Help Desk Tech

Dismas Charities Inc; Shively (KY); On-site; USD 26,000 - 37,000; Full time

Job summary

Dismas Charities Inc is seeking a skilled Help Desk Tech to join our IT team in Kentucky. You will provide first-line support to end-users, diagnose hardware/software issues, and maintain IT documentation. Strong customer service and Windows expertise are essential.

The role offers a 40-hour week, standard business hours, and benefits including health and retirement plans. Some on-site travel may be required. Join a not-for-profit focused on community-based re-entry services.

Qualifications

• Proven experience in a Help Desk or similar role.
• Strong knowledge of Windows operating systems.
• Familiarity with common software applications and business productivity tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Basic understanding of network protocols and infrastructure.

Responsibilities

• Provide first-line technical support to end-users via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document and track reported issues, ensuring timely resolution and follow-up.
• Collaborate with other IT team members to escalate complex issues and ensure swift problem resolution.
• Install, configure, and maintain computer systems and peripherals.
• Assist in the development and maintenance of IT documentation and knowledge base articles.
• Educate end-users on basic troubleshooting techniques and best practices.
• Ensure compliance with security policies and procedures.

Skills

Help desk experience

Windows OS

Customer service

Communication skills

Team collaboration

On-site travel

Education

High School Diploma

Tools

Windows OS

SCCM

Screen Connect

Job description

JOIN DISMAS and work for one of the nation's largest not-for-profit providers specializing in community-based adult re-entry programs. Dismas Charities provides quality, cost-effective community-based residential and non-residential supervision and treatment services. ENJOY meaningful work, indoor work environment, competitive pay, and benefits.

This position earns a competitive wage of $23.00. We offer excellent health, dental, and vision benefits, an excellent retirement plan fully funded by Dismas, paid time off (PTO), company-paid life insurance, and company-paid long-term disability insurance. If this sounds like the right opportunity for you,

Summary: We are seeking a skilled and user-focused Help Desk Tech to join our IT team. The ideal candidate will have a passion for resolving technical issues, excellent communication skills, and a strong desire to provide outstanding customer service.

Shift Schedule: Full-Time. 40 hours per week. Monday - Friday 8:30 AM - 5:00 PM **(variable as needed)

Essential functions include but are not limited to the following:

• Provide first-line technical support to end-users via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document and track reported issues, ensuring timely resolution and follow-up.
• Collaborate with other IT team members to escalat complex issues and ensure swift problem resolution.
• Install, configure, and maintain computer systems and peripherals.
• Assist in the development and maintenance of IT documentation and knowledge base articles.
• Educate end-users on basic troubleshooting techniques and best practices.
• Ensure compliance with security policies and procedures.

SKILLS

Necessary Skills include:

• Proven experience as a Help Desk Support or similar role.
• Strong knowledge of Windows operating systems.
• Familiarity with common software applications and business productivity tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Basic understanding of network protocols and infrastructure.

Familiarity with any of these tools and technologies is a plus, but not required:

• iPhones
• Relevant Certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician)
• Microsoft SCCM
• Screen Connect
• VoIP Phone Systems

QUALIFICATIONS / REQUIREMENTS

• High School Diploma, GED, or equivalent.
• Ability to communicate clearly and professionally in both written and oral forms.
• Ability to work with end users in a respectful way in order to resolve any IT issue they may be experiencing
• Prior experience in information technology or systems administration is a plus.
• Willingness to handle occasional on-call duties.
• Ability to travel occasionally for work. This position does not require frequent travel.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To perform this job successfully, the employee is frequently required to communicate; listen; sit; stand; walk; use hands to grasp, handle or feel; and reach with hands and arms.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Indoor environment. The employee is frequently exposed to an office environment, with controlled temperatures. Employee should be able to lift packages up to 50lbs and move packages up to 100lbs with appropriate tools and equipment

Dismas Charities, Inc. is an Equal Opportunity Employer and complies with ADA regulations as applicable.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.