Job Description

Lutheran Services Florida (LSF) envisions a world where children are safe, families are strong, and communities are vibrant. 

LSF is seeking a talented Help Desk Technician who wants to make an impact in the lives of others.

Purpose and Impact:

The Help Desk Technician is considered a crucial role in the front-line of support for Lutheran Services Florida networks and computing environment. The individual must be agile, willing to learn and think outside of the box in order to operate effectively in an ever-changing technology landscape.  Troubleshoot issues and work with other teams to nail down root cause issues and correct them as necessary. Act as the first point of contact in an entry level support position. Provide technical assistance and support for incoming inquires and issues related to computer systems, software, and/or hardware. Respond and perform troubleshooting through diagnostic techniques and pertinent questions via phone, email, walk-ins, remote sessions, and/or the IT support management application.

Essential Functions:

• Installs, administers and maintains all hardware (PC’s, laptops, thin clients, network devices) and software.
• Enforce security and anti-virus procedures for all Agency workstations as needed.
• Document and maintain related procedures, system policies, software configurations, user profiles, etc.
• Document and maintain incident logs (email, Internet, and web presence downtime; others as defined by supervisor).
• Recommends and schedules repairs.
• Maintain a current knowledge of new and existing technologies to ensure the Agency is utilizing lowest cost/most effective technologies.
• Develop and maintain a network of workstation hardware and software experts that can be utilized to problem solve, recommend new concepts and consult.
• Provide both on-site and on-line support to LSF users.
• Review, advise and concur in the acquisition of all related hardware and software.
• Develop (with Help Desk Supervisor) an implementation plan for all planned tasks under his area of responsibility.

Other Functions:

• Performs other similar or related duties as assigned.
• Physical Requirements:
• Sitting for extended periods of time (up to 8 hours/day) while working at a computer or answering phone calls.
• Occasional standing and walking to access equipment, printers, or assist with onsite support.
• Manual dexterity sufficient to operate a computer keyboard, mouse, phone, and other standard office equipment.
• Visual acuity to read computer screens, documentation, and technical manuals.
• Ability to lift and carry equipment (such as laptops, monitors, or small servers) weighing up to 50 pounds.
• Occasional bending, stooping, or crawling to access cables and hardware in confined or low-clearance areas.
• Hearing and speech ability to communicate effectively via phone, video call, and in-person.
• Minimal travel out of town (statewide) as needed, with or without notice.
• Must have reliable transportation, with liability insurance for business use of the vehicle.

Education:

• Associate’s degree in a related field or equivalent experience.
• A+, N+ and Microsoft Certified Professional + Internet (MCP+I) certifications or equivalent experience preferred.

Experience:

One to two years’ experience in administration of workstation support in a network environment.

Skills:

• Excellent oral and written communication skills.
• Excellent customer service skills
• Microsoft System Center
• Print Management
• Run diagnostic programs to resolve problems
• Walk customers through problem-solving processes
• Hardware and software analysis and problem resolution
• Customer service
• Basic understanding of Windows-based PC computing and troubleshooting
• Basic understanding of networking concepts
• Onboarding and offboarding of end-users
• Microsoft Office suites

Other:

Must demonstrate sensitivity to our service population’s cultural and socioeconomic characteristics and needs.

Principal Accountabilities:

• Reports to Help Desk Supervisor.
• Team player with co-workers and central Services office staff.
• Adherence to Agency policies and management practices.
• Effective staff management and leadership.

Why work for LSF?

LSF offers 60 programs across the state of Florida serving a wide range of populations in need. Mission Driven staff members become part of the LSF community while transforming the lives of those in need. Our staff additionally find growth opportunities as they explore areas of interest within the organization.

Amazing benefits package including:

• Medical, Dental and Vision
• Telehealth (24/7 online access to Doctors)
• Employee Assistance Program (EAP)
• Employer paid life insurance (1X salary)
• 13 paid holidays + 1 floating holiday
• Generous PTO policy (starting at 16 working days a year)
  • Note: Head Start employees paid time off and holiday schedule may differ
• 403(b) Retirement plan with 3% discretionary employer match OR 3% student loan repayment reimbursement
• Tuition reimbursement

LSF is proud to be an equal opportunity employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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