Help Desk Technician

Position Title: Help Desk Support TechnicianDepartment: Information TechnologyJob Status: Full Time Non-Exempt-HourlyReporting Relationship: Director of Information SystemsSupervisory Responsibilities: NoneTypical Schedule: Primarily M-F Days 9:30 am -6 pm. (40 hours per week) Must occasionally be willing and able to work flexible hours/days including evenings and weekends reflective of the dynamic schedule of the organization. Flexible work arrangements available (hybrid-remote/in office). Four days required in person at our Wayzata office. One day can be hybrid/remote with expectation of travelling to sites if needed. Occasional on-call SummaryThe Information Technology Help Desk Support staff will provide IT support at Hammer Residences 59 group homes and central offices in Wayzata and White Bear Lake. All employees are expected to center model and champion Hammers core values: Person-Centered Relational Opportunistic and Stewardship to provide people with intellectual and other disabilities the opportunity to live life to its Duties and ResponsibilitiesTechnical Support & AssistanceMonitor incoming tickets and alerts and respond the Help Desk Support Tickets through SharePointProvide initial triage and escalate Help Desk Service Tickets as to support requests or system monitor alerts which come in via multiple methods including by phone and with login issues reset staff with a professional calm patient empathetic and confident follow up with clients to verify that issues have been timely on-site technical support at a clients office or site as needed and where additional training/documentation is available when support to users on newly installed hardware and software systems and standard systems and routines including standard office software products e-mail data and file management network and Internet access and wireless & Evaluating Technology IssuesAssess the severity level of help desk support tickets and communicate with correct stakeholdersTroubleshooting techniques in Netsmart Teams SharePoint Outlook Word & Excel in to identify problems investigate causes and recommend solutions that are appropriate to the user and their in researching analyzing recommending and deploying new technologies hardware/software systems tools utilities and internal or external abreast of new relevant technologies and methodologies by attending training and meetings and research and reads technical literature. Stays current on network and user device security guidelines and with end-users to discuss issues such as computer data access needs security violations programming changes and collaborate with other IT staff on possible IT Systems & EquipmentInstallation of technological equipment (PCs printers phones etc.) at central offices homes and apartment job duties in compliance with network and data security guidelines and procedures. Understands the distinction between private/confidential and public data as it relates to HIPPA and MN Data inventory changes on organization equipment including desktop computers laptops and cellular Knowledge and QualificationsProficiency with Microsoft Office suite Adobe Acrobat Windows 10 & 11 Microsoft Edge and basic hardware experience preferred in information technology to learn and adapt quickly to all work demands include:Sitting for extended periods through an 8 hr shiftAbility to lift 25 use of a telephone frequent use of repetitive motion activities including typing on a computer keyboard Exceptional interpersonal skills and ability to communicate effectively throughout the organization; must be fluent reading and speaking organizational skills in preparing work -motivated with the ability to work independently yet take direction and work successfully in a team to remain positive and foster a positive work environment while facing pressure or demands from multiple be cleared by a background check through the MN Department of Human ability and commitment to working with individuals and teams that are mixed across lines of difference such as race gender-identity sexual orientation religion ability age class and immigrant status.