IT Help Desk Technician

 A career with ConnectLife is an opportunity to make a difference in the WNY community and in the lives of all those who have been touched by organ, eye, tissue, and blood donation.  ConnectLife is much more than a 9-5 job, it is an opportunity to save and enhance lives.

                                                                                                                                                                           IT Help Desk Technician

Location: ConnectLife Headquarters at 4444 Bryant and Stratton Way, Williamsville, NY 14221

Pay:

Non-exempt

$21.47 - $28.63 hourly 

Pay will commensurate with relevant qualifications, skills, and experience.

Schedule:

Monday-Friday, 8:00am-4:30pm

Requirement:  IT on-call schedule for 1 week, occurring every 5 weeks 

Job Summary

The help desk technician provides technical support to our organization staff in their day-to-day work. From troubleshooting error messages to providing and maintaining hardware assets, the help desk technician is the first point of contact to provide excellent customer service to staff needing technical help. Standout candidates will be excellent problem solvers with outstanding communication skills.

Education Requirements:

• Associate or bachelor’s degree in the field of computer science.
• Industry certifications (A+, N+, ITIL) with applicable helpdesk experience is also acceptable.

Experience:

• 1+ years equivalent work experience in a help desk role.
• Hands-on and remote hardware and software troubleshooting experience.
• Experience with Microsoft operating systems required, and Office software preferred.

Knowledge, Skills, and Abilities:

• Must have strong listening, and verbal communication skills to deliver step-by-step instructions to diverse individuals.
• Must have patience in solving problems, maintaining emotional control with a focus on customer service.
• Must be detail oriented and work with a high degree of accuracy on multiple priorities.
• Proficient understanding of computer systems, mobile devices and troubleshooting methodology.
• Eagerness and ability to learn new technologies and systems with and without assistance.

Required Physical Demands:

• Frequent sitting, standing, walking, bending, squatting, and kneeling.
• Frequent lifting, carrying, pushing, pulling up to 10lbs.        Occasional lifting, carrying, pushing, and pulling up to 50lbs.
• Occasional reaching forward, lateral, and overhead.
• Continuous receiving detailed information through written, electronic, and oral communication.
• Frequent clarity of vision at near and/or far distances.
• Continuous talking, expressing, and exchanging ideas by means of verbal communication.

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need to request an accommodation, please speak to the Human Resources Department.

Essential Job Functions:

1. Receive, prioritize, analyze, document, and respond to incoming calls, e-mails, and IT help desk tickets regarding computer problems and requests from staff. Provide excellent customer service and communication for these interactions.
   
   
2. Install, configure, test, distribute and maintain end user computer hardware, software, cabling, and other devices. Provide software, hardware, and operating systems patches and updates in a timely manner. Adhere to policy for troubleshooting and remediation.
    
3. Maintain inventory tracking of assets. Recommend, schedule, and perform repairs, upgrades, and improvements. Adhere to policy for commission and decommission. Write technical specifications for purchase order, and setup hardware and software products.

4. Work with IT staff and vendors to maintain endpoint security procedures and solutions, including anti-malware, intrusion detection systems, and multi-factor authentication (MFA).

5. Maintain and troubleshoot multi-function copy, fax, print devices. Coordinate, manage and supervise vendor products and contractor services to ensure compliance with policies and procedures

6. Configure, test, distribute, maintain, and troubleshoot cell phone and tablet devices as needed.

7. Research opportunities for new technologies, services, software, hardware, and processes as required. Assist in continuous improvement and best practices design as assigned. Develop and implement communication and training as needed.

8. Work with other IT staff and vendors in implementation, testing and documentation of business continuity and disaster recovery plans. Maintain current knowledge of plan executables. Respond to emergency outages in accordance with business continuity and disaster recovery plans.

9. Assist the Director of IT with additional special projects and tasks as needed. 

10. Perform on call after hours support on rotating scheduled basis. 

11. Maintain/obtain any necessary certifications and training required for the position as needed.

What We Offer

• Health Insurance
• Employer Sponsored Dental & Vision insurance
• Employer Sponsored Life insurance
• Paid vacation & sick time on an accrual basis beginning on day 1
• 401(k) after one year of service with 3% employer contribution
• Employee Referral Bonuses
• Mileage Reimbursement
• Pet insurance
• And more!