Information Technology Helpdesk Technician II

Ministry Function

The IT Help Desk Technician II supports the ministry of Convoy of Hope by supporting the technology needs of the organization. This primarily includes supporting Convoy of Hope team members by resolving issues with Apple macOS and Windows computers, mobile devices, and peripheral devices and deploying new equipment.

Essential Duties & Responsibilities

1. Provides help desk support to team members on a variety of IT requests related to hardware, software, and network devices.
2. Maintains the day-to-day operation of office equipment such as phones, printers, and conference rooms.
3. Provides new hardware, maintains inventory, and installs software and updates as needed.
4. Supports and trains team members using macOS, Windows, and iOS operating systems, providing an exceptional level of customer service.
5. Regularly obtains new technical knowledge for the benefit of the organization through cross-training with existing team members, online training, obtaining relevant certifications, and attending applicable conferences.
6. Provides after-hours support as needed.
7. Fulfills other duties as assigned.

Required Knowledge, Skills & Abilities

1. A bachelor’s degree in an IT-related field is preferred. A high school diploma or equivalent is required.
2. Three or more years’ experience working in an end-user technical support role is preferred.
3. Possesses knowledge of supporting both macOS and Windows operating systems in a business environment.
4. Demonstrates ability to support a wide range of technologies including desktops and laptops, printers and peripherals, mobile devices, and macOS, Windows, and Windows Server operating systems.
5. Exhibits ability to support business applications such as Google Apps, Zoom, and MS-Office 365.
6. Displays strong customer service skills, interpersonal communication skills, attention to detail, and ability to multitask with speed, accuracy, and efficiency.
7. Is confident and outgoing, with a strong emphasis on customer satisfaction.
8. Demonstrates excellent communication skills — both verbally and in writing.
9. Displays ability to work under tight deadlines, be highly organized, prioritize projects, and work both within a team and independently.
10. Possesses ability to lift up to 50 pounds.
11. Attends and actively participates in Convoy of Hope At Home Week meetings and activities as a required responsibility to the organization and fellow team members.
12. Serves as an advocate for the ministry, striving to nurture, broaden, and develop financial and other resource opportunities to support and expand organizational and program ministry.
13. Positively represents the ministry of Convoy of Hope, including its mission statement and core values, to all outside constituencies.
14. As a Christian organization, Convoy of Hope believes it is critical that team members embrace the organization’s religious purposes for which it exists and not only agree with its Statement of Faith but demonstrate it in their lives on an ongoing basis.

Supervisory Responsibilities  

This position has no supervisory responsibilities at this time.