Hybrid IT Help Desk Support Technician

at The Community Builders, Inc.

• Job title: IT Help Desk Support Technician
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $55,000 - $60,000 per year
• Degree requirement: High School Diploma
• Tech skills: Cloud
• Location requirements: Hybrid, St Paul, United States

About the role

• IT Help Desk Support Technician providing support for technological needs at The Community Builders. Responsible for resolving issues and maintaining tech resources for employees.

Responsibilities

• Provide technical support to TCB employees via phone, remote screen-share, and in person while adhering to company standards and guidelines.
• Remotely support employees who are based on-site, traveling, or at remote offices.
• When required, perform software deployment and implementations.
• Thoroughly document support activities in a ticketing system, keeping track of ongoing issues and providing effective solutions.
• Create Knowledge Base articles for unique solutions to new technical challenges that arise.
• Maintain computers and mobile devices with updates to ensure usability and security.
• Identify and diagnose any issues that arise and offer effective solutions, following through to resolution.
• Work with vendors and staff to create laptop images with the latest updates and configurations.
• Represent the IT department with the highest level of professionalism and customer service.
• Other duties as assigned.

Requirements

• High School Diploma or GED required
• 2-year college program or equivalent work experience preferred
• Working knowledge of Microsoft Office 365 and Active Directory
• Strong technical proficiency with enterprise technology platforms such as networking, information security, end user computing, mobile device technology, telephony, cloud solutions, email, and collaboration tools.
• 3 years of experience delivering technology support across a diverse range of IT services and technologies, including standard operating systems, desktop applications, and network infrastructure.
• Strong track record of exemplifying customer service excellence and accountability/ownership for the total customer experience.
• Demonstrated ability to perform well and demonstrate sound judgement under stress when confronted with emergencies, critical, or unusual customer situations.
• Ability to maintain a strong sense of urgency.
• Demonstrated ability to effectively and positively manage significant change (i.e., organizational, technical, functional) while maintaining a focus on customer support.
• Strong written and oral communication skills with the ability to clearly communicate to external and internal clients regarding support operations and new/enhanced services.
• Ability to adapt communication style to diverse audiences within the TCB community
• Strong time management skills, including the ability to multitask, organize workflow, prioritize tasks, and manage a changing workload individually and across a team.
• Experience working with the following systems and software a plus: Microsoft Office 365, Cisco Meraki Networks, Zoom, Mimecast, DUO, Okta, Malwarebytes, and Security Systems (Cameras, NVR, Fobs, Intercoms).

Benefits

• Medical, dental, and vision insurance
• 12 Paid Holidays & tenure-based PTO accruals
• Employer contributions to Health Savings Accounts
• Company paid Life & Disability Insurance
• 403(b) retirement plan with company match
• Tax-advantage accounts: commuter/parking, medical & dependent care FSA
• Hospital & Critical Illness Insurance
• Confidential, 24/7 Employee Assistance Program