Help Desk Technician Level 1

## Description

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| Delta’s Mission: To enrich the lives of individuals and families through outstanding community-based supports and mutually rewarding relationships. Values: Customer Focus, Performance Excellence, Learning and Growth | | | |

| Position Summary | | | |

| This position is responsible for routine maintenance, set-up, configurations, etc. for hardware and software systems, analyzing and resolving end-user trouble tickets. Assist with IT project work and documentation assigned. Ensure compliance with IT processes, cyber security practices, policies and procedures. Advances Delta’s Mission and Values. Reports to: Communications and Technology Manager | | | |

| Principal Duties and Responsibilities | | | |

| To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The duties listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Assist the Director of Information Technology and Communications and Technology Manager with assigned projects, asset management, and comprehensive documentation. - Interface with users, answer questions and resolve technical problems with PCs, Laptops, Servers, Software, Networking/WIFI, and phone systems. - Perform routine maintenance, setup and configurations for hardware and software systems. - Analyze and resolve end-user trouble tickets submitted by phone, email, portal or in-person. - Escalate problems that fall outside of the skill level of this position to tier 2 support (Network and Computer systems Administrator or Director of IT). - Travel to supported sites to help with installations, routine maintenance or problems. Travel between PA and NJ office and facility locations as needed. - Understand and be able to use desktop and software support skills, including but not limited to: - Microsoft Operating Systems (Windows 10, Server 2012, 2016, 2019) - Microsoft Office (Word, Excel, PowerPoint) - Antivirus/Malware software - Desktop PCs, Laptops, Network Switches, and miscellaneous hardware - Write technical documentation for IT Staff and end-users. - Ensure compliance with Delta and IT processes and procedures. - Preaches and adheres to Delta Community Supports comprehensive cyber security policy. - Perform other duties as assigned by Communications and Technology Manager. | | | |

| Requirements | | | |

| - Strong presentation skills; Ability to use excellent oral and written communications skills - Strong analytical and problem solving skills - Strong customer service and collaboration skills - Ability to work effectively with people, facilitating their growth and development - Demonstrated commitment to equity, diversity and inclusion - Fully proficient at an advanced level in Microsoft Office, especially Word, PowerPoint and Excel and the ability to learn new and emerging software - Fully proficient in the operation of helpdesk ticket software and project management software - Ability to read, write and speak English and communicate effectively with all constituencies of a diverse community; perform arithmetical calculations - Ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds - Ability to use telephone, voice mail, copier, fax machine, computer and calculator - Aptitude for balancing multiple priorities with strong organization, time management and prioritization skills. - Ability to self-direct, self-pace, multi-task and function well under the pressure of deadlines and conflicting priorities - Physical activities needed to perform the essential job functions: reaching, lifting, finger dexterity, grasping, repetitive motions, and visual activity. - Ability to lift, pull and push 50 pounds. | | | |

## Qualifications

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| Position Qualifications | | | |

| - Bachelor’s Degree in IT or a related field | | | |