Job Description

This position provides technical software, hardware, and network problem resolution for all Kripalu computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. He/she clearly communicates technical solutions in a user-friendly, professional manner; provides one-on-one end-user training; assists Network Administrator as needed and collaborates on more complex end-user problems with internal IT support staff. This position is also responsible for hardware/software inventory database maintenance, problem logging and resolution reporting.

 

ACCOUNTABILITIES

· Provides first-level contact and problem resolution for all users with hardware, software, and application problems. Resolves as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.

· Responsible for onboarding / offboarding tasks for employees across the organization. Including Hardware configuration and disposition.

· Provides accurate and timely logging of problems and resolutions for problems in the problem management software application.

· Escalate problems as appropriate following Help Desk procedures.

· Act as a liaison between customers and internal IT support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process.

· Maintain an ongoing well performing customer satisfying Information Technology environment for all Kripalu computer users.

· Meet regularly with the Director of IT to establish project and task priorities

· Handle Help Desk day-to-day problem determination/resolution while maintaining a reporting system of record.

· Work with Network Administrator to assist in any and all tasks in support of the Network Administrator.

· Contribute to overall IT team efforts in ensuring that Kripalu enjoys a superior Information Technology experience.

· Additional projects, tasks and assignments as directed by supervisor.

 

CORE COMPETENCIES

· Possesses strong core ethics, integrity, and values consistent with Kripalu’s organizational principles.

· Builds effective relationships, identifies internal and external customer expectations, sees issues from their point of view; offers practical, mutually beneficial recommendations, solutions, and ideas.

· Demonstrates the knowledge and abilities necessary to perform required job elements to established standards.

· Learns and adapts quickly in new situations resulting in successful performance.

· Accepts responsibility for own actions.

· Embraces experiences as learning opportunities.

ESSENTIAL SKILLS AND EXPERIENCE

· Associate’s degree or related certification.

· Experience with Windows 11, Windows 2012/16/19, Linux and Mac OS 13.x

· Microsoft Office 365 / Office 20016 experience.

· Office 365 Administration experience.

· Zoom Phone / IP Phone System Administration and Reporting

· Help Desk tracking software experience.

· Ability to manage and adjust multiple priorities in an environment of constant change.

· Excellent interpersonal and communications skills for effectively managing relationships with users, vendors, and co-workers.

· Eagerness to continuously learn new systems, technology, policies, and procedures.

 

VALUED BUT NOT ESSENTIAL SKILLS AND EXPERIENCE

· Ethernet network topology and wireless network administration.

· CAT5/6 wiring experience.

· Experience configuring and supporting network switches and firewalls.

· DHCP server and DNS server support experience and TCP/IP protocol familiarity.

· Experience with Active Directory, VOIP and virtual environments a plus

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