Help Desk Technician Level III

Job Opportunity

Help Desk Technician Level III

Department

Technology Services

Reports To

Associate Director of IT Services

Position Summary

Cross Catholic Outreach is currently hiring a Help Desk Technician Level III to join our organization. Candidates should have a minimum of 5 years’ experience in IT Help Desk. The IT Help Desk Technician Level III is responsible for providing advanced technical support and assistance to our remote and on-site employees. You will interact with employees by phone and in-person to help resolve any computer or software related issues they may have. The position also requires the candidate to run daily devotionals via Zoom. The candidate should be task oriented and have excellent time management skills. The position typically requires a standard 40-hour week; however, they may be required to work overtime during periods of high demand or when deadlines are approaching.

Duties And Responsibilities

• Investigates, diagnoses, and resolves problems for Tier 2 and Tier 3 hardware and software issues, networking issues, and peripheral equipment for both on-site and remote users.
• Configure and deploy Information Technology resources, which includes but is not limited to desktops, laptops, printers, plotters, and mobile devices.
• Assist clients with the installation of business line software and related services.
• Knowledge of Windows Server (2016/2019) /desktop Operating Systems (10/11).
• Knowledge of Microsoft Active Directory and Microsoft Entra ID.
• Experience working with Microsoft 365.
• Assist in engineering and implementing system solutions for staff using technologies that meet their needs.
• Operation of daily devotions via Zoom room.
• Create step-by-step training material with screenshots for staff.
• Responsible for understanding and enforcing the Department’s Policies and Procedures.
  
  

Knowledge, Skills & Abilities Require/Preferred

• Ability to work both independently and in a team environment while following departmental policies and procedures.
• Skilled in time management and task oriented.
• Detail-oriented with the ability to effectively multi-task.
• Strong verbal, written, and interpersonal communication skills in the English language; ability to speak Spanish highly desirable.
• Documentation of trouble shooting solutions and the configuration of systems’ hardware and software.
• SharePoint and SQL knowledge is a plus.
• Fortinet Router knowledge is a plus.
• Zoom communications knowledge is a plus.
• Occasionally required to stand, walk, and stoop, kneel, crouch, or crawl.
• Must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 30 pounds.
  
  

Experience Requirements

• Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Cross.
• Strong knowledge of Windows operating systems.
• Working knowledge and thorough understanding of testing, analyses and corrective action on systems, networks, hardware, and software in a secure environment.
• Working knowledge of network fundamentals, Active Directory, DHCP, DNS, and desktop operating systems.
• Anti-Virus, Malware, Email security technologies and concepts.
  
  

Education Or Certification Requirements

• Bachelor’s degree in information technology, computer science or equivalent; or AA in Information Technology with 5 years’ experience.
• Associate degree in the field of computer science with 7 years of IT help desk experience and certifications.
• Certifications: CompTIA A , Network , Security , Microsoft Certifications, Cisco preferred.
  
  

Application Process

Please submit your resume by email to careers@crosscatholic.org and include the title of the position in the subject line. Please be sure to include a cover letter detailing your spiritual background.

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