Latin American Community Center

Position Description
Help Desk Position

Position Title: Help Desk Position Salary: $21 hourly
Department: Information Technology Classification: Hourly
Status: Part-Time

Summary of Position:

The Help Desk Support Technician is a Part-time position responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. Also will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. This position would be the first line of escalation. If the issue is not able to be solved, will have to scale it to the IT specialist. Spanish speaking is Desired as most of our users are comfortable using both languages.

Requirements and Qualifications:

• Associates or Certifications in IT, Computer Science, or related field
• 2 -3 year experience as a Help Desk Technician or other customer service role
• Ability to diagnose and resolve basic computer/technical issues
• Excellent communication skills
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Deep knowledge on installing software
• Microsoft and Windows 10 Proficient. -Word, Excel, Outlook
• Network Knowledge -understand IP and Network Protocols
• Ability to troubleshoot Printers -Training will be provided for onsite printers
• Ability to lift 50lbs and move from site to site.
• Must be able to walk and stand for at least a full eight (8)-hour shift.
• Ability to bend, reach, pull, push, kneel, squat and grasp as needed
• Ability to work in a fast paced environment and effectively communicate with guests, co-workers and management is mandatory.

Specific Responsibilities:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk thru Google Sheets
• Respond to customer queries by phone and email
• Create step-by-step training material with screenshots for clients
• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
• Document internal procedures
• Maintain daily performance of computer systems
• Ask educated questions and listen to customers to determine the root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostic problems to resolve problems
• Clean up computers
• Train incoming staff
• On-Boarding With Staff
• Report significant and recurring issues to the tier-2 support team
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customers to ease troubleshooting.
• Other duties as required.

Skills:

• Strong problem-solving skills.
• Strong computer skills including Excel, Microsoft Word, Database management
• Good planning and organization skills with the ability to handle and prioritize multiple tasks.
• Effective time management skills with the ability to be flexible.
• Ability to use critical thinking and problem-solving skills with sound professional judgment.
• Strong interpersonal skills. Ability to work effectively with a wide range of people.
• Commitment to the highest standards of ethical conduct and confidentiality.

Working Hours

• The Billingual Help Desk Technician position is a 18-20 hour week, generally during business hours.
• There may need to be some flexible hours on weekends and weeknights that are prescheduled.

Job Type: Part-time

COVID-19 considerations:

· COVID 19 vaccine required

Job Type: Part-time

Pay: $21.00 per hour

Benefits:

• Flexible schedule
• Paid time off

Experience level:

• 2 years

Schedule:

• Monday to Friday
• On call
• Weekend availability

COVID-19 considerations:

• COVID 19 vaccine required

Ability to commute/relocate:

• Wilmington, DE: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Associate (Required)

Experience:

• Help desk: 2 years (Required)
• Active Directory: 1 year (Required)

Language:

• Spanish (Preferred)

License/Certification:

• CompTIA A+ (Preferred)

Work Location: Multiple Locations

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