IT - Help Desk Technician/Level I Support - NOT Remote

Job Summary:

CAPS & Maple City is an organization that supports healthy, safe, and thriving children and families by providing quality, comprehensive services to all.

The Help Desk Technician/L1 Support is a member of the IT team that also includes the Director of Information Systems. The role supports the mission and values of CAPS & Maple City by ensuring that the technical systems infrastructure runs smoothly and efficiently.?

Duties and Responsibilities

• Effectively manage Help Desk tickets in a timely manner
• Work with multiple tools and systems in the Microsoft platform (Entra, Intune, Azure)
• Respond to staff issues via phone, email and chat?
• Run diagnostics to resolve customer-reported issues?
• Install, make changes, and repair computer hardware and software?
• Follow up with staff to ensure issues are resolved?
• Daily, Weekly, and Monthly systems audits to ensure high reliability
• Maintain internal inventory systems to ensure accuracy
• Create, edit, and modify existing team documentation of systems and workflows
• Demonstrate effective interpersonal skills
• Other duties that support our shared work, as assigned
• This description does not cover or contain a comprehensive listing of all activities