Helpdesk Support Technician • Frontiers USA
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Helpdesk Support Technician

Department: IT - Information Technology

Reports to: Director of IT

Classification: Full-time, 40 hours a week

Location: Phoenix Metropolitan Area

Summary:

Frontiers is a Christian, faith-based non-profit partnering with churches to send workers overseas. This is an onsite position in Phoenix, AZ with 1 day a week optionally remote. This position will be responsible for providing support for customers by responding to incoming tickets, calls or walk-ins, analyzing, diagnosing, and resolving software and hardware issues associated with desktop/laptop computers and mobile computing devices (laptops, printers, smart phones, tablets, wireless devices, etc.)

ESSENTIAL RESPONSIBILITIES:

  • Create/Update/Close support tickets based on customer input, work performed, or completion. Escalate if needed.
  • Provide technical assistance with routine needs such as general computer use, password resets, printing, use of Microsoft Outlook/Word/Excel/Powerpoint, file backup, and conference room use.
  • Monitor Antivirus and Encryption systems to ensure device compliance.
  • Troubleshoot network connectivity including Ethernet and WIFI for all devices that connect to the network onsite and remote.
  • Will be expected to work with Windows OS, Apple OS, Apple iOS and Android OS devices.
  • Configure and deploy new hardware devices for employees.
  • Remotely access hardware or software for internal customers to provide technical support, troubleshoot and resolve issues.
  • Will be expected to update/add/close users accounts into Office 365 Administration Portal and Active directory.
  • Perform hardware device repairs or/and when necessary, coordinate with vendors for repairs.
  • Setup and support Audio/Video needs for conference and meetings rooms for presentations.

SKILLS/TRAITS:

  • Strong communication skills such as listening, writing, and/or asking accurate troubleshooting questions.
  • Strong problem solving/ Analysis skills.
  • Be able to multi-task.
  • Strong detail-oriented and organization skills.
  • Hands on technical support experience for building computers, setting up audio visual equipment, and adding devices to a network.
  • Technical experience with Windows 10 OS, Apple MacOS, Apple iOS and Android OS devices.
  • Able to troubleshoot Outlook issues, Web browser issues, and anti-virus issues.
  • Basic knowledge of TCP/IP, DHCP, and DNS configuration.
  • Basic understanding of LAN and WAN concepts.
  • Able to participate in after-hours rotation nights/weekend.

QUALIFICATIONS:

  • High school diploma or GED.
  • Currently in or near final semester of a two-year technical degree or minimum of second year of four-year technical degree is preferred.
  • Personal relationship with Jesus Christ.


This job posting is a summary of the position. A full description will be provided during the recruiting process.

Frontiers values the importance of life and work balance and offers flextime options. To apply, send a cover letter and resume to hr@frontiersusa.org. No phone calls please. Because of the number of emails received, you may not receive an individual response.