Job Title: IT Help Desk Technician (Coordinator job code EX3002) Reporting to: Director of Information TechnologyLocation: Catholic Center, Diocese of Venice Inc. | Venice FLClassification: Salaried/Exempt OverviewThis position will be responsible for direct user support. The IT Helpdesk Technician will take in user requests and incidents via email, calls, and IMs and document all actions taken to resolve issues in a centralized ticket tracking system. Both on-site and remote technical support is offered via remote assistance tools and requires excellent verbal and written communication skills with a focus on customer needs and customer satisfaction. Monthly system maintenance activities may require after-hours work with some on-call scheduling. Job duties include but are not limited to:Job Responsibilities
- Taking and documenting user requests and incidents in ticketing system
- Setup new hire computers and peripherals
- General computer, software, and network troubleshooting before escalation to Systems Administrators
- Maintaining fleet of multi-function print/scan/fax devices, including consumable ordering and replacement
- Create and maintain SharePoint sites, Teams groups, and user MFA configurations.
- Install and update software on user computers and servers.
- Maintain hardware inventory and update as new devices are added and old devices are decommissioned.
- Managing Office 365 users and online service
- AA or BS in Computer Science or equivalent experience
- Experience working on highly technical teams and with non-technical business users.
- Minimum 2-year experience in technical support
- Experience working in multi-site organizations.
- In-depth understanding of the entire MS Office suite, Windows 11, Office/Microsoft 365, and/or Microsoft Entra/Azure.
- Ability to multitask, organize, and prioritize daily workload.
- Must be able to meet deadlines in a fast-paced quickly changing environment.
- A proactive approach to problem-solving with strong decision-making skills
- Strong organizational skills with attention to detail
- Excellent listening, interpersonal, written, and verbal communications skills
- Discretion with personal and confidential information