Catholic Charities of Northeast Kansas
IT Desktop Support Technician
Catholic Charities of Northeast Kansas, Overland Park, Kansas, United States, 66213
Job Type
Full-time
Description
POSITION SUMMARY
Successfully promote and support the mission of Catholic Charities of Northeast Kansas as guided by the Catholic Social Teachings by providing technical support for agency computer and data systems. The Desktop Support Specialist will also be responsible for managing helpdesk tickets and the ticketing software including setting up new helpdesk users/technicians, supporting the helpdesk app and updates to software for helpdesk. Additionally, the role includes new user setup and removal, access control, asset tracking and supporting Point-of-Sale (POS) systems, ordering equipment, providing staff training, and creating job aids to enhance user efficiency. CCNEK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
ESSENTIAL FUNCTIONS
Report to the IT Manager in matters of IT systems and support, which includes helping ensure that the planning and implementation of IT systems maintain or exceed industry standards. Aid in the use of software, including operating systems, email, Office applications and more, as well as support the use of hardware, which may include computers, printers, networking equipment, internet and more Oversee the daily performance of computer systems including diagnosing and resolving end-user network printer problems, PC hardware issues and email, internet, VPN and local area network access problems. Assist the IT Manager by ensuring the consistency and sustainability of existing applications by enforcing standards/procedures for implementing technical solutions. Run network cables to new cube configurations and occasionally in new workspaces/buildings. This can also include troubleshooting any network issues in a newly created space. Other duties as assigned. Helpdesk Ticket Management:
Serve as first point of contact for help desk activities, incoming request emails and phone calls, interacting with end users in a courteous manner to: Answer questions in a timely manner Resolve IT-related issues in a timely manner Troubleshoot and resolve hardware, software, and network issues. Escalate complex issues to appropriate IT personnel or departments. Ensure accurate documentation of issues and resolutions in the helpdesk software. Helpdesk Software Maintenance:
Regularly update and maintain the helpdesk software to ensure optimal performance. Customize helpdesk software settings to improve workflow and user experience. Generate and analyze helpdesk reports to identify trends and areas for improvement. Asset Tracking and Management:
Maintain an accurate inventory of IT assets, including computers, peripherals, and software licenses. Track the deployment, use, and return of IT assets. Assist in the lifecycle management of IT assets, including procurement, deployment, and disposal. Access Control:
Manage user access to systems, networks, and applications. Set up and remove user accounts and permissions based on role requirements. Ensure compliance with security policies and procedures. Camera Software and Security Systems:
Install, configure, and maintain camera software and security systems. Troubleshoot and resolve issues related to surveillance systems. Coordinate with security vendor to ensure optimal camera coverage and functionality. New User Setup and Removal:
Follow the off-boarding/data retention process when a user leaves to clean up all user-related items such as badges, personal drives, user accounts, etc. Set up new users with the required hardware, software, and access privileges including placing equipment orders for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software. Conduct onboarding IT orientation for new employees. Remove users from systems and reclaim assets upon their departure. Equipment Ordering and Management:
Evaluate and order IT equipment and software based on organizational needs. Work with vendors to ensure timely delivery and setup of ordered equipment. Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Point-of-Sale (POS) System Support:
Provide technical support for POS systems, including hardware and software troubleshooting. (Currently CounterPoint) Work with vendor to perform routine maintenance and updates to ensure POS system reliability. Assist in the deployment and training of new POS systems. Job Aids and Staff Training:
Develop and maintain job aids, user guides, and FAQs to assist staff with common IT tasks. Assist the IT Manager in identifying and implementing hardware and software training solutions that will enable end users to execute their job functions efficiently and accurately. Provide training sessions and one-on-one support to enhance staff IT skills. Stay updated on new technologies and train staff as necessary. Requirements
MINIMUM POSITION REQUIREMENTS
Demonstrated passion for the mission of Catholic Charities. Must be willing to perform by the agency's values: love, patience, kindness, faithfulness, self- control and joy. Catholic Charities promotes a diverse workforce. Employees are not required to be Catholic, however, employees of Catholic Charities of Northeast Kansas must understand that they are a visible representative of the Archdiocesan Church and as such will not publicly oppose the teachings of the Catholic Faith nor publicly advocate for any position in conflict with Catholic teaching, or the specific positions of the Archdiocese of Kansas City in Kansas or the United States Conference of Catholic Bishops. This requirement includes any public speech, demonstration, or writing including the use of social media or other digital technologies. Must complete VIRTUS training, background screening, drug testing, and any ongoing training as required. High School Diploma, technical school or college degree in Information Technology, Computer Science or related field preferred. Experience with Point-of-Sale (POS) system is a plus. Experience with SharePoint a plus. 2-3 years of experience working in IT systems, preferably in a networked, multi-user environment. Demonstrated skills in troubleshooting, problem solving, communication and organization. Ability to work independently and as part of a team. Possess a working knowledge of relevant technologies, including Windows 10 and Windows 11 for workstations, Windows Server 2012, Windows Server 2019, Microsoft SQL Server, Microsoft Exchange Server, Active Directory, networking principles, and remote access (e.g., VPN and Remote Desktop Connections). Must be highly customer service oriented and possess excellent verbal and written communication skills. Must be a self-motivated and independent worker. Must be a team player with a service orientated attitude. Must adhere to all Company, Client, and Consumer confidentiality and security policies and procedures. PHYSICAL REQUIREMENTS
Frequent standing, walking, and sitting, and occasional crouching, squatting, or kneeling. Frequent lifting of 10-20 pounds and occasional lifting of 20-50 pounds. Frequent work with a keyboard and mouse and manipulation of small computer connectors and components. May require after-hours support for critical issues or updates.
