Desktop Support Technician I
: Job Details :

Job Summary: The Desktop Technician's role is to provide a primary point of contact for end-users to receive support and maintenance within the organization's desktop computing, audio/video and printing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, audio/video and peripheral equipment to ensure optimal workstation and presentation performance. Will also troubleshoot problem areas (in person, by telephone or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.Job Responsibilities:

Perform on-site analysis, diagnosis and resolution of complex technology-related issues for end-users and recommend and implement corrective solutions, including off-site repair for remote users as needed.

Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc.

Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.

Where required, administer and resolve issues with associated end-user workstation networking software products.

Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.

Ensure that physical desktop connections are in proper working order.

Prepare tests and applications for monitoring desktop performance then provide performance statistics and reports.

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

Accurately tag and document instances of desktop equipment or component failure, repair, installation, and removal.

If necessary, liaise with third-party support and equipment vendors.

Conduct research on products in support of procurement and development efforts. Evaluate and recommend products for purchase.

Other Job Responsibilities:

Participate in Ministry and prayer activities, as appropriate.

Other duties as assigned.

Star of Hope is a Christ-centered, community funded, non-profit religious organization.Qualifications: Education: Associate degree in an Information Technology or Electronics related field or 2 - 3 years equivalent work experience.Certifications: Microsoft Certification is desired.Skills & Experience:

Excellent technical knowledge of PC and desktop hardware.

Excellent technical knowledge of PC internal components.

Working technical knowledge of audio/video presentation hardware.

Hands-on hardware troubleshooting experience.

Working technical knowledge of current protocols, operating systems and standards, including TCP-IP.

Ability to operate tools, components and peripheral accessories.

Able to read and understand technical manuals, procedural documentation and OEM guides.

Be able to work respectfully, professionally, and in a Christ-like manner with everyone, able to maintain required client/staff boundaries, and possess a willingness to serve the Lord in a ministry that deals with homeless men, women, and children.Equipment Used: Desktop facilities and equipment room facilities. Standard office equipment; computer, phone, fax, printers, copiers, projectors, large format screens and sound reproduction, etc. Ability to drive personal vehicle as needed. Valid Texas Driver's License, with acceptable driving record and current liability insurance. Work Environment: Normal business hours, office environment, occasional weekend or evening events. Occasional visits to program sites may be required. Will occasionally be required to meet in program facilities. Work schedule may be subject to change to meet the business needs of the mission. Participation in ministry activities is encouraged. Professional dress, unless working on a project requiring a more casual attire. Jeans with no holes/fraying may only be worn on Fridays and only as long as a Star of Hope shirt (T-shirt, polo-style or sweatshirt) is worn.Relations with Others: Frequent contact with staff and vendors. Some contact with donors, volunteers and minimal contact with clients.Physical Requirements: Must be able to lift up to 50lbs. Work while standing or sitting for long periods of time. Dexterity of hands, fingers to operate a computer keyboard, mouse, hand and power tools. Able to handle other computer components.Mental Requirements: Ability to communicate and work cooperatively with employees, managers and organizations that interact with Star of Hope. Able to read and understand technical manuals, procedural documentation and OEM guides. Effective interpersonal skills and relationship-building skills. Strong written and oral communication skills as well as self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Ability to present ideas in user-friendly language. Understand the organizations goals and objectives. Strong analytical and problem-solving abilities, with keen attention to detail. Experience working in a team-oriented, collaborative environment with strong customer-service orientation.Other: Able to support through word and action the Star of Hope Christ-centered Mission statement, Faith Statement, and the mission's core values of integrity, excellence and commitment to life change.Date Job Description Became Effective:9/23/2024Star of Hope is a Christ-centered, community funded, non-profit religious organization.The above job description is intended to describe the general nature and level of work being performed by an employee in this position. They are not intended to be an exhaustive list of all duties, responsibilities and qualifications of an employee assigned to this job. I have read and agree to the duties outlined above and understand that in order to adjust to changes in business, it may be necessary to modify the job, add to or remove certain duties and responsibilities, or be reassigned to an alternate position. This statement does not alter the at will status of employment at Star of Hope.