| Description: |
Position Objective: To provide high quality end-user technical support for staff of Lutheran Immigration and Refugee Service, Lutheran World Relief, and Lutheran Services in America. In addition to the primary user base located in the Lutheran Center in Baltimore, other supported staff are located in a second Baltimore office, in Washington, DC, and in other deployed locations.
Duties:
1. Providing outstanding customer service via face to face interaction, email and telephone. Setting and meeting expectations for responsiveness and follow-through.
2. Installing, maintaining and resolving issues for computer and network system equipment in our Baltimore headquarters and remote office locations. Imaging computers with standard agency applications. Accepting shipments of computer equipment in the absence of authorized personnel.
3. Assisting in the training of LIRS end-users on LIRS IT policies and procedures, Help Desk support options, remote connectivity, and basic software application usage.
4. Setting up scheduled IT projectors, laptops, and conference call phones for meetings, webinars, and conference calls. Retrieving and storing equipment afterwards.
5. Assisting with maintaining inventory of computer hardware and software, including hardware warranty and software licensing information. In addition, the deploying spare/loaner equipment, which we maintain for use while a computer is being repaired or when an employee is traveling.
6. Working with vendors or manufacturers to facilitate repairs. This includes computer hardware and software, printers, fax machines, and copiers, as well as performing minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
7. Following and enforcing established information technology procedures and policies.
8. Other job related duties as needed and/or requested.
Qualifications:
1. Knowledge of, and commitment to, the core mission and values of the three Lutheran Center agencies, with an ability to model those values in relationships with colleagues and partners.
2. High school diploma or equivalent.
3. Comprehensive understanding of computer hardware and software with at least 1-1/2 years of experience in troubleshooting hardware, software, or network issues. Technical certifications a plus.
4. Organization skills, time management skills and the ability to prioritize and manage multiple tasks.
5. Proficiency using and supporting Windows Operating Systems, Microsoft Office (2003 and 2010) and Web browsing software. Experience supporting accounting and CRM software packages a plus.
6. Ability to function in a team environment and to connect with non-technical people easily.
7. Excellent verbal and written communication skills. |