What are the responsibilities and job description for the IT Help Desk II position at HOPE Community Services, Inc.?
EOE Statement
At HOPE, our goal is to be a diverse workforce that is representative, at all job levels, of the community we serve. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We are proud to be an equal opportunity workplace and an affirmative action employer.
Overview
HOPE Community Services, Inc. is a leading outpatient treatment provider in south Oklahoma City. We provide compassionate trauma informed care to individuals whose lives have been impacted by mental health and substance use disorders. We do this by providing compassionate and evidence-based treatment, aimed at improving the quality of life for those we serve.
We’re looking for an IT professional who enjoys solving problems, supporting people, and growing their technical skillset. This position bridges front-line help desk support and systems administration, playing a key role in maintaining a stable and secure environment for staff and the clients we serve.
About the Position
The IT Help Desk II provides Tier 1 and Tier 2 technical support to staff across the organization, resolving a wide range of hardware, software, and connectivity issues. This role also assists with maintaining a hybrid IT environment, including on-premises systems and Microsoft 365, helping ensure reliable and secure day-to-day operations.
Requirements
- High school diploma or GED required; associate’s degree or technical certification in Information Technology preferred
- Minimum of 2 years of experience in help desk or technical support, with exposure to Tier 2 troubleshooting or systems administration
- Reliable transportation and valid Oklahoma driver's license
Skills
- Strong troubleshooting and problem-solving skills across hardware, software, and network-related issues
- Ability to communicate technical information clearly to non-technical users
- Customer-focused mindset with a professional and respectful approach to support
- Effective time management and ability to prioritize tasks in a ticket-based environment
- Attention to detail with strong documentation and follow-through habits
- Ability to work both independently and collaboratively within a team
- Adaptability and willingness to learn new systems, tools, and processes
- Basic understanding of IT infrastructure, including user management, device deployment, and system access
- Organizational skills to maintain orderly systems, equipment, and documentation
- Ability to remain composed and solution-focused in high-pressure or fast-paced situations
We Offer
- Competitive Compensation
- Full Benefits, including 100% paid health and dental insurance
- Life Insurance
- Over 2 weeks of PTO in your first year
- 11 Paid Holidays per year (time and a half for worked holidays)
- Bereavement Leave (5 days per year)
- 8 Hours of Volunteer Pay
- 10% Retirement Contributions with no match required
- Paid Professional Development Time
- And more!