Helpdesk Technician I

Lighthouse Central Florida is a mission-driven, values-based organization providing an optimal blend of rehabilitation training services and real-world applications to help individuals of all ages, who live with any degree of vision loss to adjust to their reality with grace and confidence so they can remain active, productive members of our community.

We seek an Helpdesk Technician I who works closely with the IT Team to provide Help Desk support to Lighthouse Central Florida and Lighthouse Works end users. This role will administrate workstations, phones, and other IT systems at Lighthouse Central Florida and Lighthouse Works. The Helpdesk Tech will participate in and supports the values and mission of Lighthouse Central Florida and Lighthouse Works.

Job Requirements:

• Responsible for managing the lifecycle of a helpdesk ticket, ensuring the prompt resolution of issues and user satisfaction throughout the process
• Provide Help Desk support to end users, including support for hardware, printing, applications, and training/instruction
• Monitor multiple ticket queues and solve or assign tasks appropriately
• Log service requests into the designated Help Desk software application
• Handle unique situations and take the lead on urgent issues, acting as a technical lead and mentor to junior team members
• Assist with Account Lockouts and Password resets for various systems.
• Assist with the administration and maintenance of workstations, printers, and phones
• Perform technology troubleshooting, over the phone, and remotely with remote access software
• Contribute to and maintain system standards
• Responsible for maintaining logs and inventories of all software, licenses, hardware, and peripherals company-wide
• Ability to troubleshoot, diagnose and solve individual user technology problems independently, with minimal assistance
• Maintain an expert level of knowledge of certain products, technologies, tools, methodologies, and services used within the department
• Interface with other teams, vendors, and businesses as part of the service and support process
• Assist in providing training for coworkers
• Comply with agency policies and procedures, including the completion of required documentation and reports
• Perform other duties and responsibilities as assigned.

Qualifications

Education:

• High School Diploma and two plus years’ hands-on experience in an IT/Desktop support role.

Demonstrated Knowledge and Skills:

• Experience supporting Microsoft products, including current Windows client operating systems and programs, including Outlook, SharePoint, Teams, the System Center Suite, etc. Have a strong familiarity with PC Hardware, software, and peripherals in a Windows environment.
• Experience supporting a Contact Center environment is preferred.
• Experience using Atlassian products, including JIRA and Confluence.
• An individual with a helpful attitude who is confident and enjoys interacting with people
• Possess an basic level of understanding of TCP/IP Networking: LAN and WAN technologies
• Knowledge of the Microsoft Office Suite of programs
• Ability to prioritize tasks and manage time efficiently
• Ability to learn quickly and adapt to changing technologies and procedures
• Ability to work under pressure at busy times and multi-task
• Ability to meet any challenge while demonstrating excellent problem-solving and customer service skills
• Ability to solve a variety of complex problems and choose the best solution from several possible outcomes
• Self-starter with the ability to work unsupervised
• Excellent communication skills – verbal and written English
• Excellent organizational skills and attention to detail
• Experienced in critical thinking and problem-solving
• Demonstrated ability to professionally respond to stressful situations in a patient, friendly, and timely manner
• Ability to handle sensitive/confidential information with discretion
• Demonstrates highly-ethical behavior with professional maturity and judgment
• Ability to establish and maintain effective working relationships with coworkers, management, business professionals, civic organizations, and the general public 

• Capable of working with a variety of personalities and leadership styles

• Flexible with duties, workload, and schedule and accept and perform other duties as assigned

Physical Demands: 

• Extended periods at a keyboard or workstation
• Extended periods of listening, requiring the ability to perceive and discriminate sounds
• Frequent listening and talking with staff, visitors, or others
• Frequent typing
• Moderate noise environment

Requirements:

• Pass Level II (Federal) background check