Help Desk Technician Level 1

Job DetailsJob Location: Blue Bell, PA 19422Education Level: 4 Year DegreeSalary Range: $21.62 - $24.04 HourlyTravel Percentage: Up to 25%Job Shift: Day  Delta’s Mission: To enrich the lives of individuals and families through outstanding community-based supports and mutually rewarding relationships.   Values: Customer Focus, Performance Excellence, Learning and  Growth Position Summary This position is responsible for routine maintenance, set-up, configurations, etc. for hardware and software systems, analyzing and resolving end-user trouble tickets. Assist with IT project work and documentation assigned. Ensure compliance with IT processes, cyber security practices, policies and procedures. Advances Delta’s Mission and Values.       Reports to: Communications and Technology Manager  Principal Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The duties listed below are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.    Assist the Director of Information Technology and Communications and Technology Manager with assigned projects, asset management, and comprehensive documentation. Interface with users, answer questions and resolve technical problems with PCs, Laptops, Servers, Software, Networking/WIFI, and phone systems. Perform routine maintenance, setup and configurations for hardware and software systems. Analyze and resolve end-user trouble tickets submitted by phone, email, portal or in-person. Escalate problems that fall outside of the skill level of this position to tier 2 support (Network and Computer systems Administrator or Director of IT). Travel to supported sites to help with installations, routine maintenance or problems. Travel between PA and NJ office and facility locations as needed. Understand and be able to use desktop and software support skills, including but not limited to: Microsoft Operating Systems (Windows 10, Server 2012, 2016, 2019) Microsoft Office (Word, Excel, PowerPoint) Antivirus/Malware software Desktop PCs, Laptops, Network Switches, and miscellaneous hardware Write technical documentation for IT Staff and end-users. Ensure compliance with Delta and IT processes and procedures. Preaches and adheres to Delta Community Supports comprehensive cyber security policy. Perform other duties as assigned by Communications and Technology Manager. Requirements   Strong presentation skills; Ability to use excellent oral and written communications skills Strong analytical and problem solving skills Strong customer service and collaboration skills Ability to work effectively with people, facilitating their growth and development Demonstrated commitment to equity, diversity and inclusion Fully proficient at an advanced level in Microsoft Office, especially Word, PowerPoint and Excel and the ability to learn new and emerging software Fully proficient in the operation of helpdesk ticket software and project management software Ability to read, write and speak English and communicate effectively with all constituencies of a diverse community; perform arithmetical calculations Ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds Ability to use telephone, voice mail, copier, fax machine, computer and calculator Aptitude for balancing multiple priorities with strong organization, time management and prioritization skills. Ability to self-direct, self-pace, multi-task and function well under the pressure of deadlines and conflicting priorities Physical activities needed to perform the essential job functions: reaching, lifting, finger dexterity, grasping, repetitive motions, and visual activity. Ability to lift, pull and push 50 pounds.                            Qualifications  Position Qualifications   Bachelor’s Degree in IT or a related field Valid driver’s license in the state of residence Two(2) to Five (5) years in an IT or technology related field; appropriate additional experience may be considered in lieu of the educational requirements A+ certification preferred