IT Help Desk Technician
Church World Service, Inc.

Job Info

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Overview

As a Help Desk Technician, you are responsible for responding to email, chat, or phone queries and offering technical support to staff using computer systems, hardware, and software.

To be a successful Help Desk Technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

Maintain certifications in A+, Network+ and Security+ (required during probationary period). Additional certifications are required and will be assigned yearly during performance review.

About CWS

Imagine waking up every morning with the chance to change someone's life. Imagine knowing your efforts will benefit both your career and our neighbors around the world. At CWS, our team knows they are making a difference every day. Whether you're in our U.S.-based offices supporting refugees, asylees or unaccompanied children ... implementing hygiene initiatives in Cambodia or rebuilding projects in Central America ... or even connecting remotely from your home on fundraising campaigns, grant reports, or critical communications - you have the opportunity to work towards a world where everyone has food, a voice and a safe place to call home.

Purpose

This position provides general help desk support for Church World Service. This includes support of computer systems, communication systems, hardware, software, data management systems, documentation and inventory. Additional duties include e-mail administration, LAN administration, and Intranet management.

Responsibilities

• Monitor the help desk and respond to hardware, software and network requests from users in timely and effective manner.
• Assist users in troubleshooting computer problems (hardware, software and network) following best practices. In complex cases, seek the assistance of the Information Technology Manager or other technical computer support.
• Provide network administration support (establishing connections, firewall management, interface configuration, point of contact for Internet providers, troubleshoot network devices, etc).
• Provide network maintenance.
• Establish network specs (baselines, network floor plans, logical and physical network diagrams).
• Analyze types of problems and inquiries of users in order to provide problem resolution and follow through to a solution.
• Assist in ordering new equipment and providing hardware and software installation services.
• Update programs and equipment with enhancements and system changes.
• Create and maintain an up-to-date inventory of all equipment following guidelines provided by the IT Help Desk Manager.
• Assist in documenting all IT procedures.
• Provide support for IT needs in all local and remote offices as requested.
• Assist users and provide support and troubleshooting for NY-based systems such as IRIS and Quantrax.
• Provide support for the IRP+ data integrity operations.
• With experience, provide training for users in standard software applications and services.
• Attend training sessions on new products and provide input for users in utilizing the products.
• Travel to other CWS work sites to assist with IT systems, on a limited basis and as required by supervisor.
• Attain the following technical certifications related to Help Desk support: A+, Network+, Security+.
• Attain additional certifications as assigned.
• Provide technology set up services for meeting rooms.
• Monitor email stream for scam and phishing emails as well as releasing quarantined legitimate emails.
• Maintain asset inventory spreadsheets.
• Arrange managed mobile devices for end users within 48 hours of notice.
• Research latest vulnerability statements from appropriate vendors and aid in patching vulnerabilities.
• Install computer peripherals for end users.
• Escalate issues to the Help Desk Manager as needed.
• Ensure security requirement are met by all end users.
• Occasional travel may be required.
• Other duties as assigned.

Qualifications

Education:

• Associates Degree or equivalent work experience.
• A+ Certification preferred. Certification in Microsoft Office applications, Microsoft Server technology, Microsoft cloud products (Office 365, Teams, Azure, Forms, etc.), Microsoft operating systems or Cisco's CCNA would be helpful.

Experience:

• 2+ years experience supporting Windows based environments.
• Must understand basic networking fundamentals. Must demonstrate project management skills. Must have work experience where good communication skills were necessary.

Other Skills:

• Detail oriented and good analytical skills. Good problem-solving and team-working skills.
• Excellent communication and interpersonal skills. An openness to learning new technologies.

Benefits

CWS offers a competitive benefits package that includes:
- 403 (b) Retirement Plan
- Medical, Dental and Vision Insurance
- Generous Paid Time Off (21 Paid Days Off; 27 Days after 2 Years)
- 14 Official Holidays
- Sick Time Off (12 Accrued monthly)
- Life Insurance and AD&D
- Long Term and Short-Term Disability
- Employee Assistance Program (EAP)
- Health Savings Account
- Flexible Spending Accounts
- Commuter Benefits

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