• Help Desk & Support Technician

High Country News seeks a talented and motivated individual to provide help desk support and assist with larger IT projects. Ideal candidates will have prior support experience, are eager to continue hands-on learning with technology, and are willing to take on larger and more complex projects as they learn about the needs of the organization. Part-time position, DOE: $15.50-$18.25 per hour, requires occasional on-call availability. To apply, email letter of interest and resume to jobs@hcn.org.

Job Description:

General Statement of Duties: This position assists the Office of Information Technology (OIT) department in providing day-to-day support and troubleshooting for staff along with occasional assistance in research and setup for larger OIT projects. This position is the first point of contact for providing internal help desk support and requires occasional on-call availability during normal office hours.

Supervision Exercised: None

Supervision Received: Works under the general supervision of the IT Manager

Example of Duties:
-Basic diagnostics and troubleshooting of machines
-Utilizing the OIT ticketing queue for tracking support requests
-Properly escalating unresolved issues to the next level of support
-Documenting internal workflows and procedures
-Maintenance and data backups of workstations and equipment
-Assisting with the setup and training of new users and equipment
-Assisting with running scripts reporting on data from various business systems
-Assisting with investigating larger or more complex service issues
-Assisting with testing and providing feedback for internal OIT projects
-Additional duties as identified

Minimum Requirements
Special Skills, Knowledge, and Abilities:
-Familiarity with basic functionality of Mac and Windows operating systems
-Effective technical research and investigation patterns
-Ability to diagnose and resolve technical support issues in a timely fashion
-Good communications skills and ability to teach basic IT orientation
Positive and professional customer-support when interacting with users
-Proficiency in English; both written and verbal
-Desire to work in a not-for-profit environment
-Willingness to support the needs of the organization

Education and Experience:
-18 months minimum prior experience as a help desk technician or similar support role
-High school diploma or equivalent
-Associates or equivalent certification in Computer Science, OIT, or relevant field; desirable but not required
-Simple scripting and automation knowledge; desirable but not required
-Basic Python, JavaScript, or similar prior programing knowledge; desirable but not required

Working Hours:
This is a non-exempt, hourly paid position requiring some flexibility to meet workloads. Up to 20 hours per week for coverage during normal office hours, not including office holidays.
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PostedMarch 13, 2018