Analyst, IT Help Desk

Overview

Scope of Position: Provide front-line and escalated technical support, prepare and deploy computers and peripherals, maintain endpoint management systems, and assist with systems administration and IT projects.

Reports to: Senior Manager, IT Systems Lifecycle

WinShape Foundation is a Biblically-based Christian non-profit organization that seeks to glorify God by creating transformational, Christ-centered experiences for people in every stage of life. We do this through five core ministries that each use scriptural truth to offer summer camp, foster care, team and leader development, college student discipleship, and marriage enrichment. To view our full Statement of Faith, click here. 

Responsibilities

• Provides help desk support for staff of over 400 users with software, hardware and telecommunication issues
• Performs setup and deployments of new computers and peripherals to staff, including management of MDM tools which automate deployments
• Coordinate seasonal technology requirements with camp staff and prepare, deploy, support, collect, inventory, and store seasonal-use computers and related equipment.
• Performs software installations and support
• Performs various system administration tasks
• Helps plan and execute projects as needed
• Provides initial troubleshooting of backup, network, telecom and printing/scanning environment and escalating when needed
• Performs or assists with software and hardware installations including laptops, desktops, peripherals, multifunction printers, network, and telecommunications equipment, and both Windows and MacOS
• Document, prioritize, troubleshoot, escalate, and resolve support requests through the help desk ticketing system; maintain accurate notes and communicate status to users through resolution.
• Create and maintain technical documentation, troubleshooting procedures, deployment instructions, and end-user knowledge articles.
• Provides other related duties as directed by the Senior Manager, IT Systems Lifecycle

Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field or equivalent work experience
• Two years of relevant technical support, help desk, computer deployment, or repair experience preferred. Relevant education, certifications, internships, or demonstrated technical proficiency may substitute for professional experience.
• Working knowledge of Windows and MacOS
• Fundamental understanding of wired and wireless networking, printing, and common endpoint troubleshooting
• Experience with or ability to learn Microsoft 365 administration and support
• Experience with endpoint deployment, device management, software deployment, and remote support tools
• Familiarity with MDM tools (Mosyle, Intune, PDQ) desired
• Ability to quickly learn new systems and processes
• Seasonal travel required to support WinShape Camp offices
• Occasional travel to support center or remote offices as needed
• Strong organizational and coordinating skills, ability to prioritize tasks
• Ability to communicate effectively, both orally and in writing
• Ability to work independently and as a strong team player under time pressures without loss of poise, grace or humor