IT Help Desk Support Associate

Description

Position Title: IT Help Desk Support Associate

Department: Information Technology

Reports To: IT Manager/Director

FLSA Status: Non-Exempt

Employment Type: Full-Time

Position Summary

The IT Help Desk Support Associate provides first-line technical support to staff members across the organization, ensuring smooth operation of technology systems and equipment. This entry-level position focuses on hardware setup and maintenance, troubleshooting computer and copier issues, and providing software support for Microsoft Office 365 and Adobe applications. The ideal candidate will combine technical aptitude with strong customer service skills to deliver responsive, professional support to our nonprofit team.

Essential Duties And Responsibilities

Technical Support

• Respond to help desk tickets and support requests via phone, email, and in-person
• Troubleshoot and resolve hardware issues including desktops, laptops, monitors, printers, and peripherals
• Diagnose and repair or escalate copier/multifunction printer problems
• Provide software support for Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive)
• Assist users with Adobe Creative Cloud applications (Acrobat)
  
  

Hardware Setup and Maintenance

• Set up new workstations including computers, monitors, keyboards, mice, and other peripherals
• Install and configure operating systems and standard software applications
• Image and deploy computers using organizational standards
• Perform routine hardware maintenance and updates
• Maintain inventory of IT equipment and supplies
• Coordinate equipment returns and recycling for end-of-life devices
  
  

Documentation and Process Improvement

• Document technical issues and resolutions in the ticketing system
• Create and update user guides and knowledge base articles
• Follow established IT policies and procedures, including acceptable use policies
• Contribute to continuous improvement of IT support processes
• Maintain accurate records of hardware assignments and configurations
  
  

Customer Service

• Provide friendly, professional support to staff at all technical skill levels
• Communicate technical information clearly to non-technical users
• Prioritize and manage multiple support requests effectively
• Follow up with users to ensure issues are fully resolved
• Escalate complex issues to senior IT staff as needed
  
  

Qualifications

Education and Experience

• Associate degree in Information Technology, Computer Science, or related field, OR
• High school diploma/GED with relevant certifications and/or 1-2 years of technical support experience
• Experience with Windows 10/11 operating systems
• Familiarity with Mac OS is a plus
  
  

Technical Skills

• Strong working knowledge of Microsoft Office 365 applications
• Basic understanding of Adobe Creative Cloud applications
• Familiarity with computer hardware components and peripherals
• Knowledge of printer and copier troubleshooting
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
• Experience with ticketing systems preferred
• Basic knowledge of Active Directory and user account management
  
  

Soft Skills

• Excellent customer service orientation and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Ability to explain technical concepts to non-technical users
• Effective written and verbal communication skills
• Patience and professionalism when working with frustrated users
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Commitment to maintaining confidentiality and data security
  
  

Physical Requirements

• Ability to lift and move computer equipment up to 30 pounds
• Ability to work at a computer for extended periods
• Ability to bend, kneel, and reach when setting up equipment or troubleshooting hardware
• Ability to move throughout office locations to provide on-site support
  
  

Working Conditions

• Standard office environment
• Occasional work outside regular business hours for system maintenance or urgent issues
• May require travel between organizational sites/locations
  
  

Salary and Benefits

• Competitive salary commensurate with experience
• Comprehensive benefits package including health insurance, retirement plan, and paid time off
• Professional development opportunities and support for technical certifications
• Opportunity to grow within the IT department
  
  

Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.