Help Desk Technician

Responsibilities

• Provide frontline and second-line support to staff through phone, email, chat, and on-site interactions.
• Diagnose and resolve problems with desktop and laptop hardware, software, printers, VOIP handsets, mobile devices, and network connectivity.
• Log, prioritize, and document requests using help desk ticketing systems.
• Configure and deploy devices, including imaging, user provisioning, and software installation.
• Develop and maintain technical documentation and user manuals.
• Create and update automation scripts to handle recurring tasks on Windows and macOS.
• Support Microsoft 365 collaboration tools and manage access via Active Directory / Entra, file storage systems, and Office 365 in daily operations.
• Coordinate with vendors to escalate and resolve complex technical issues.
• Assist with onboarding and offboarding of employees.
• Identify opportunities to streamline workflows, support processes, and the user experience.

Requirements

• An associate degree in a technical field or equivalent certifications.
• CompTIA A+ certification or higher may substitute for the degree requirement.
• Three to five years of experience in a Help Desk or IT Support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
• Excellent communication, problem-solving, and organizational skills.
• A customer-first mindset with a commitment to helping and educating users.
• Experience using remote support tools for diagnosing and resolving technical issues.

Technologies

• Windows
• macOS
• Jira
• ServiceNow
• Freshservice
• Microsoft 365
• Active Directory
• Entra
• Office 365

Education and Certifications

• Associate degree in a technical field or equivalent certifications.
• CompTIA A+ certification (or higher) may substitute for the degree requirement.

Experience

• Three to five years of experience in a Help Desk or IT Support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
• Excellent communication, problem-solving, and organizational skills.
• A customer-first mindset with a desire to help and educate users.
• Experience using remote support tools for diagnosing and resolving technical issues.

Skills and Attributes

• Strong written communication, including technical documentation.
• Excellent customer service and interpersonal skills.
• Ability to work independently and manage time effectively.
• Sensitivity to working in a Catholic ministry setting; commitment to respectful, mission-aligned service.

Preferred Qualifications

• Interest or foundational knowledge in networking, including wireless access points, firewalls, and switches.
• Experience using automation tools and developing or updating scripts for Windows and macOS to streamline tasks.
• Willingness to travel between Archdiocese sites with reliable transportation.
• Prior experience supporting technology in schools, parishes, or nonprofit environments.
• Understanding of Catholic organizational structure and respect for the Church mission.

Work Environment and Physical Demands

This is an office-based role involving regular use of standard office equipment. The position requires the ability to lift and carry desktop computers and printers up to 25 pounds; reasonable accommodations are available.

Position Details

• Employment Type: Full-Time (40 hours per week)
• Travel: Occasional travel to affiliated sites and meetings within the Archdiocese