IT Help Desk Support Technician

About The Community Builders (TCB)

Join a growing organization that is strengthening neighborhoods across the nation! The Community Builders, Inc. (TCB) is one of America's leading nonprofit real estate developers and owners. Our mission is to build and sustain strong communities where all people can thrive.

Position Description

The IT Help Desk Support Technician is responsible for providing support for all technological needs for TCB Employees, including, but not limited to, hardware, software, mobile devices, networking, and emerging technologies. This position is also responsible for promptly identifying and resolving issues via a web-based ticketing system, telephone, email, and walk-in requests. This role will have a hybrid schedule consisting of 2 days in the local office, 1 to 2 days at local properties, and the remaining days remote.

Responsibilities

• Provide technical support to TCB employees via phone, remote screen-share, and in person while adhering to company standards and guidelines.
• Remotely support employees who are based on-site, traveling, or at remote offices.
• Basic knowledge of Hosted PBX and enterprise cloud-based phone systems
• When required, perform software deployment and implementations.
• Thoroughly document support activities in a ticketing system, keeping track of ongoing issues and providing effective solutions.
• Create Knowledge Base articles for unique solutions to new technical challenges that arise.
• Maintain computers and mobile devices with updates to ensure usability and security.
• Identify and diagnose any issues that arise and offer effective solutions, following through to resolution.
• Work with vendors and staff to create laptop images with the latest updates and configurations.
• Represent the IT department with the highest level of professionalism and customer service.
• Other duties as assigned.

Knowledge and Skill Requirements

• High School Diploma or GED required. 2-year college program or equivalent work experience preferred.
• Working knowledge of Microsoft Office 365 and Active Directory
• Strong technical proficiency with enterprise technology platforms such as networking, information security, end user computing, mobile device technology, telephony, cloud solutions, email, and collaboration tools.
• 3 years of experience delivering technology support across a diverse range of IT services and technologies, including standard operating systems, desktop applications, and network infrastructure.
• Strong track record of exemplifying customer service excellence and accountability/ownership for the total customer experience.
• Demonstrated ability to perform well and demonstrate sound judgement under stress when confronted with emergencies, critical, or unusual customer situations. Ability to maintain a strong sense of urgency.
• Demonstrated ability to effectively and positively manage significant change (i.e., organizational, technical, functional) while maintaining a focus on customer support.
• Strong written and oral communication skills with the ability to clearly communicate to external and internal clients regarding support operations and new/enhanced services. Ability to adapt communication style to diverse audiences within the TCB community
• Strong time management skills, including the ability to multitask, organize workflow, prioritize tasks, and manage a changing workload individually and across a team.
• Experience working with the following systems and software a plus: Microsoft Office 365, Cisco Meraki Networks, Zoom, Mimecast, DUO, Okta, Malwarebytes, and Security Systems (Cameras, NVR, Fobs, Intercoms).
• Some after-hours or weekend work may be required
• Ability to lift 50 lbs. of equipment
• Some Travel may be required as needed, so reliable transportation is preferred

Benefits

• Medical, dental, and vision insurance
• 12 Paid Holidays & tenure-based PTO accruals
• Employer contributions to Health Savings Accounts
• Company paid Life & Disability Insurance
• 403(b) retirement plan with company match
• Tax-advantage accounts: commuter/parking, medical & dependent care FSA
• Hospital & Critical Illness Insurance
• Confidential, 24/7 Employee Assistance Program
• Salary: $55-60k

The Community Builders is an equal opportunity employer.