WHO WE ARE

Volunteers of America Colorado is a nonprofit, faith-based organization dedicated to helping those in-need transform their lives. Through more than 50 distinct human service programs, Volunteers of America changes the lives of more than 140,000 vulnerable Coloradoans each year. VOA services include housing and emergency shelters, hunger and nutrition services, and many other community support programs. Our work touches the mind, body, heart and ultimately the spirit of those we serve. VOA integrates compassion with highly effective programs that build and strengthen communities.
** The Desktop Support Specialist will provide software and hardware support for issues experienced within the organization. This role includes educating users to minimize future problems and assisting in maintaining infrastructure. The Desktop Support Specialist will also provide administrative support to the IT team, ensuring it operates efficiently. Responsibilities include managing inventories, collaborating with vendors, invoice coding, purchasing, triaging, managing support tickets, and frequent coordination with other departments. As a key member of the it team, this position will follow established processes and documentation with a focus on continual process improvement.

MINIMUM QUALIFICATIONS OF POSITION:

• 1+ years of in-person, on-site customer service/helpdesk experience (not call center).
• Strong technical knowledge of desktop hardware and software.
• Basic knowledge of m365 and o3651.
• High school diploma or GED
  PREFERRED QUALIFICATIONS OF POSITION: Experience using Microsoft Excel for tracking information

KNOWLEDGE AND SKILLS:

• Knowledge of Windows OS
• Customer Service and Communication skills
• Must manage multiple tasks with frequent interruptions.
• Must be able to prioritize and use good judgment in decision-making and time management.
• Ability to identify needs, design upgrades, and implement innovative technology.
• Excellent written, oral, and interpersonal communication skills.
• Ability to quickly learn and apply new information.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to helpdesk tickets, walk-ins, phone calls, online chat, and other support requests, ensuring issues are resolved.
• Troubleshoot and resolve various user hardware and software problems.
• Handle onboarding and offboarding requests of user accounts using Microsoft 365, accurately inputting information and reporting results to relevant stakeholders.
• Research problems without documented solutions and document formulated solutions for implementation.
• Communicate regularly with employees to establish efficient procedures and ensure proper operation of IT systems and organization-supported software.
• Manage hardware and software inventories, including check-in and check-out of devices.
• Run diagnostic tests as part of the troubleshooting process.
• Configure, maintain, repair, and upgrade peripherals (e.g., printers, mobile devices, projectors, touch screen displays, video conference systems, smartphones, and multifunction printers/copiers).
• Assist and train staff members regarding copier operation and basic management, mobile devices, various applications, and other peripherals including fax machines.
• Run networking cables and terminate patch panels when needed.
• Assist in managing user-generated support tickets, communicating with users, and providing basic technical support services.
• Manage IT-related invoices, ensuring proper coding and charges.
• Contact IT-related vendors for account and billing issues.
• Manage the purchasing process.
• Assist in setting up basic audio-visual equipment configuration for special events.

SUPERVISORY RESPONSIBILITIES:

• None
  WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, and handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.