IT ServiceDesk Technician

FirstDay Foundation; San Antonio (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

FirstDay Foundation is hiring for an on-site Help Desk Support role in San Antonio. You will answer calls, create tickets, and route IT requests to technicians, while keeping balanced workloads across the team.

Requirements include an Associates degree or equivalent and 1–3 years in customer service or technical support. Strong communication, analytical skills, and a working knowledge of Windows are essential to succeed in this role.

Qualifications

• Education: Required - Associates Degree in computer-related studies or equivalent experience.
• Experience: Required - 1-3 years in customer service or technical support.
• Ability to work independently in a dynamic environment.
• Strong communication, interpersonal and analytical skills.
• Working knowledge of Microsoft operating systems and applications.
• Ability to manage high call volume without missing calls.

Responsibilities

• Answer all incoming helpdesk phone calls.
• Create tickets and connect callers with a helpdesk technician when necessary.
• Assign incoming IT requests to helpdesk technicians.
• Maintain records to balance workload among technicians.
• Assign incoming requests to other support groups (HR, Finance, etc).
• Complete information-only requests.
• Complete basic requests such as password resets, terminations, etc.
• Monitor for patterns indicating systemic problems.
• Monitor for VIP requesters and urgent issues.
• Delete spam/junk/sales tickets.
• Forward the helpdesk line to the on-call technician at EOB daily.
• Remove the helpdesk line forwarding each morning.
• Take notes on all department meetings.
• Adhere to company policies, including attendance and punctuality.
• Adhere to confidentiality (HIPAA) requirements.
• Utilize helpdesk analytics to track performance metrics and maximize efficiency.

Skills

Communication skills

Interpersonal skills

Analytical skills

Customer service

Microsoft Windows

Call handling

Education

Associates Degree or equivalent

Tools

Helpdesk software

Job description

It's a great feeling to work for a company that does so much good for others around the world!

It's a 100% onsite position in San Antonio. Remote and/or Hybrid arrangements will not be considered.

Education: Required - Associates Degree in computer-related studies or equivalent experience

Experience: Required - 1-3 years in customer service or technical support

Critical Action Items:

• 1. Answer all incoming helpdesk phone calls.
• a. Create tickets and connect callers with a helpdesk technician when necessary.
• 2. Assign incoming IT requests to helpdesk technicians.
• a. Maintain records to ensure equivalent workloads among technicians.
• 3. Assign incoming requests to other support groups (HR, Finance, etc).
• 4. Complete information-only requests.
• 5. Complete basic process requests such as password resets, terminations, etc.
• 6. Monitor for patterns or trends in requests that would indicate a systemic problem.
• 7. Monitor for VIP requesters and urgent issues.
• 8. Delete spam/junk/sales tickets.
• 9. Forward the helpdesk line to the on-call technician at EOB every day.
• 10. Remove the helpdesk line forwarding every morning.
• 11. Take notes on all department meetings.
• 12. Adhere to company policies, including attendance and punctuality.
• 13. Adhere to confidentiality (HIPAA) requirements.
• 14. Utilize helpdesk analytics to track performance metrics and maximize helpdesk efficiency.

Measurable Deliverables:

• 1. Eliminate missed calls to the helpdesk.
• 2. Ensure the timely assignment of requests in the order of submission.
• 3. Maintain record keeping to balance and assign workload of incoming tasks.

Requirements:

• 1. Ability to work independently and in a dynamic environment.
• 2. Strong communication, interpersonal and analytical skills
• 3. Ability and desire to provide excellent customer service to internal (and potentially external) users
• 4. Working knowledge of Microsoft operating systems and applications
• 5. Ability to manage high call volume without missing calls.

Other Responsibilities:

• 1. Other job duties as assigned

If you like to work with people that believe they can make a difference in the world, this is the company for you!

EEO Statement

In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex,or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

FirstDay Foundation is a philanthropic organization dedicated to enhancing nonprofit efforts that support children, families, and communities through grants and management services.

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