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Help Desk Technician

4 months ago

Madison, United States Catholic Charities of Madison Full time
The heart of our mission is to demonstrate Christ’s love and justice by caring in faith for the human family. We change lives by helping and employing people of all backgrounds.

Catholic Charities of Madison, has an immediate opening for a skilled and motivated Help Desk Technician to join our team. As a Help Desk Technician you will be responsible for providing technical and operational assistance and support to end users in Madison, Janesville and Montello regarding hardware, software and network related issues both onsite and remotely. The primary goal of this position is to ensure prompt resolution of technical problems to maintain organizational continuity and user satisfaction.

Our robust benefits package includes:

Health
Dental
Vision
Life
403(b) with a 6% match after 1 year
PTO (23 days to start)
10 Holidays
Employee Referral Program ($500 per referral)

Principle Accountabilities

Provide first-line technical support to end users via phone, email, or in-person, at program locations or remotely.
Diagnose and troubleshoot hardware, software, and network issues in a timely, friendly and efficient manner, while ensuring a high level of customer satisfaction.
Guide users through step-by-step solutions, both remotely and onsite, making them comfortable with technology.
Escalate unresolved issues to the outsourced IT firm or vendors for further investigation and resolution.
Document all support activities including issue details, troubleshooting steps, and resolution in the ticketing system.
Provide on-board training for all new hires.
Install, configure, and maintain computer hardware, software applications and peripheral devices.
Manage user accounts, including password resets, account creation, and access permissions.
In conjunction with outsourced IT firm, conduct regular system maintenance tasks such as software installations, updates, patches and backups.
Create and update technical documentation, user guides, and FAQs.
Provide on-going technical training and guidance to end-users on software applications and IT best practices. This training may take place at program locations.
Stay informed about the latest technology trends, products, and industry developments to improve support services.

Qualifications

Proven experience in a help desk, technical support or similar role.
Proficiency in troubleshooting Windows operating systems.
Familiarity with Microsoft Office Suite, email clients, and other common software applications.
Basic understanding of networking concepts, protocols, and troubleshooting techniques.
Ability to prioritize tasks, manage time effectively and work independently in a fast-paced environment.
Excellent communication skills, both written and verbal, with a customer-focused attitude.
Strong problem-solving skills, with the ability to think analytically under pressure.
Self-motivated with excellent attention to detail and consistent follow-through.
Associate degree in information technology, computer science, or related field, or equivalent work experience.
Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
Willing to work flexible hours as necessary. Occasional after-hours work may be required for system updates or urgent issues.
Must be able to lift/carry 25 to 40 pounds and tolerate medium physical effort including walking, standing, lifting, stooping, squatting, bending, crouching, crawling, and reaching.
Ability and desire to travel to our program locations to provide support and training on a regular basis.
Must hold a valid drivers license and proof of insurance.

Catholic Charities is committed to achieving a diverse workforce and to maintaining an atmosphere of equity and inclusion. We want our staff and programming to reflect the rich culture and diversity of our state and actively encourage applicants from diverse backgrounds to apply.

We serve and employ persons regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Employees do not have to be Catholic to work for Catholic Charities. We are an Equal Opportunity/Affirmative Action employer committed to achieving a diverse workforce and maintaining an atmosphere of diversity and inclusion. We want our staff and programming to reflect the rich culture and diversity of our state and actively encourage applicants from diverse backgrounds to apply.