Job Overview
To further the spiritual and religious mission of the Diocese of Colorado Springs by providing customer service and helpdesk support to end-users, installing, maintaining and troubleshooting computer hardware and software
Essential Duties/Responsibilities:
- Customer Service role providing helpdesk services to end-users including diocesan, Catholic Charities, and Partners in Housing staff, and other related organizations
- Customer Service approach to all aspects of position, displaying patience and tolerance for diverse level users
- Receive and respond to requests for assistance with computer hardware, software, wired and wireless networking, mobile devices, printers and other peripherals
- Troubleshoot and support software applications, including Microsoft Business Products, Office 365, Azure, Entra, Power BI, Chrome/Edge/Firefox, Adobe Creative Suite, SharePoint, Hyper-V, Trend Micro and other utilities and applications
- Troubleshoot and resolve hardware problems with computers, printers, scanners and other peripherals
- Maintain documentation of incidents and solutions in the ticketing system
- Create and maintain user guides and knowledge base articles
- Create and delete user and e-mail accounts, reset passwords, and assist users with remote connectivity to e-mail services, multifactor authentication, and VPN
- Assist users with web and internet communication technologies including internet domain names, DNS, web site hosting, Microsoft SharePoint intranet site, streaming video, e-mail distribution lists, social networking accounts, and web conferencing
- Conduct new employee orientation sessions, provide applicant testing, and assess end-user knowledge, helping to develop individual plans for skill improvement
- Receive, configure, and install new computer hardware and software; assist in reconnecting computers after office moves
- Maintain current knowledge of technological advances
- Support Microsoft Windows servers, active directory, group policy, file shares and data storage, printer shares, server hardware, and Hyper-V.
- Perform updates to software and hardware
- Support network infrastructure at supported locations: wired and wireless networks, switches, hubs, routers, Internet service, TCP/IP, DNS, DHCP, SMTP
- Support network security policies, firewalls, VPN, secure remote access, encryption
- Perform data backup system and data restores
- Develop and maintain documentation of network assets and inventory
- Facilitate third-party company technical support and warranty claims
Minimum Requirements
Education or Formal Training/Experience
- Minimum – Associate Degree in computer related field preferred
- Three years' experience working in a customer service capacity with people of varying technical abilities, troubleshooting personal computers, Microsoft Windows operating system, and Microsoft Office productivity software.
- Microsoft Certified Professional (MCP) certification in Windows, Comptia A+ Computer Technician certification, and Cisco CCNA certification a plus
Knowledge, Skills, and Abilities
- Knowledge of Microsoft Office productivity applications (Outlook, Word, Excel, PowerPoint, Publisher)
- Knowledge of wired and wireless TCP/IP networking in LAN/WAN/VLAN/ VPN/Internet environments
- Knowledge of virtual machine environments and Hyper-V
- Knowledge of remote support applications
- Ability to establish and maintain interpersonal professional relationships with diverse people
- Ability to troubleshoot problems in a methodical, logical, and efficient manner
- Ability to research answers to problems through knowledgebase or the worldwide web
- Excellent verbal communication skills: Ability to listen effectively. Ability to explain technical subjects to non-technical persons clearly, patiently, and tactfully
- Ability to instruct individuals and groups with varying competencies, and develop curricula
- Ability to prioritize workload, multi-task and work independently
- Ability to react flexibly as situations change
- Ability to work on the telephone and computer for extended periods of time
Work Environment
- Most of the assigned duties are performed in an office environment
Join our team today if you are passionate about technology and helping others!
Job Types: Full-time, Permanent
Pay: $23.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
