Children Family Services Center
  • Charlotte, NC, USA
  • Hourly
  • Full Time

Desktop Support Technician

The primary goal of the Desktop Support Technician is to provide an incredible customer experience for clients and customers who are using CFSC IT Services. The Desktop Support Technician will be the first point of contact for users who are having computer issues. The tech will take ownership of the client issue and assure that the issue is appropriately resolved in a complete and timely manner. Desktop Support Technicians love working with and assisting end users. Makes a difference in people's lives by assuring nonprofit agencies can provide client services accurately and effectively.

Responsibilities/Accountabilities

Customer Service - 45%

  • Provides superior customer helpdesk services.
  • Communicates with warmth and professionalism to clients.
  • Creates positive and supportive relationships with customers, supported agencies, and coworkers.
  • Works with a team of professionals focuses on team success.
  • Takes ownership of helpdesk and co-leads team to assure clients are cared for in a timely and professional basis.
  • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
  • Remains calm under stressful situations and focus on consistent, steady service delivery.
  • Develops expertise with core tools used in everyday troubleshooting and deployment, including documentation and ticket-management systems.
  • Documents and implements standard operating procedures and customer service guidelines relating to IT support.
  • Documents all client-facing activities, and any newly-obtained information on client environments, troubleshooting, or configuration.
  • Improves team by recommend better ways and procedures for accomplishing responsibilities.

Desktop Support - 40%

  • Primary contact for user support requests.
  • Supports on premise and remote end-users
  • Troubleshoots and resolves hardware and software issues impacting customer success.
  • Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution in their use of applications such as Remote Access, Microsoft 365, VMware, and Multi Factor Authentication.
  • Escalates issues appropriately to level 2 support.
  • Completes new deployments of workstations, laptops, phones, and peripherals using established standard operating procedures (Imaging, MDS).
  • Performs user account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

System Support - 5%

  • Assist in supporting network operations, including troubleshooting connectivity problems, add/terminate users, assign rights and access.
  • Assists in hardware installation, patching, and upgrades.
  • Assists in Software/ Major applications installation, patching, and upgrades.

Network Support - 5%

  • Assist in supporting
    • Physical and Virtual compute environments
    • Phone, Voice, VOIP, and media systems
    • End User Computing Systems (Deployment systems)

System Stability - 5%

  • Maintains up to date and accurate system/network documentation.
  • Assists in monitoring of all systems (Pulseway).
  • Assists in assuring network security (IPS, AV, HIPAA, FERPA compliance).

Minimum Requirements

  • High School Diploma, 2 year college degree preferred.
  • A minimum of 2 to 4 years successfully working in helpdesk.
  • Valid Driver's License and automobile insurance, own transportation and the ability to travel throughout the community. Will be moving computers/monitors from site to site.
  • Network +, or CompTIA A+, or Equivalent is preferred.
  • Microsoft Certification is preferred.
  • Good working knowledge of basic networking DNS, DHCP technologies.
  • Good working knowledge of Office 365, and other Microsoft Products.
  • Ability to troubleshoot and resolve network connectivity issues.
  • Experience with installing, configuring, maintaining, and troubleshooting laptop and workstation hardware.

No calls, emails, or visits please.

For immediate consideration, please formally apply online and provide a resume and cover letter.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all-inclusive list of all duties, skills, and responsibilities of people so assigned.

The Agency's policy is to provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability or veteran status.

Children Family Services Center
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