Desktop Support/Help Desk Technician II

Catholic Charities Comm is hiring a Desktop Support/Help Desk Technician II to provide dependable level two support for local and remote staff in Phoenix, AZ. In this onsite role, you will work through help desk tickets, troubleshoot complex desktop and connectivity issues, and support day-to-day technology needs across the agency.

You will also contribute to service quality by improving systems and tools, stepping into project lead responsibilities when assigned, and mentoring Level 1 Help Desk Technicians with guidance and expertise.

What you’ll do

• Help Agency employees resolve technology challenges with an upbeat, patient, empathetic approach, maintaining excited and clear communication.
• Support end users by participating in the HelpDesk phone coverage and handling HelpDesk support tickets in a timely manner.
• Troubleshoot advanced issues involving computer hardware, software, and/or network connectivity, and escalate extremely difficult or complex problems as needed.
• Review existing systems and tools, recommending ways to improve functionality and performance for users and the agency.
• Serve as a Subject Matter Expert (SME) on one or more key systems as assigned.
• Act as project lead for initiatives and efforts when assigned.
• Deploy, revoke, and reroute employee access to agency resources, including network and folder access, email accounts, phone extensions and voicemail, cell phones, centralized print management, and badge building access.
• Install hardware and peripherals such as monitors, keyboards, mice, disk drives, and PC systems.
• Install new and/or approved software packages and operating systems.
• Clean, modify, and repair computer hardware including monitors, keyboards, and printers.
• Train users on proper hardware and software use.
• Maintain accurate inventory.
• Serve as the local point of contact for outside vendors who come onsite to perform work.
• Provide guidance, training, mentorship, and expertise to Level 1 Help Desk Technicians.
• Support ongoing commitment to excellence and continual quality improvement to deliver high-quality services to staff and clients.
• Perform other duties as assigned.

What you bring

• High School Diploma or GED equivalent, with 2+ years of experience in the field.
• Strong customer service skills, with experience in Egnyte, Active Directory, and/or Microsoft Hyper-V as a plus.
• Demonstrated advanced ability to support two or more relevant categories of agency IT infrastructure (examples include networking, cloud systems, data center, AD, Office applications).
• Ability to stoop, bend, squat, sit on the floor, and ambulate over uneven floor surfaces including stairs and steps.
• Ability to visually and auditory assess and interact with staff to resolve their problems.
• May lift up to 40 pounds.
• Extensive keyboard and data entry experience.
• Travel within the state will be required.
• Ability to perform intricate hand-eye coordination skills.
• Valid AZ driver’s license, reliable transportation, and ability to provide proof of registration and insurance.
• Must be 21 years of age or older to drive on behalf of Catholic Charities.
• Level One Fingerprint Clearance or ability to obtain fingerprint clearance, and ability to maintain clearance.
• A+ certification and Network+ certification preferred for the position.

Technologies you may work with

• Egnyte
• Active Directory
• Microsoft Hyper-V
• Networking
• Cloud systems
• Data center
• Office applications
• AD

Guiding principles

• Respect
• Integrity
• Accountability
• Commitment
• Quality

Compensation and benefits

• Salary: USD 22 per hour
• Medical
• Dental
• Vision
• Basic Life
• Short-Term Disability
• Vacation
• Sick Time
• 13 Paid Holidays
• Flexible Spending Account (FSA)
• 403(b) + match
• EAP and Pension Plan

Location: Phoenix, AZ (onsite). Experience level: 2+ years required. Education: High School Diploma or GED equivalent.