IT Helpdesk Specialist

Job Summary: 

The IT Helpdesk Specialist is part of a collaborative team of professionals that ensures that Chrysalis staff and clients have the technology resources they require to achieve their mission. Responsible for providing technical assistance and support related to computer systems, hardware / software. Responds to tickets, runs tests and diagnostics, isolates problems and determines / implements solutions and escalates tickets. Supports staff either over the phone, in person, or online via trouble tickets, works directly with staff through a help desk ticketing software, directing them to existing documentation or talking them through step-by-step solutions to problems they encounter using the organization’s software and hardware. 

Duties and Responsibilities to include but not limited to: 

• Setup, testing, and deployment of new hardware, ensuring that new computers and other equipment are deployed and in use as quickly as possible.


• Manage incoming support tickets, providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. 


• Provide information/assistance to colleagues either in person, over the phone or by email/chat and follow up to ensure the issue has been resolved. 


• Document known issues and solutions, write training manuals and guides for staff. 


• Install, modify, and repair computer hardware and software. 


• Reach out to DELL in order to request technical support for laptops. 


• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. 


• Install computer peripherals for users. 


• Monitoring and maintenance of client computer labs in all locations, identifying service issues and ensuring timely resolution 


• Monitoring and maintenance of client computer labs and virtual stations, copiers, printers, and other peripherals in all locations, identifying service issues, ensuring timely resolution, and ensuring adequate quantities of toner and other supplies. 


• Preparation of all equipment designated as eWaste, and arranging for its timely shipment and appropriate disposal 


• Backup in processing, Onboarding, Offboarding, Employee Position Change, etc.


• Support and backup of the other IT Team members at times of vacation, leaves, and peak-workload 


• Other duties as assigned 

Competencies & Qualifications: 

• Commitment to Chrysalis’ Mission, Vision and Values 


• Training and experience supporting and troubleshooting latest Windows OS and Microsoft Office applications in a corporate network environment 


• Strong organizational skills 


• Ability to prioritize competing projects/tasks 


• Experience working with a Help Desk trouble ticket system 


• Strong customer service attitude and communication skills (verbal and written) 


• Able to work independently 


• Reliable transportation to travel between meetings and sites, as needed (mileage reimbursed) 

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee must occasionally lift and/or move up to 25 pounds.

FAIR CHANCE HIRING STATEMENT

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ community.