Job Purpose:
The Level III Technician will be responsible for providing end user support and network assistance on a Windows based network within the office and departments of the Archdiocese of New York, and over 50 outside offices. The Level III Technician relies on experience and judgment as well as pre-established procedures to identify, research, and resolve technical issues presented through level I and II Help Desk incidents. .
Direct Supervisor:
The Associate Director of Data Systems
Responsibilities:
- Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop and notebook computers
- Maintain excellent communication with all end users and other members of the technology department
- Install and configure software
- Set up and configure printers, scanners, and other peripherals
- Provide Smart Phone Support with IOS and Android OS
- Document issue resolution using the help desk ticketing system
- Execute other assigned tasks as delegated by the Associate Director
- Travel to the various Archdiocese offices to perform installations, software rollouts, or to resolve on-site technical problems
- Provide VPN Support for remote users
- Create users accounts and password resets
- Perform other duties, as assigned
Essential Skills and Abilities:
- Ability to clearly communicate technical concepts to non-technical people
- Ability to recognize, analyze, and effectively solve problems in a timely and organized manner
- Ability to multi-task in a fast-paced environment
- Must also exhibit a strong understanding and adherence of customer service skills
- Must be focused, motivated, flexible, and patient
Education/Experience:
- Bachelor’s degree in computer technology, computer science, or related field required
- 5+ years experience in setup, configuration, troubleshooting of desktop/notebook hardware and software required
- Proven expertise with iOS devices / MDM in a networked environment / Knowledge of Android Devices
- Proven expertise with Microsoft Products including Office, Access, and Project
- Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, VPN,etc.)
- Knowledge of Active Directory concepts and administration
- WordPress, SharePoint, HTML, and CSS knowledge preferred
March 19, 2018