Help Desk Level II Technician
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Job Summary
About Us:
- If youre 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.
- $15000 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.
Job Functions:
The Help Desk Support Level IIs 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.
Essential 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 Microsofts 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 understanding of the needs of the organization and its mission.
- Meet personal goals and actively contribute to the achievement of team and organizational targets/goals as stated on the KPI and in the annual plan. Attend required staff meetings and on-going trainings. Complete other duties as assigned.
Education and Experience:
- Computer science coursework or equivalent work experience: 2 years
- A and/or Network certifications are a plus.
- 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).
Skills Requirements:
- 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.
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 drivers license a clean driving record.
- 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
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Metropolitan Ministries is a volunteer & donor fueled nonprofit helping homeless & at risk in Hillsborough, Pinellas, Polk & Pasco. Make a donation online.
