Job Description

Located in Hartford, CT, The Help Desk Administrator’s role is to oversee the agency help desk system and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Administrator will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop and network level.

Responsibilities:

Operational Management:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately level.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software, hardware and network infrastructure used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Assist in the development, scheduling and performance for preventative maintenance tasks for servers, workstations, printers and other system hardware.
• Assist in the development, testing and deployment of standardized desktop images.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.

Knowledge & Experience:

• Knowledge of basic computer hardware, including CPUs, Monitors, printers and print servers.
• Knowledge of basic server hardware.
• Knowledge of basic network and VPN support on a routed TCP/IP based Ethernet network.
• Experience with desktop and server operating systems, including windows 10, and Server 2019
• Basic experience administering Windows 2019 Active Directory.
• Application support experience with Microsoft Office 2016, Office 365, TEAMs, common browsers as well as desktop imaging software.
• Working knowledge of diagnostic and support utilities, including MMC, Remote assistance and remote desktop connections.
• Familiarity with Backup Software and it’s administration.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes:

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions:

• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Travel to and from remote offices.

Formal Education & Certification:

• College diploma or certificate in the field of computer science and/or 1 year equivalent work experience.

EMPLOYEE BENEFITS:

Catholic Charities offers access to a comprehensive array of benefits, including:

• For Good Health: Medical, Prescription, Dental and Vision insurance
• For a Secure Future: Life, AD&D and Long-term disability insurance
• For Retirement: 403(b) Plan, with employer matching contributions for eligible employees
• For Career Advancement: Training and development opportunities
• For Work Life Balance: Generous paid time off; including 14 paid holidays, vacation and sick time.
• Employee Assistance Program (EAP) - Free and confidential counseling for employee and immediate family

Catholic Charities Inc., Archdiocese of Hartford is in compliance with all applicable discrimination laws. All hiring, promoting, and transferring is done on a non-discriminatory basis without regard to membership in any protected class. EEO/ AA/ M-F/ VET/ DISABLED.

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