ownership, commitment to friendly and responsive customer service, and technical excellence. This position requires work during regular business hours as well as some availability outside normal hours for emergencies and tasks best performed on-site.

The broad-based experience of an IT generalist, combined with strong interpersonal skills, is preferred to extensive experience in a narrow framework of technologies.

• Respond in a timely and positive manner to staff requests for help
• Provide excellent customer service
• Investigate user problems, determine possible solutions, and test and implement solutions
• Install, configure and maintain personal computers, laptops, tablets, mobile devices, and other hardware in a local area network and in a remote environment
• Support the telephone system, including the voice mail system, the hotlines system, desk phones, and virtual softphones
• Provide emergency support on-site at the WithinReach office or by phone during normal business hours and outside normal business hours to the extent possible
• Provide training for end-users on best-practices and efficient use of systems and equipment
• Maintain confidentiality as appropriate for a secure IT system

In conjunction with IT Helpdesk Manager:

• Assist with active monitoring and maintenance of network utilities: system security, virus protection, backups, and updates/patches
• Troubleshoot network systems, applications, and connectivity to identify and correct malfunctions and other operational difficulties
• Assist with planning and configuration of systems: server maintenance, management of physical and virtual machines, resource permissions management and configuration, file system integrity maintenance, and Active Directory users and objects management
• Assist with software and application installation and upgrades
• Assist end users in complying with policies and procedures
• Document organization systems and operations and daily work product
• Maintain end-user and IT knowledge base documents
• Work remotely during regular business hours, and on-site at the WithinReach office as needed to address issues/update IT systems

In conjunction with IT Helpdesk Manager:

• Identify problems & evaluate trends to help anticipate requirements. Assist in researching potential strategies & solutions
• Assist in maintaining organization's effectiveness and efficiency by helping to define, deliver, implement and support strategic plans and new technologies
• Preserve assets by supporting disaster recovery, data back-up procedures and information security and control structures
• Provide input for the annual budget
• Maintain quality service by establishing and enforcing organization standards
• Assist in tracking IT inventory

Qualifications

• Associate (AA) or Undergraduate degree in Computer Science, Information Technology, or related field
• 1 or more years related experience working in IT helpdesk, desktop support, or related technology field supporting Microsoft platforms
• Enthusiastic interest in working for a non-profit organization
• Willing to work during regular business hours and be on-call on weekends and after main business hours for emergencies

• Patience and proven customer service excellence
• Excellent judgment, decision-making, and problem analysis and problem solving skills, with a high level of attention to detail, accuracy and confidentiality
• Excellent interpersonal, oral, and written communication skills
• Ability to train non-technical users in applications and procedures
• Proven success supporting Windows operating systems and productivity software, particularly MS Office Suite
• Proven ability to take initiative and to work independently and as part of team

• Experience with a fast-paced and complex technical environment within a mid-sized organization
• Solid experience troubleshooting and maintaining networks, PCs, other network devices and peripherals
• Experience with Windows Server operating systems, Exchange, Active Directory is a plus
• Experience with mobile devices, remote access technologies, cloud computing solutions and virtual machines, network utilities, telephony and VOIP
• Experience with Office 365/Microsoft 365 platform
• Experience supporting and maintaining web based technologies
• Experience with virtual meeting and video technologies, MS Teams and Zoom are a plus

Additional Information

WithinReach supports inclusion and diversity in all its forms. We strive to create a safe and open atmosphere. We commit to listening to, representing and embracing diverse perspectives and experiences in all we do.

WithinReach is an Equal Opportunity Employer. We seek to provide equal opportunity for all persons without regard to race, age, religion, gender, gender expression, marital status, sexual orientation, military status, national origin, or any other characteristic protected under the law. People of color and members of the LGBTQ community are strongly encouraged to apply. We are dedicated to cultivating a diverse workforce that serves and reflects our community.

All your information will be kept confidential according to EEO guidelines.