IT Help Desk Support Specialist

Fort Worth-based, onsite IT Support with benefits that help you stay secure. Catholic Charities Fort Worth is hiring an IT Help Desk Support Specialist to deliver first-level technical assistance to staff, manage Microsoft 365 user access, and keep day-to-day technology running smoothly. You will support onboarding and offboarding, troubleshoot hardware, software, and network connectivity issues, and help maintain reliable IT services for the organization.

What you’ll be doing

• Provide first-level IT help by handling employee requests, end-user trouble tickets, printer and copier support, telecommunications troubleshooting, and new user provisioning.
• Assess and prioritize incidents and service requests, respond within established timelines, and escalate complex issues when appropriate.
• Manage incident and service request tickets according to SLAs, ensuring timely resolution and consistent service delivery.
• Support end users with hardware, software, network connectivity, and business applications to minimize disruption and maintain system performance.
• Administer user accounts and access, including provisioning and deprovisioning activities while meeting security and compliance standards.
• Maintain accurate documentation for support activity, resolutions, and knowledge base articles to support continuous improvement and knowledge sharing.
• Help with user onboarding and offboarding by creating and terminating logins and setting up and configuring computers.
• Provide event media support for microphones, cameras, and virtual meeting technology.
• Maintain, deploy, and refresh IT hardware such as desktops, laptops, mobile devices, printers, copiers, and related peripherals.
• Install, update, patch, and support software applications and operating systems in line with organizational security, performance, and compliance standards.
• Perform routine maintenance and technology assessments, and assist with evaluating and testing new technologies, hardware, and software solutions.
• Coordinate with IT teams, vendors, and stakeholders to troubleshoot issues, manage equipment replacements, and ensure effective technology service delivery.
• Maintain and update media equipment, including quad equipment, Microsoft Teams Rooms, and Smart Boards.
• Procure and track IT equipment and technology assets (including computers, laptops, mobile phones, and accessories), and coordinate ordering, receipt, deployment, and replacement.
• Support the corporate P-Card program in accordance with company policies, and maintain accurate purchase, expenditure, and asset assignment records.

Required qualifications

• High school diploma or equivalent required.
• Minimum 1 year of experience using computer hardware, software, and networking in a support role.
• Minimum 1 year of customer support experience using a help desk platform.
• Reliable transportation and ability to travel to remote locations for support tasks, as necessary.
• Must have and maintain a current Texas driving license and evidence of automobile liability insurance.
• Microsoft 365 Administration (1+ years): User Administration, Intune management, and SharePoint Administration.
• Ability to lift and move equipment weighing up to 50 lbs.
• Ability to provide consistent, on-site support at least 4 days per week at the Fort Worth office.

Preferred qualifications

• Experience managing Microsoft Defender XDR.
• Familiarity with RMM/RM tools for endpoint support and patch management.
• Experience with a non-profit agency.
• Experience managing users in a cloud-based environment.
• A+ Certification.

Tools you’ll work with

• Microsoft 365, Microsoft Teams Rooms, Microsoft Defender XDR, Intune, SharePoint, Smart Boards, RMM/RM tools, quad equipment

Benefits

• Medical/ Dental/ Vision/ Short Term Disability/ Accident Insurance/ Hospital Indemnity Insurance/ Critical Illness/ ID Shield
• Health Savings Account (CCFW contributes $110/month)
• 100% Company paid Long Term Disability
• 100% Company paid Basic Life and AD&D Insurance
• 16 paid holidays, including being closed Christmas Eve through New Years Day
• Vacation Time: 100 hours in your first year
• Sick Time: 48 hours in your first year
• 403(b) with employer match from day one, up to 6%
• 3 weeks paid parental/critical illness leave
• Employee Assistance Program
• Participation in Public Service Loan Forgiveness (PSLF)
• Mentorship Program, Wellness Program, Financial Coaching

Next steps

• Completed Application
• Resume
• Culture Index Survey