TITLE: Helpdesk Technician

REPORTS TO: Director, IT

LOCATION: Hybrid, U.S. Based

BACKGROUND:

Urban Strategies, Inc. is a 501(c) 3 corporation founded in 1978. The mission of Urban Strategies is to empower residents in distressed urban core neighborhoods to lead healthy, prosperous lives in thriving, self-sustaining communities. Our goal is to ensure that all of our families are stable and thriving. Urban Strategies plans and implements Human Capital building strategies designed to end the physical, social and economic isolation of obsolete and distressed communities by: 1) creating an attractive mixed income community and 2) supporting low-income residents in progressing toward self-sufficiency. Urban Strategies uses innovative and high alignment approaches to provide families with a broad and integrated set of supports as they make the transition to new housing and to economic self-sufficiency. Urban Strategies also collaborates with other community organizations to increase the human capital-building assets in the community.

RESPONSIBILITIES:

We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

HELP DESK DUTIES AND RESPONSIBILITIES:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to user queries by phone, email, and instant messaging
• Create step-by-step training material with screenshots for users

• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
• Document internal procedures
• Ask educated questions and listen to end users to determine root cause of issues
• Work through the problem-solving process with users, empowering them to do the same in the future
• Run diagnostic problems to resolve problems
• Clean up computers
• Train incoming staff
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to ease in future troubleshooting

HELP DESK REQUIREMENTS AND QUALIFICATIONS:

• Experience with Zendesk Service
• Experience with Microsoft 365 environments
• Microsoft Azure experience a plus
• Ability to diagnose and resolve basic computer/technical issues
• Excellent communication skills
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Strong Microsoft Outlook, Excel and Word skills
• Strong verbal and written communication skills
• Ability to plan, prioritize and organize work

• Ability to solve problems and achieve objectives with capacity building
• The ability to work independently and with initiative, combined with skills for thriving in a team environment to achieve shared goals.
• Ability to follow instructions

Urban Strategies is an equal opportunity employer.