IT Help Desk Technician

The Information Technology Help Desk Technician is responsible for providing network and hardware maintenance and support, help desk support to end users, and provide backup to the Director of Information Technology for a variety of network, hardware, and software applications. The IT Help Desk Technician is a member of the Operations team, which includes the areas of Human Resources, Information Technology, and general office oversight. The Operations team works together to provide high quality and timely support to the work of the organization, with a focus on providing excellent customer services to its internal customers while maintaining excellent relations with external contacts.

The salary range for this role is $52,000 to $60,000.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Help Desk Support

• Process and respond to various help desk support tickets for end-users
• Provide Level I Help Desk support for end-users using Microsoft Office Suite, Microsoft Office 365, and various applications (i.e., Financial Edge, Raiser's Edge, Provide)
• Provide Level I support of desktops, laptops, mobile devices, and network peripherals
• Provide Level I support for printers and photocopiers, including ensuring maintenance of toner stock and coordinating service calls for maintenance and repair
• Conduct Level I configuration and setup of systems as assigned by the Director of Information Technology

IT Administrative Support

• Maintain AFC 'how to' documentation
• Maintain hardware and software inventory
• Image, configure, and set-up new workstations and mobile devices
• Manage and audit updates on endpoint devices
• Create new user accounts as needed
• Maintain and monitor hardware and software inventory
• Maintain telephone system, including adding new users, moving extensions, and other duties
• Maintain toner stock
• Maintain recycling program for printer toner and discontinued IT equipment
• Maintain the organizational integrity of IT workspaces
• Serve as network emergency on-call backup to the Director of Information Technology

Other

• Assist the Director of Information Technology and the IT Help Desk Manager on other IT-related matters as needed
• Assist with agency-wide activities as directed, including Annual Meeting, AIDS Run & Walk, and others
• Maintain and update job knowledge by participating in training and educational opportunities, reading professional publications, and participating in professional organizations
• Protect organization's value and manage risk by keeping information confidential
• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES

None

EXPERIENCE AND EDUCATION

Minimum Qualifications

1 year of Help Desk Support experience

Preferred Qualifications

Associate’s Degree in Computer Science or related field AND 1 or more years Help Desk Support experience

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Windows and the Microsoft 365 Suite troubleshooting
• Knowledge of computer hardware and troubleshooting
• Willingness to provide excellent customer service
• Attention to detail including following Policies and Procedures
• Ability to perform administrative tasks
• Ability to problem solve and adapt
• Patience to work with end users of various technical abilities

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

None

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The physical demands are representative of those found in a general office environment. Additionally, the ability to lift, setup, and arrange various computer equipment, as well do wire management under desks and other various small areas. Occasional lifting and mounting of heavier objects such as servers and switches may be required.

https://aids-foundation-chicago.breezy.hr/p/650905fd85f2-it-help-desk-technician?state=published