IT Help Desk

Exemption status: Non-exempt

Supervisor: Technology Services Manager

Overview of Position

You will be responsible for providing exemplary customer service and technical support to clients utilizing various technology services. You will serve as the primary point of contact for addressing customer inquiries, troubleshooting technical issues, and ensuring customer satisfaction in a positive, calm manner. This role requires a combination of teamwork, technical expertise, effective communication skills, and a customer-centric approach to problem-solving.

Description of Duties

• The primary point of contact for most issues and distributes tickets to the appropriate staff based on skill set and availability.

• Works to develop the “level of triage” needed to support Kanakuk & related entities.

• Performs admin functions for the department (Purchasing cards, invoice routing, and coding, purchasing of toner/ink, etc.)

• Registers and classifies received incidents. In the case of a network/internet outage, it notifies network admins and helps communicate with the other departments.

• If a solution is not immediately known, the incident is to be transferred to the appropriate IT staff based on their expertise.

• Processes service requests and keeps users informed about their incident status.

• Follows up with team members that have not completed incidents. Re-assign them, if needed

• Maintain onboarding and termination procedures to maintain Office 365 directory. Works with the Director of Technology Services to help maintain storage requirements on users with legal hold.

• Keep the office and work area clean. Help take boxes down to recycling and keep the main office area clear of clutter.

Knowledge Expert

• Ticket (Support Request) Management

• Billing – Credit cards, Internet, Software, and support services

• Inventory Tracking and Purchasing (Spares, toner/ink refills, etc.)

• Microsoft Office 365

Other Requirements and Characteristics

• Proven experience in customer service or technical support roles, preferably in a technology-related environment.

• Strong understanding of computer systems, software applications, networking concepts, and IT infrastructure.

• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.

• Exceptional problem-solving skills and the ability to think critically under pressure.

• Demonstrated ability to work collaboratively in a team environment and adapt to changing priorities.

• Customer-focused mindset with a passion for delivering exceptional service and exceeding customer expectations.

Special Requirement:

• Commitment – to Christ and to the mission and vision of Kanakuk

• Integrity – in all matters

• Discretion – the ability to handle restricted and confidential information professionally and maintain the information with total confidentiality.

• Discernment – the ability to use sound judgment in the decision-making process.