Full-time
Description
POSITION SUMMARY
Successfully promote and support the mission of Catholic Charities of Northeast Kansas as guided by the Catholic Social Teachings by providing technical support for agency computer and data systems. The Desktop Support Specialist will also be responsible for managing helpdesk tickets and the ticketing software including setting up new helpdesk users/technicians, supporting the helpdesk app and updates to software for helpdesk. Additionally, the role includes new user setup and removal, access control, asset tracking and supporting Point-of-Sale (POS) systems, ordering equipment, providing staff training, and creating job aids to enhance user efficiency. CCNEK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
ESSENTIAL FUNCTIONS
Report to the IT Manager in matters of IT systems and support, which includes helping ensure that the planning and implementation of IT systems maintain or exceed industry standards. Aid in the use of software, including operating systems, email, Office applications and more, as well as support the use of hardware, which may include computers, printers, networking equipment, internet and more Oversee the daily performance of computer systems including diagnosing and resolving end-user network printer problems, PC hardware issues and email, internet, VPN and local area network access problems. Assist the IT Manager by ensuring the consistency and sustainability of existing applications by enforcing standards/procedures for implementing technical solutions. Run network cables to new cube configurations and occasionally in new workspaces/buildings. This can also include troubleshooting any network issues in a newly created space. Other duties as assigned. Helpdesk Ticket Management:
Serve as first point of contact for help desk activities, incoming request emails and phone calls, interacting with end users in a courteous manner to: Answer questions in a timely manner Resolve IT-related issues in a timely manner Troubleshoot and resolve hardware, software, and network issues. Escalate complex issues to appropriate IT personnel or departments. Ensure accurate documentation of issues and resolutions in the helpdesk software. Helpdesk Software Maintenance:
Regularly update and maintain the helpdesk software to ensure optimal performance. Customize helpdesk software settings to improve workflow and user experience. Generate and analyze helpdesk reports to identify trends and areas for improvement. Asset Tracking and Management:
Maintain an accurate inventory of IT assets, including computers, peripherals, and software licenses. Track the deployment, use, and return of IT assets. Assist in the lifecycle management of IT assets, including procurement, deployment, and disposal. Access Control:
Manage user access to systems, networks, and applications. Set up and remove user accounts and permissions based on role requirements. Ensure compliance with security policies and procedures. Camera Software and Security Systems:
Install, configure, and maintain camera software and security systems. Troubleshoot and resolve issues related to surveillance systems. Coordinate with security vendor to ensure optimal camera coverage and functionality. New User Setup and Removal:
Follow the off-boarding/data retention process when a user leaves to clean up all user-related items such as badges, personal drives, user accounts, etc. Set up new users with the required hardware, software, and access privileges including placing equipment orders for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software. Conduct onboarding IT orientation for new employees. Remove users from systems and reclaim assets upon their departure. Equipment Ordering and Management:
Evaluate and order IT equipment and software based on organizational needs. Work with vendors to ensure timely delivery and setup of ordered equipment. Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Point-of-Sale (POS) System Support:
Provide technical support for POS systems, including hardware and software troubleshooting. (Currently CounterPoint) Work with vendor to perform routine maintenance and updates to ensure POS system reliability. Assist in the deployment and training of new POS systems. Job Aids and Staff Training:
Develop and maintain job aids, user guides, and FAQs to assist staff with common IT tasks. Assist the IT Manager in identifying and implementing hardware and software training solutions that will enable end users to execute their job functions efficiently and accurately. Provide training sessions and one-on-one support to enhance staff IT skills. Stay updated on new technologies and train staff as necessary. Requirements
MINIMUM POSITION REQUIREMENTS
Demonstrated passion for the mission of Catholic Charities. Must be willing to perform by the agency's values: love, patience, kindness, faithfulness, self- control and joy. Catholic Charities promotes a diverse workforce. Employees are not required to be Catholic, however, employees of Catholic Charities of Northeast Kansas must understand that they are a visible representative of the Archdiocesan Church and as such will not publicly oppose the teachings of the Catholic Faith nor publicly advocate for any position in conflict with Catholic teaching, or the specific positions of the Archdiocese of Kansas City in Kansas or the United States Conference of Catholic Bishops. This requirement includes any public speech, demonstration, or writing including the use of social media or other digital technologies. Must complete VIRTUS training, background screening, drug testing, and any ongoing training as required. High School Diploma, technical school or college degree in Information Technology, Computer Science or related field preferred. Experience with Point-of-Sale (POS) system is a plus. Experience with SharePoint a plus. 2-3 years of experience working in IT systems, preferably in a networked, multi-user environment. Demonstrated skills in troubleshooting, problem solving, communication and organization. Ability to work independently and as part of a team. Possess a working knowledge of relevant technologies, including Windows 10 and Windows 11 for workstations, Windows Server 2012, Windows Server 2019, Microsoft SQL Server, Microsoft Exchange Server, Active Directory, networking principles, and remote access (e.g., VPN and Remote Desktop Connections). Must be highly customer service oriented and possess excellent verbal and written communication skills. Must be a self-motivated and independent worker. Must be a team player with a service orientated attitude. Must adhere to all Company, Client, and Consumer confidentiality and security policies and procedures. PHYSICAL REQUIREMENTS
Frequent standing, walking, and sitting, and occasional crouching, squatting, or kneeling. Frequent lifting of 10-20 pounds and occasional lifting of 20-50 pounds. Frequent work with a keyboard and mouse and manipulation of small computer connectors and components. May require after-hours support for critical issues or updates.