Desktop Support/Help Desk Technician II

This onsite role supports Catholic Charities Comm staff by delivering desktop support and level 2 troubleshooting as part of the Help Desk team in Phoenix, Arizona.

Location

Phoenix, Arizona (onsite)

Compensation

Hourly wage: USD 22 per hour

Summary

The position provides desktop support and advanced troubleshooting to local and remote staff as part of the organization’s Help Desk operations.

Responsibilities

• Deliver high quality customer service by assisting agency employees with technology challenges in a patient, empathetic, and clear manner.
• Maintain HelpDesk phone coverage and respond to end-user inquiries promptly; manage tickets within defined timelines.
• Troubleshoot complex hardware, software, and network connectivity issues and escalate highly difficult problems as needed.
• Assess current systems and tools to suggest improvements that enhance usability and agency performance; develop SME expertise in designated systems.
• Lead projects and initiatives as assigned.
• Manage user access to agency resources, including network and folder permissions, email accounts, phone extensions and voicemail, cell phones, centralized print management, and badge access.
• Install hardware and peripheral components such as monitors, keyboards, mice, drives, PCs, and related devices.
• Deploy new and approved software packages and operating systems.
• Clean, modify, and repair computer hardware including monitors, keyboards, and printers.
• Train users on proper use of hardware and software.
• Maintain accurate inventory records.
• Act as the local point of contact for outside vendors performing on-site work.
• Provide guidance, training, mentorship, and expertise to Level 1 Help Desk Technicians.
• Promote ongoing commitment to excellence and continual quality improvement to ensure high service standards for staff and clients.
• Perform other duties as assigned.

Requirements

• Education / Background: High School Diploma or GED with 2+ years of field experience.
• Job Knowledge: Strong customer service skills; experience with Egnyte, Active Directory, and/or Microsoft Hyper-V is a plus. Demonstrated advanced knowledge and support capability across two or more IT infrastructure domains (eg networking, cloud systems, data center, AD, Office applications).
• Working Conditions / Physical Demands: Ability to stoop, bend, squat, sit on the floor, and move over uneven surfaces including stairs. Visual and auditory assessment of staff needs; may lift up to 40 pounds. Extensive keyboard use and data entry. Travel within the state required. Fine hand-eye coordination required.
• Licenses / Certifications: Valid Arizona driver’s license, reliable transportation, and proof of registration/insurance. You must be 21 or older to drive on behalf of Catholic Charities. Level One Fingerprint Clearance or ability to obtain clearance; clearance must be maintained. A+ and Network+ certifications are preferred.

Technologies

• Egnyte
• Active Directory
• Microsoft Hyper-V

Benefits

• Medical
• Dental
• Vision
• Basic Life
• Short-Term Disability
• Vacation
• Sick Time
• 13 Paid Holidays
• Flexible Spending Account (FSA)
• 403(b) + match
• EAP
• Pension Plan

Our Guiding Principles

• Respect
• Integrity
• Accountability
• Commitment
• Quality