Mid-Ohio Food Collective

Help Desk Technician Tier III Mid Ohio Foodbank Jobs at Mid-Ohio Food Collective

Sample Help Desk Technician Tier III Mid Ohio Foodbank Job Description

Help Desk Technician Tier III Mid-Ohio Foodbank

JOB TITLE: Help Desk Technician Tier III                                                    STATUS: Full Time, Exempt

REPORTS TO: Vice President, Information Technology                              DIRECT REPORTS: None

 

SUMMARYThis person will be responsible for providing specialized, professional level of support in areas of advanced complexity such as system, hardware and software tools, which includes installation, configuration, maintenance and support of these systems and/or networks. Under indirect supervision, this position also provides response to telephone calls, email, tickets, and staff requests for technical support.

 

PRIMARY DUTIES:

  • Triage, prioritize, manage and report on help desk tickets/resolutions
  • Provides escalated help desk and technical support to MOF staff and guests
  • Troubleshoots, diagnoses, and resolves PC software/configuration problems, with minimal guidance on complex issues that may require specialized resolution including changes to enterprise tools
  • Installs, tests, and configures software and/or monitor system/server performance
  • Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting.
  • Document all issues and generate reports detailing common problems and error trends
  • Performs technology research and configuration of new or existing technology
  • Assist with server infrastructure: build networks, set up of DNS, DHCP, domain hosting, and visualization software
  • Provides technical support and technology training for special projects and initiatives
  • Documents configurations and settings
  • Participates in technology budget recommendations
  • Represents IT department on focus groups and committees
  • Participates in special technology projects as assigned
  • Performs other duties as assigned

 

EDUCATION & EXPERIENCE:

Education and Certifications: Associates Degree in an IT related field or completion of vocational/technical/business school or equivalent IT experience required, Bachelor's degree preferred.

 

Experience:  At least 3 years of technology, network, and system administration experience with Microsoft windows required.  Strong knowledge of desktop support, computer hardware and software troubleshooting. Experience and knowledge of networking principals including Active Directory, DNS, DHCP, NAT, configuration of network routing, firewall rules. Strong knowledge of Microsoft Windows and network security.  Strong knowledge of Microsoft Exchange and Active Directory.  Comfortable using Apple / OS X products. Familiar with installation and management of software (updates, tools, etc.).  Experience providing customer service support via in-person, phone or remote.  Experience with mobile device management preferred.   

 

Skills/Competencies:  Ability to troubleshoot, repair, and configure PC's, switches, routers, etc. Must be able to represent Mid-Ohio Foodbank with professionalism when interacting with staff and MOF guests.

 

JOB CONDITIONS:

Working Conditions:  Normal office environment. May include some evening or weekend work.

 

ADA:  The above statements cover what are generally believed to the principal and essential function of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties.

 

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