Help Desk Level II Technician

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Job description

Description:

About Us:

• If you're looking for an opportunity to transform the lives of poor and homeless men, women, and children in your community, we may have a job for you.
• Since 1972, Metropolitan Ministries has been providing life-changing solutions for those who are homeless and at risk of becoming homeless in Tampa Bay.
• We are a grassroots, donor, and volunteer-fueled community nonprofit. At Metropolitan Ministries, we serve families in Hillsborough, Pinellas, Pasco, Polk and Hernando counties with compassion, practical help, and a willingness to make a huge difference.

What we offer:

Salary: $18.00 - $20.00

Group health, vision, and dental coverage at affordable rates, along with family coverage if you choose to purchase it.

Preventative care is 100% covered (free) on all plans.

PTO is offered to full-time and part-time employees.

11 days of PTO and 10 paid holidays annually.

Option to participate in the 401K plan with employer match.

$15,000 in employee Life Insurance paid for by Metropolitan Ministries.

Employee Assistance Program

Option to participate in supplemental group insurance plans at affordable rates.

Tuition reimbursement program

Training and career development.

Discounted membership at the YMCA.

Position Profile

The Help Desk Support Level II's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance. Receiving, prioritizing, documenting, and actively resolving end user help requests.

Duties and Responsibilities

• Troubleshoot problem areas (in person, remote, by telephone, or via e-mail) in a timely fashion and provide end-user assistance.
• Assist systems staff when deploying new software and upgrade installations.
• Provide quality technical support services and customer service on a consistent basis.
• Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support for client-specific applications including cloud-based services
• Basic technical support at the network level: LAN
• Troubleshoot a variety of computers, IP phones, peripherals, networking, or related software and hardware issues.
• Assist in workstation life cycle rotations.
• Provide and apply accurate and efficient technical and practical solutions to solve customer issues.
• Identifying and escalating issues quickly to responsibility owner.
• Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer interaction, ensuring completion before closing service requests.
• Maintain technical asset inventory.
• Develop user training manuals, help sheets, frequently asked questions and procedures.
• Consistently meet and exceed goals and service levels for customer service, technical quality and first call resolution.
• Basic understand of the needs of the organization and its mission.

Requirements:

Knowledge and Skills Required

• Troubleshooting of Microsoft Windows operating systems.
• Troubleshooting of Mobile and tablet operating systems such as Android and iOS.
• Knowledge of Virus/Malware removal processes.
• Ability to properly install, configure, and troubleshoot peripherals such as printers, scanners, webcams and other various devices.
• Excellent verbal and written communication skills.
• Ability to continually learn, be trained, and accept constructive feedback.
• Able to keep organized and efficient while handling multiple tasks or multiple customers at the same time.
• Detailed and goal oriented.
• Strong and dedicated work ethic.
• Ability to manage time effectively.

Experience Required

• A minimum of 3-years of experience in a help desk support environment is required.
• Experience with service desk ticketing systems.
• Experience supporting Microsoft Office 365.
• Experience with Active Directory (account management).

Education

• Computer science coursework or equivalent work experience: 2 years
• A+ and/or Network + certifications are a plus.

Physical Requirements

• Must be able to tolerate outdoor temperatures consistent with Florida climate and endure prolonged standing/walking/bending/stooping and stretching. Must be able to lift 50 lbs. or more.
• Must give in-person, hands-on help at the deskside level and may be asked to work in an outdoor environment.

Other

• Must demonstrate legal authorization to work in the United States.
• Must pass required background pre-employment screening.
• Must be able to communicate effectively in English. Requires a valid driver's license, a clean driving record.
  Must adhere to the policies and procedures of the ministry.
• Must be able to work flexible schedules during the holiday season (October-December) and special events.
• Must work from our Tampa, FL campus.
• Must have reliable transportation.
• Able to work regular hours with possible weekend work, open availability and flexibility as needed, we are a 24/7 operation and some local travel may be required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving individuals throughout our local communities. People of color, women, LGBTQIA+, Veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances.

Metropolitan Ministries is committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at or via email at

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