Help Desk III

1 week ago

Hartford, United States Community Renewal Team Full time $27 - $32
Job DescriptionJob Description

Our Mission

“Preparing Our Community to Meet Life’s challenges.”

We help everyone who comes to our door with resources for both immediate needs and long-term goals.

Our network of programs, services, and experiences strengthen individuals, families, and communities and provides opportunities for growth and economic stability.

Come join our team

When you become an employee at the Community Renewal Team (CRT), you will join a host of others with an average tenure of nine years of service. Some of our employees have celebrated more than twenty + years of service. You’ll participate in fun activities, themed- employee appreciation events, organization sponsored golf tournaments, etc. We celebrate the accomplishments of employees using our Wall of Excellence highlighting employees of the month. Opportunities to grow within the organization are plentiful. Most of our employees started in entry level positions and have been promoted throughout their career.

JOB DESCRIPTION

POSITION TITLE: Help Desk Level III

DEPARTMENT: Information Technology

FLSA STATUS: Non-Exempt

REPORTS TO: Manager of IT – User Support Services


GENERAL DESCRIPTION OF DUTIES

The purpose of the position is to provide troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Work requires specialized knowledge of the applications functions (including CRT business applications), capabilities, requirements, and technical support needs. Employees in this classification respond to client requests, plan for application modifications/upgrades, and coordinate application user and technical support activities. Help Desk III ascertains the nature of support requests and assists with both completing requests and elevating issues to IT Manager or relevant contracted, external support. Performs related work as directed.

ESSENTIAL JOB FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

  • Troubleshoot, analyze, and resolve LAN/WAN problems, including DHCP, TCP/IP, DNS, VPN issues, etc.
  • Secure, manage, maintain, monitor, & document all CRT Network resources including Data Center, Printer, Servers, Email & Electronic Communication Systems, and all related infrastructure including SAN storage.
  • Maintenance, and management of organizational Information Security tools, protocols and procedures (physical and logical)
  • Support disaster recovery and security.
  • IT Vendor Management & Procurement.
  • Monitor, maintain, and support infrastructure for organizational physical security tools (video surveillance & building access systems).
  • Assists with management and tracking of CRT IT assets including software, computers, and cell phones. Responsibilities also include reviewing bills and working with vendors when needed.
  • Create and maintain various reports, including organizational IT Asset List, software and hardware licenses and documentation.
  • Prepare end user training materials and deliver IT and software training in support of new application deployments to end users and provide on-going support.
  • Provide technology related support for various agency programs.
  • Receive and provide support to complex Help Desk tickets as needed.
  • Perform all Help Desk I and II duties if/when needed.

ADDITIONAL JOB FUNCTIONS

· Perform all other duties as assigned.

MINIMUM TRAINING AND EXPERIENCE

Education: Bachelor degree in related field required. A combination of education, training, and experience in lieu of degree is acceptable.

Experience: At least five (5) years’ experience in client/server systems and network support required. Experience with Vmware a plus. Experience with MS Active Directory, cloud-based applications, including Office 365 and Salesforce required; Network: MS Active Directory (multi-site), MS SQL, MS RDS, MS IIS; Virtual Environment: VMware; LAN/WAN: VPN, TCP/IP, DNS, DHCP; Infrastructure & Security: SonicWALL, Barracuda, HP; Voice Communications: Avaya, Nortel; Business Applications.

Demonstrated Skills: Strong server and network infrastructure skills (MS Active Directory) required. Proficient with MS Office 365 including Word, Excel, PowerPoint, and Outlook is required. Excellent troubleshooting, communication, and customer service skills.

Knowledge: Knowledge of Asset Management, Hardware and Network Troubleshooting, IT Security, Active Directory, Terminal Services, Azure and Office 365. Microsoft Certifications a plus.

Driving Requirement: YES Employee’s Own Vehicle: YES

Active Driver License in good standing required upon hire and throughout employment.

ADA COMPLIANCE

Physical Ability: Tasks involve the regular and, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and that may involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20-50 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors. Some tasks require the ability to perceive and discriminate depths. Some tasks require visual perception and discrimination. Some tasks require oral communications ability.

Environmental Factors: Tasks are occasionally performed with exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.


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