IT Help Desk Support Specialist

Catholic-Charities-Fort-Worth; Fort Worth (TX); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Medical/Dental/Vision

HSA contributions

Company paid long-term disability

Company paid life and AD&D

16 paid holidays

PTO accrual

403(b) with company match

PSLF program

Wellness program

Job summary

Catholic Charities Fort Worth is seeking an IT Help Desk Support Specialist to assist staff with technical issues and keep systems productive. You will support hardware, software, and Microsoft 365, while coordinating with IT teams and vendors to resolve incidents promptly.

The role requires a high school diploma, 1+ year in IT/help desk, and a valid Texas license. On-site support at our Fort Worth office is expected at least four days per week with strong customer service focus.

Qualifications

• High school diploma or equivalent.
• 1+ year experience in IT/help desk support.
• Valid Texas driving license and automobile liability insurance.
• Microsoft 365 Administration – 1+ years with Intune, SharePoint.
• Experience with Defender XDR and RMM tools.
• Experience in a non-profit environment preferred.
• On-site work at Fort Worth office at least 4 days per week.

Responsibilities

• Provide first-level IT support for employees by resolving a wide range of technical issues and onboarding new users.
• Manage incidents and service requests per SLAs, escalating complex issues when needed.
• Deliver end-user support for hardware, software, network, and business applications.
• Troubleshoot and resolve problems to minimize business disruption.
• Maintain documentation of support activities and knowledge base articles.
• Collaborate with IT teams, vendors, and stakeholders to ensure service delivery.

Skills

Troubleshooting

Customer service

Communication

Team collaboration

Time management

Education

High school diploma or equivalent

Tools

Microsoft 365 Admin

Intune management

SharePoint Administration

Defender XDR

RMM tools

Job description

Fischer Family Campus
249 W. Thornhill Dr.
Fort Worth, TX 76115, USA

Description

Are you the person friends and coworkers call when technology isn't cooperating? The one who enjoys troubleshooting issues, figuring out how things work, and helping others get back on track? Who can stay patient under pressure, communicate technical information in a way others understand, and take pride in providing exceptional customer service?

We're seeking an IT Help Desk Support Specialist to support Catholic Charities Fort Worth staff by providing technical assistance, maintaining technology resources, and helping employees stay connected and productive. You'll have the opportunity to work with a variety of hardware, software, and Microsoft 365 technologies while partnering with employees across the organization to deliver reliable, responsive support.

Top Accountabilities

• Complete Incoming IT Support Requests
• Maintain and Refresh Equipment (Maintain Microsoft 365 Environment)
• Procure, Configure, and Issue Equipment

What will you be doing in your role?

Complete Incoming IT Support Requests

• Provide first-level IT support for employees by responding to and resolving a wide range of technical issues, new user provisioning, printer and copier support, end-user trouble tickets, telecommunications troubleshooting, and other technology-related requests.
• Assess, prioritize, and respond to IT incidents and service requests in a timely and efficient manner, escalating complex issues when appropriate. Manage incident and service request tickets in accordance with established service level agreements (SLAs).
• Deliver comprehensive end-user support for hardware, software, network connectivity, and business applications.
• Troubleshoot and resolve technical problems to minimize business disruption and ensure optimal system performance.
• Administer user accounts, system access, and provisioning/deprovisioning activities while adhering to security and compliance standards.
• Maintain accurate documentation of support activities, issue resolutions, and knowledge base articles to support continuous improvement and knowledge sharing.
• Collaborate with IT teams, vendors, and business stakeholders to ensure effective issue resolution and service delivery.
• Contribute to the ongoing improvement of IT support processes, procedures, and user experience.
• Support user onboarding and offboarding by creating and terminating logins and setting up and configuring computers.
• Provide event media support, including microphones, cameras, and virtual meeting technology.

Maintain and Refresh Equipment (Maintain Microsoft 365 Environment)

• Maintain, deploy, and refresh IT hardware, including desktops, laptops, mobile devices, printers, copiers, and related peripheral equipment to ensure reliable and efficient operations.
• Install, update, patch, and support software applications and operating systems to maintain security, performance, and compliance with organizational standards.
• Provide technology support by assessing hardware, software, and system performance issues and recommending appropriate solutions or upgrades.
• Perform routine system maintenance and technology assessments to identify risks, improve reliability, and support business needs.
• Assist with the evaluation, testing, implementation, and ongoing support of new technologies, hardware, and software solutions.
• Collaborate with IT teams and vendors to troubleshoot technical issues, coordinate equipment replacements, and ensure the effective delivery of technology services.
• Maintain and update media equipment, including quad equipment, Microsoft Teams Rooms, and Smart Boards.

Procure, Configure, and Issue Equipment

Procure IT equipment and related technology assets, including computers, laptops, mobile phones, accessories, and peripherals, to support business operations.

Coordinate the ordering, receipt, deployment, and replacement of technology hardware to meet organizational needs.

Manage and maintain the corporate Purchasing Card (P-Card) program in accordance with company policies and purchasing guidelines.

Maintain accurate records of purchases, expenditures, and assigned technology assets.

Collaborate with vendors and internal stakeholders to ensure timely acquisition, delivery, and support of IT equipment.

Are you the next IT Help Desk Support Specialist?

• High school diploma or equivalent required
• Minimum of one-year experience utilizing a variety of computer hardware, software, and networking in a support role
• Minimum of one-year experience in customer support using a help desk platform
• Reliable transportation and the ability to travel to remote locations for support tasks, as necessary
• Must have and maintain a current Texas driving license and evidence of automobile liability insurance
• Microsoft 365 Administration – 1+ years of experience with User Administration, Intune management, SharePoint Administration
• Experience managing Microsoft Defender XDR preferred
• Familiarity with RMMRM tools for endpoint support and patch management
• Experience with a non-profit agency preferred
• Experience managing users in a cloud-based environment preferred
• A+ Certification preferred
• Must be able to lift and move equipment weighing up to 50 lbs
• Ability to provide consistent, on-site support at least 4 days per week at our Fort Worth office

Here's the good stuff...

• Full-time position with a starting salary of $48,000. Final offer is determined by relevant experience, work history, education and internal equities.
• Medical/ Dental/ Vision/ Short Term Disability/ Accident Insurance/ Hospital Indemnity Insurance/ Critical Illness/ ID Shield
• Health Savings Account- CCFW contributes $110 per month.
• 100% Company paid Long Term Disability
• 100% Company paid Basic Life and AD&D Insurance
• 16 paid Holidays (including being closed Christmas Eve through New Years Day)
• Tiered PTO Accrual by tenure:
  • Vacation Time- 100 hours in your first year.
  • Sick Time- 48 hours in your first year.
• 403(b) with employer match from day one- up to 6%
• 3 weeks paid parental/critical illness leave
• Employee Assistance Program
• CCFW Participates in the Public Service Loan Forgiveness program ( PSLF )
• Wellness Program
• Financial Coaching

Working at Catholic Charities Fort Worth

You'll join a mission-driven team and agency dedicated to supporting our clients. We have been entrusted with a 116-year legacy of doing good and we have set forth a bold goal of ending poverty in our community. Our services are uniquely positioned to address a myriad of key factors that keep families from reaching their bigger, brighter future. We have identified five different areas, or pathways, in which our programs create impact: financial resiliency, education credentials, emotional resiliency, resource stability, and employment. And we're growing our team to make it all happen! Though we are guided by our Catholic Faith, you do not have to be Catholic to join our team or receive services.

Catholic Charities Fort Worth is an equal-opportunity employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.