The Daughters of Charity Ministries is hiring for a Technical Support Analyst who is responsible for providing remote support for all technical issues and requests impacting the virtual and onsite environment of the organization. The Technical Support Analyst will utilize their practical expertise to analyze, troubleshoot, document, and repair computer systems, and to alleviate technical issues. The ability to interact with staff (at all levels), in a fast-paced environment, remaining flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality is crucial to this role. This position requires a candidate with a very high level of organization and flexibility, who enjoys working with multiple technical platforms. Excellent written and verbal communication skills as well as close attention to detail is equally important. This position will report to the Information Technology Manager.

ESSENTIAL FUNCTIONS:

1. Provide end user support as the first point of contact for IT requests including but not limited to virtual systems, software, end user licensing, and hardware.
2. Provide support with Windows and Mac operating systems, including Active Directory updates, Mobile Device Management, User administration, End user operations, Equipment set up and deployment, and IT training.
3. Maintain strong client, team, and vendor relationships to establish standards and efficiencies in issue resolution.
4. Maintain strong verbal and written communication, supporting the Technical Solution Center's communication, consultation, and escalation strategies.
5. Triage end user requests using various intake channels, to result in thorough documentation for the ticketing system.
6. Ability to collaborate on workflow development to improve policies, processes, and services.
7. Maintain established Service Level Agreements and develop Key Performance Indicators in line with daily routines.
8. Leverage the IT Knowledge Base and maintain connection with associated stakeholders.
9. Arrange for the repair and maintenance of office equipment.
10. Conserve time by reading, researching, collecting, and analyzing information as needed, in advance.
11. Perform other duties as assigned.

OTHER ACCOUNTABILITIES:

1. Promotes, exemplifies, and supports the values of service to persons who are poor and the mission and values of the daughters of Charity.
2. Provides continuing evaluation of current procedures and systems and suggestions for improvements.
3. Pursues continuing education to advance knowledge in position related areas.
4. Creates an environment that fosters teamwork, effective communication, responsiveness, and service.
5. Performs special assignments or projects as directed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Remote with Travel required on occasion

Ability to sit in front of a computer screen and be on the phone for extended periods of time

EDUCATION AND EXPERIENCE:

The position requires at a minimum, a high school diploma or GED. The candidate must have at least three years of experience in the Support IT field. An Associate Degree or higher in computer/information sciences or related fields is preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Expertise in the following areas: Windows and Mac operating systems, Active Directory and Microsoft technologies, such as the Microsoft Deployment tool, Mobile Device Management, User administration, End user operations, Equipment set up and deploy, and IT training.
2. Mobile device management iOS/Android
3. Microsoft Edge, Google Chrome
4. Telecommunications: PBX. Voice mail, VoIP, and peripheral devices
5. Understanding of Desktop and Laptop hardware
6. General knowledge of all Microsoft Operating systems: Windows 10 and Microsoft Office 365 required
7. Ability to diagnose and resolve simple to moderate technical problems.
8. Well-developed interpersonal, organizational, and problem-solving skills and be a team player with a desire to provide a high level of customer service.
9. Excellent communication skills including:
   1. Composure and confidence.
   2. Seeks prompt feedback to ensure accurate communication.
   3. Active listening to input from client/user/staff/peer.
   4. Communicates in a solution-oriented fashion.
10. A positive attitude is a must.

Daughters of Charity Ministries, Inc. may obtain "consumer reports" about you from a consumer reporting agency for employment purposes. A "consumer" report is a background screening report that may contain information regarding your criminal history, sex offender registry status, credit history, employment history, education verification, driving history, professional licenses, and other information about you. It may bear upon your character, general reputation, personal characteristics, and/or mode of living.