Help Desk Technician (Tier 1)

Tech Talent Link

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Compensation: 24.0 USD – 26.0 USD / Hour

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***

Who We Are:
We believe that no one should be hungry. Our mission is to eliminate hunger and its root causes. We believe that food and health are basic human rights for all. We know that hunger is not just an individual experience; it is also a community-wide symptom of systemic barriers to employment, education, housing and health care such as systemic racism, sexism, and cissexism. That’s why we work systemically to achieve our mission to end hunger: we foster community connections to help people access nutritious food, and we build community power and strengthen networks of support and the safety net to eliminate the root causes of hunger for good.
We build community power to dismantle systems and policies that drive hunger and poverty. We are an Equal Opportunity Employer, and we strongly encourage applications from candidates who can increase the diversity of our organization and strengthen our capacity to eliminate hunger. We believe strongly in the power of lived experience — and we actively seek individuals who have experienced hunger and its root causes to join our team. Our organization is stronger because of the leadership of people who have faced food insecurity in their own lives and/or hail from historically under-represented communities.
Who You Are:
You care deeply about community, about people experiencing hunger and hold them in the center of all that you do. You are committed to apply equity as a process and an outcome of your work to disrupt systemic social patterns that promote hunger such as racism, sexism, and cissexism. You have a strong affinity with OFB’s 10 Year Vision and are profoundly excited to achieve this vision for and with our community.
Position Summary:
As the IT Service and Support Technician I, you will contribute to the organization’s success by providing end-user support in a dynamic organization with over 250 users across 5 locations. This person is the front-line support that resolves or refers and tracks issues to resolution as necessary using independent judgment. Secondary functions are basic System Administration and workflow mapping. The IT Service and Support Technician I is a team player who works within the scope of IT best practices with an emphasis on Customer Service.
Primary Responsibilities (Essential Functions):

  • Serve as tier one support by providing technical assistance and support for incoming queries and issues related to computer systems, software and hardware, including, mobile computers, barcode, printing, and supporting applications.
  • Provide basic support for ERP/Inventory Accounting, and donor management systems and escalating support tickets when necessary or exceed the established SLA, Service level agreements.
  • Perform user administration, configurations, moves, adds and changes, user account and profile management and related tasks of clients and end points
  • Participate in ensuring the overall health of IT assets, virus and malware prevention, and maintenance administration.
  • Help establish operating standards and best practices usage, including supporting the department with R&D and keeping abreast of industry developments.
  • Participate in developing, facilitating, and supporting user adoption and training plans and events.
  • Perform account administration (Adds, deletes, passwords management) through AD account management.
  • Identify needs for new or upgraded hardware/software and recommend allocation of resources to departments based on deployment standards and individual requirements.
  • Produce training material and web content for OFB users on the use of different tools.
  • Assist and conduct New Employee IT Orientations and Employee IT Webinar/Trainings
  • Organizational level responsibilities of exempt employees include:
    • To be an ambassador and a leader for OFB’s vision and mission, a cross-departmental collaborator, and an active contributor to building a movement to end hunger for good by addressing the root causes of hunger: systemic oppressions such as racism, xenophobia, sexism, and cisexism.
    • In consultation and coordination with the supervisor, actively contribute to:
      • cross-departmental efforts
      • work culture activities and programming
      • advisory and consultative groups such as the compensation committee, affinity groups, Equity Ambassadors, Equity Think Tank meetings, among others
      • plan and engage in professional development activities that strengthen your capacity for your specific role as well as your capacity to contribute and advance organizational goals, OFB’s vision and mission.
  • Identify, share, engage in, and collaboratively adjust and make necessary changes to this description of duties according to the inevitable evolution of the role over time.

Skills and Experience Required:

  • Deep passion for eliminating hunger and its root causes.
  • At least 1+ years’ experience supporting end users with working experience with relevant software, printers, hardware and other resources including Microsoft systems and Microsoft Office business productivity applications.
  • Basic understanding of Operating systems
  • Proven technical, analytical and problem-solving skills.
  • Ability to work independently, multi-task, prioritize, and take initiative to provide adequate resolution and meet service level agreements to department standards.
  • Organizational level skills and experience required for exempt employees include:
    • Disposition and willingness to maximize multiple perspectives to innovate, problem solve and seek creative solutions.
    • Experience in modeling intercultural competence and demonstrated commitment to equity and social justice.
    • Demonstrated ability to think strategically, collaborate, take initiative, and to maintain confidentiality.
    • Project coordination and organization skills; ability to manage multiple projects with attention to detail; ability to handle interruptions, and produce timely, accurate work.
    • Ability to both work independently and as part of a team; comfortable working in an office environment and offsite.
    • Ability to thrive in a diverse, creative, responsive, mission-driven, and fast-paced work culture.
    • Experience of successful multicultural immersion working and/or living within OFB's Equity Constituencies: BIPoC, Immigrants & Refugees, Single Mothers, Trans and Gender-Non-Conforming folx.
      • Multicultural Immersion defined as: Actively integrated in one or more communities, interacting with individuals and groups, and seeking to understand the diversities within and between communities by being there and engaging in daily life activities.

Preferred Qualifications:

  • Some coursework in technical areas
  • Exposure and understanding of network technology with ability to configure and troubleshoot connectivity issues.
  • General knowledge with Active Directory, DNS, DHCP
  • General knowledge of G-Suite Admin and MacOS
  • Ability to develop and facilitate end user training classes.
  • Ability to develop effective reports and technical documentation
  • Organizational level preferred qualifications of exempt employees include:
    • Multilingual skills at a minimum professional level of proficiency or greater in English and any additional language/s, defined as being able to speak the languages with sufficient structural accuracy and vocabulary to participate effectively in most formal and informal conversations on practical and professional topics.
    • Multicultural skills of adaptation and integration are strongly preferred.
    • Adaptation is defined as the capacity to communicate and interact with people of multiple cultures, backgrounds, and styles by incorporating and adapting to the world view and perspectives of others.
    • Integration is defined as being able to “code-switch” or move in and out of one's worldview and help others understand different cultures, backgrounds, and styles to promote diversity and inclusion.
    • Commitment to continued professional development to strengthen capacity to work through an equity lens for equity and racial justice.
  • Strong capacity to consider multiple perspectives, to pivot to respond to emerging needs and lead through organizational changes.

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