GCFA is presently seeking candidates for an addition to the Information Technology Services team in the position of Sr. IT Helpdesk Technician. Responsible advanced level support for all standard software and hardware. Provides effective diagnostic evaluation of end-user customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. The position requires accurate documentation, tracking, and monitoring of the problem to ensure a timely resolution. May also be called upon to deliver technical training and support needs for customers with telephone help desk activities, as well as go onsite as needed or requested to provide training or support assistance to clients.
Responsible for Office365 support and advanced level support and escalation of IT tickets and issues. Assists the system administrator(s) in handling various tickets, system maintenance, and system backup/restoration. Serves as the main point of contact for the Help Desk Team and supporting customers via telephone, email or in-person while delivering service excellence. Traveling to local offices as needed to ship, receive, setup, build, install, configure, and troubleshoot computer systems. Participate in Help Desk on call rotation as needed.
Troubleshoots and documents issues and resolutions in the appropriate software/format (for knowledge-based instructions) while providing timely, courteous, and professional service. Escalates jobs as required to ensure customer satisfaction.
Monitors Helpdesk and Help Desk Level 2 queues and creates incident notifications as defined by departmental standards along with the helpdesk policy and procedures.
Provides end-user support on IT-related issues via telephone, email or in person with diagnosing, analyzing, and quickly resolving the problem. Participating in department meetings for incident resolution and service requests to review action taken to reduce future effort for similar requests and occurrences.
Follows up with users via the telephone, email and on documented incident resolutions and obtains feedback on resolution process and timeline. Keeps IT staff up to date on status of outstanding tickets and estimated completion dates. Identifies trends and develops documentation to address the most-often reported problems and recommends solutions.
Provides on-site customer support as needed or requested by clients or GCFA leadership. Serve as a point of contact and partner for the Connectional Relations staff in the sales process of IT services through conducting IT assessments both onsite and remotely.
Other duties as assigned, including on call support as needed during non-business hours.
Associate Degree in Computer Science or equivalent workplace experience.
Effective working knowledge of network component infrastructure and interaction. Diagnostic and analytical skills for software and general IS application knowledge.
3 years hands-on experience in a technical support environment. Prior helpdesk experience necessary.
Strong interpersonal, written, and oral communication skills, attention to detail. Strong multi-tasking, problem solving, and organization skills.
Knowledge of or willingness to learn United Methodist denominational policy and organizational structure essential.
UMC Member is preferred.
Generous paid vacation and sick / personal leave!
Twelve paid holidays!
Excellent health, welfare, and retirement benefits package!
Go to link to apply:
Closing Date: When position is filled
GCFA is an Equal Opportunity Employer and actively seeks and encourages applications from minorities, women, and individuals with disabilities. All offers of employment are subject to the applicant successfully completing background, reference, and other applicable checks.
No Staffing Agencies or Recruitment Firms