IT ServiceDesk Technician

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

Job summary

FirstDay Foundation is seeking a Helpdesk Support specialist for a 100% onsite role in San Antonio. The position requires an Associates degree or equivalent experience and 1–3 years in customer service or technical support.

You will handle high call volumes, create and route tickets, and assist users with password resets and basic requests. Remote/hybrid arrangements are not considered; strict adherence to policies and HIPAA confidentiality is expected.

Qualifications

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

Responsibilities

• Answer all incoming helpdesk phone calls and create tickets.
• Connect callers with a helpdesk technician when necessary.
• Assign incoming IT requests to helpdesk technicians.
• Route requests to other support groups (HR, Finance, etc.).
• Complete information-only requests and basic password resets.
• Monitor for patterns indicating systemic problems and VIP issues.

Skills

Customer service

Communication

Independent work

Analytical skills

Call handling

Education

Associate degree or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

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

This is 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

English (United States)

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

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.

#LI-Information Technology #LI-Associate #LI-Full-time

FirstDay Foundation is a charitable foundation created to provide philanthropic grants, management and governance services to nonprofit organizations doing good work in local communities and across the globe. Our goal is to elevate and enhance the work nonprofits are doing to serve children, families and communities in need. Making good, greater.

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.