Help Desk Technician

1 week ago

Tampa, Florida, United States Metropolitan Ministries Full time
About Metropolitan Ministries

Metropolitan Ministries is a grassroots, donor, and volunteer-fueled community nonprofit that has been providing life-changing solutions for those who are homeless and at risk of becoming homeless in Tampa Bay since 1972.

We serve families in Hillsborough, Pinellas, Pasco, Polk, and Hernando counties with compassion, practical help, and a willingness to make a huge difference.

Job Summary

We are seeking a highly skilled Help Desk Level II Technician to join our team. The successful candidate will be responsible for ensuring proper computer operation so that end users can accomplish business tasks.

This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, and equipment to ensure optimal performance.

Key Responsibilities
  • Troubleshoot problem areas in a timely fashion and provide end-user assistance.
  • Assist systems staff when deploying new software and upgrade installations.
  • Provide quality technical support services and customer service on a consistent basis.
  • Support relating to technical issues involving Microsoft's core business applications and operating systems.
  • Support for client-specific applications including cloud-based services.
  • Basic technical support at the network level: LAN.
  • Troubleshoot a variety of computers, IP phones, peripherals, networking, or related software and hardware issues.
  • Assist in workstation life cycle rotations.
  • Provide and apply accurate and efficient technical and practical solutions to solve customer issues.
  • Identifying and escalating issues quickly to responsibility owner.
  • Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer interaction, ensuring completion before closing service requests.
  • Maintain technical asset inventory.
  • Develop user training manuals, help sheets, frequently asked questions, and procedures.
  • Consistently meet and exceed goals and service levels for customer service, technical quality, and first call resolution.
Requirements
  • Troubleshooting of Microsoft Windows operating systems.
  • Troubleshooting of Mobile and tablet operating systems such as Android and iOS.
  • Knowledge of Virus/Malware removal processes.
  • Ability to properly install, configure, and troubleshoot peripherals such as printers, scanners, webcams, and other various devices.
  • Excellent verbal and written communication skills.
  • Ability to continually learn, be trained, and accept constructive feedback.
  • Able to keep organized and efficient while handling multiple tasks or multiple customers at the same time.
  • Detailed and goal-oriented.
  • Strong and dedicated work ethic.
  • Ability to manage time effectively.
  • A minimum of 3 years of experience in a help desk support environment is required.
  • Experience with service desk ticketing systems.
  • Experience supporting Microsoft Office 365.
  • Experience with Active Directory (account management).
What We Offer
  • Salary: $20.00
  • Group health, vision, and dental coverage at affordable rates, along with family coverage if you choose to purchase it.
  • Preventative care is 100% covered (free) on all plans.
  • PTO is offered to full-time and part-time employees.
  • 11 days of PTO and 10 paid holidays annually.
  • Option to participate in the 401K plan with employer match.
  • $15,000 in employee Life Insurance paid for by Metropolitan Ministries.
  • Employee Assistance Program.
  • Option to participate in supplemental group insurance plans at affordable rates.
  • Tuition reimbursement program.
  • Training and career development.
  • Discounted membership at the YMCA.

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