IT Help Desk Technician

The IT Help Desk Technician serves as the frontline support for technical issues within the organization. This position is responsible for troubleshooting and resolving a variety of IT-related problems, including software glitches, hardware malfunctions, network issues, Office 365 matters, and user errors. The IT Help Desk Technician provides in-person support to staff via various communication channels such as virtual chat, phone and email.

The IT Help Desk Technician supports CLUES end users, under the direction of the IT Manager, and will assist in the design, development, and provision of training and technical assistance to further implement and enhance our organization-wide system efforts.

Department: Administration
- Client Support, Facilities & IT

Reports to: IT Manager

Location: CLUES St. Paul

Position Type: Regular

Schedule: Full-Time, 40 hrs/week. Generally, Monday – Friday;
Office Hours.

Estimated Pay: $21.25 to $25.00 (depending on experience & qualifications).

Benefits: Full benefits package available in accordance with current CLUES policies—includes: medical, dental, vision, critical illness, accident, and life insurance (with AD&D); long term and short-term disability; pre-paid legal services and  protection; retirement plan; educational assistance; paid holidays; and paid time off.

• Provides onsite Service Desk and end user support for devices such as laptops, desktops, printers, label printers, and monitors; as well as monitor the Windows 10/11 environment that uses Office 365.
• Installs and maintains printers, desktops, laptops, phones, and other hardware as necessary for new hires, desk transfers, or replacement of faulty/broken IT equipment.
• Speaks with users over the phone, in person or via online chat to understand and efficiently troubleshoot technical issues.
• Manages IT inventory including asset tracking, logging, and deployment of machines. Assists with defining IT supplies and hardware that may need to be ordered, as required, including phones, desktops, laptops, printers, etc.
• Supports user operations and responds to Service Desk in a timely manner. Works directly with other resources and or third-party vendors to troubleshoot and elevate issues as necessary.
• Performs other duties/projects as needed, such as imaging, configuration, and deployment of computers and/or the refresh of existing computers, creating backups of data, upgrading systems as needed and installing new software or hardware solutions.
• Documents technical support procedures and maintains customer records. Creates documentation and technical artifacts as required in support of the technical environment, assigned projects and policies and procedures.
• Assists with the management of other IT security related issues within the scope of IT Services & Support.

• Support division leadership by working on cross-functional projects and other general administrative functions as needed.
• Support the research for projects’ portfolio and track changes that may impact deliverables.
• Identify important data insights, generate, and deliver reports to key stakeholders.
• Assist with vendor response and service requests related to supply, IT, or other related services.
• Assist the department’s leadership with daily office and related support activities.
• Work with program leadership to implement and enhance cloud-based software programs.

• Support programs’ leaders by providing training and technical assistance that is linguistically and culturally appropriate to support their delivery of services.
• Provide support in multiple locations as directed.
• Must be willing to attend training to advance technical skills and maintain appropriate skill levels to perform job duties.
• Promote the mission, operating values, and agency services of CLUES within the community.
• Maintain client confidentiality in accordance with HIPAA, agency policies and other applicable laws, regulations and ethical standards.
• Carry out all other duties as assigned by supervisor.

• This position has no supervisory responsibilities for other employees but may…