Job description

Position Title: Help Desk I

Supervisor: HR/IT Director

Salary Range: $19.68 - $23.62 - $27.56 Status: Non-Exempt

Primary Objective of Position
Responsible for providing initial support to staff and end users. Responsible to problem solve and escalate IT tickets and requests for support. Provide support for IT department. Contribute to a healthy, safe, and inclusive work environment for all and support the agency equal opportunity and inclusion efforts

Qualifications

• Two-year related technical degree or equivalent experience
• Minimum of 6 months of related experience
• Microsoft Office 365 experience
• Ability to diagnose and correct malfunctions in a timely manner; basic knowledge of WAN/LAN and desktop computing hardware
• Good customer service skills
• Good communication skills
• A calm and professional demeanor to interact with end-users at an end user level
• Ability to multi-task
• Troubleshooting skills
• Problem solving skills
• Good organization skills
• Project planning and prioritizing skills
• Attention to detail
• Ability to maintain confidentiality
• Microsoft Windows experience
• Understanding of Remote Access with VPN products and security preferred
• Experience with networking equipment, including printers, and scanners
• Ability to communicate effectively and work well with others in a team environment
• Ability to travel to all CMJTS sites as needed

Certifications Preferred

• Helpdesk
• MCP Desktop/Applications

Essential Functions

• Install, upgrade, and configure hardware and software
• Troubleshoot hardware and software issues
• Research and report system issues
• Respond to all user service requests as prioritized in IT ticket process
• Adhere to information systems procedures and policies when working with hardware and software issues
• Create and maintain user documentation
• Assist network administration, including controlling user access
• Maintain inventory in orderly fashion
• Install, configure, and troubleshoot printers, and copiers
• Support mobile device technology
• Support and monitor company-wide Acceptable Use Policy
• Support in install, upgrade, and maintenance of all company desktops
• Ensure the operation of and act as contact for office equipment, including: telephone systems, voicemail, e-mail, handheld devices, computer software and hardware, printers, MFD copiers, scanners, and projectors
• Document IT processes and procedures

Additional Responsibilities

• Attend staff meetings and seminars as requested
• Perform essential duties through a team format
• Practice quality improvement techniques in the delivery of services
• Perform other related duties as assigned

Work Environment
Work is performed in an office environment. The employee will be provided with all the necessary equipment needed to perform the required work. The employee will be required to travel to affiliated sites on a regular basis and a valid MN driver’s license is required. 10-22% travel is required in this position. The employee will regularly have contact with employees, and occasionally with the public. The employee will be expected to work with other employees to resolve issues, answer, and ask questions. The employee may, on occasion, be required to work extended hours to complete a project. This position requires the employee to work as part of a team.

CMJTS is an equal opportunity employer and service provider. CMJTS is committed to creating an environment of inclusion where everyone is valued and has a sense of belonging. We work to confront and eliminate the barriers racism has created, and to earn the trust of our community to create a

culture of accountability. We prioritize recruiting, hiring, training, compensation, promotion and retention practices that reflect the diversity of the communities we serve.

Physical Demands
The Help Desk I will regularly need to have the ability to sit, stand, and walk for extent of a work day. Occasionally will bend, stoop, kneel, reach, climb, and crouch. Have the ability to lift, push, pull, and carry up to 50 pounds. On occasion the position may require reaching above the shoulders and climbing on ladders.

This document is meant to inform candidates and employees of the primary qualifications and responsibilities of the IT Tech position. This job description is not an exhaustive list of all duties, responsibilities and requirements. Other functions may be assigned and management retains the right to add or change the duties as needed. CMJTS is an “at-will” employer; this document should not be construed as an offer of or a contract for employment.

Job Type: Part-time

Pay: $19.68 - $27.56 per hour

Benefits:

• Employee assistance program
• Paid time off
• Retirement plan

Experience level:

• Under 1 year

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Monticello, MN 55362: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Monticello, MN 55362

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