Helpdesk Technician id-6610

POSITION OVERVIEW

The Helpdesk Technician will offer support to the Roman Catholic Diocese of Brooklyn employees, parishes, and academies through phone, email, chat, and walk-ins for issue resolution. This position includes advanced troubleshooting of computer-related issues, assisting with network-related problems, as well as installing, configuring, and upgrading operating systems and application software.

DUTIES AND RESPONSIBILITIES

    Provides technical support for software, hardware, mobile devices, and other technology to RCDOB staff, parishes, and academies.

    Manages security by installing antivirus software, setting up multi-factor authentication, resetting passwords, and educating staff on phishing and malware.

    Issues ID badges for building access, as directed by upper management.

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    Acts as an expert in Windows, macOS, and common office software.

    Supports cloud applications like Microsoft 365, Paycom, Right Works, and NetSuite.

    Provides web support for OIS-built applications.

    Collaborates with IT team members to resolve complex issues and escalates them when necessary.

    Supports help desk staff, coordinates user training, and documents processes.

    Assists the Network team with troubleshooting and testing cables.

    Perform other duties as assigned.

 

Qualifications

EDUCATION AND EXPERIENCE

•             Bachelor's degree in computer science or four to eight years of work experience in a related field.

•             Five (5) years of Helpdesk Technician experience.

•             Experience with Microsoft 365 support.

REQUIRED SKILLS AND ABILITIES

•             Ability to manage difficult situations diplomatically and solve complex problems efficiently.

•             Proficient in project management.

•             Skilled in customer service and effective communication with both technical and non-technical clients, in oral and written form.

•             Strong troubleshooting capabilities, including root cause analysis, preventive solutions, and documentation.

•             Strong time management skills and ability to work under pressure.

•             Ability to work independently and as part of a team.

•             Ability to treat confidential information with appropriate discretion.

•             Working knowledge of the tenets of the Catholic faith, preferred.