Monday, September 22, 2014

Help Desk Support Specialist



Catholic Charities, Diocese of Fort Worth, Inc. - Fort Worth

The purpose of the Help Desk Support Specialist is to provide hardware and
software support for agency staff. The Help Desk Support Specialist
receives and responds to staff inquiries and requests for technical
assistance, provides possible solutions, assigning support actions to
Information Technology or other support services staff as needed, and
provides assistance and support to other Information Technology services
staff.

REQUIREMENTS

 Processes incoming IT support requests, including new user provisioning,
printer/copier issues, end user trouble tickets, and telecom
troubleshooting.

 Maintains strict confidentiality (e.g., passwords and other system
security features) for the purpose of ensuring agency security.

 Monitors and works the IT Helpdesk queue for the purpose of providing
documentation of activities and ensuring adequate levels of support are
being provided.

 Prepares documentation for IT knowledgebase, technology training, and
end-user instruction.

 Maintains domain user accounts from new hire setup, through employee
termination.

 Monitors alerts to provide timely support response and escalation to
additional IT resources as needed.

 Provides reports to IT Management for monthly reporting.

 Orders parts, equipment, software and supplies through warranty or
Equipment Request Forms as needed or directed by management.

 Follows IT procurement procedures in order to maintain accurate hardware
inventory.

 Coordinates efforts with volunteers to ensure regular system maintenance
is completed, inventory reviews are done.

 Provide basic one-on-one instruction to others on software and IT
policies and procedures.

 Ability to travel to other CCFW offices to provide front line technical
support.

 Ability to provide end user support with remote access tools over the
telephone in a Windows environment.

 Ability to assist users with system setup and relocation as needed.
QUALIFICATIONS

 High school diploma or equivalent.

 Minimum of one year experience utilizing a variety of computer hardware,
software and networking either in a support or end-user role.

 Minimum of one year experience in customer support role.

 Experience with non-profit agency preferred.

 Must have and maintain a current Texas driving license and evidence of
automobile liability insurance.

 A+ Certification preferred.

WORK HOURS AND LOCATION Normal working hours are 8am to 5pm Monday –
Friday, but some night and weekend hours may be required. Normal work
location will be the CCDFW main campus with periodic travel to other
regional CCFW properties.

Interested persons should fax or email a cover letter, resume, & salary
requirements to: Catholic Charities Fort Worth Attn: Human Resources 249
West Thornhill Drive Fort Worth 76115 Fax: (817) 535-8779

Email:

resume@ccdofw.org

Please place the position in which you are applying for in the Subject line.

Catholic Charities, Diocese of Fort Worth, Inc.