Position Summary

In this role, you will be responsible for providing technical support and assistance to the Sisters and associates, troubleshooting software and hardware problems, and ensuring timely resolution of IT issues.

Essential Functions, Key Duties, & Responsibilities

• Provide technical support and assistance to associates in person or via phone or email.
• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, thin clients, and mobile devices.
• Install, configure, and maintain software applications and operating systems.
• Provide support for audiovisual equipment and conferencing systems.
• Perform system administrative functions that include user accounts, permissions, and access rights additions, changes, and deletions.
• Collaborate with Franciscan IT team members to escalate and resolve complex technical issues.
• Travel to other communities as needed to support IT initiatives and infrastructure maintenance.
• Document and track IT support requests and resolutions using a ticketing system.
• Provide training and guidance to associates on IT-related topics.
• Able to provide support for security camera systems and phone systems.
• Maintain knowledge of current IT trends and technologies.
• Assist with IT projects and initiatives as assigned.
• Perform other duties as assigned.
• Comply with all policies and procedures and any updates.

Position Requirements

Education: Associates degree or higher in IT related discipline preferred.  Experience acceptable in lieu of certifications or degrees.

Licenses/Certifications:

Experience: 1+ years preferred

Skills & Abilities:

• Proven experience working in a help desk or technical support role.
• Knowledge of Windows operating system.
• Experience with troubleshooting hardware and software issues.
• Familiarity with network concepts, protocols, and security.
• Excellent communication and customer service skills.
• Ability to work independently and prioritize tasks effectively.
• Experience with the following systems is preferred: Outlook, Active Directory, Windows Server, Microsoft Office Suite, DNS, DHCP, basic LAN, ticketing system (ConnectWise), remote support tools

Travel: Limited travel to communities required