Job Summary:
The Catholic Archdiocese of Washington is committed to spreading the light of the Gospel of Jesus Christ, and they are seeking a customer-focused, tech-savvy Help Desk Technician to join their IT team. This role involves providing Level 1 and Level 2 technical support to approximately 200 users, resolving hardware, software, and network issues, and contributing to process improvements through automation and documentation.
Responsibilities:
• Provide Tier 1 and Tier 2 support to employees via phone, email, chat, and in-person channels.
• Troubleshoot and resolve issues related to desktop/laptop hardware, software, printers, VOIP telephone handsets, mobile devices, and network connectivity.
• Use help desk ticketing systems to track, prioritize, and document support requests.
• Configure and deploy devices, including imaging, user setup, and application installation.
• Create, update, and maintain technical documentation and user guides.
• Develop and update automation scripts for recurring tasks on Windows and macOS.
• Support Microsoft 365 collaboration tools, utilize Microsoft Active Directory / Entra, file storage systems, and Microsoft Office365 in daily support operations.
• Work with vendors to escalate and resolve complex technical issues.
• Participate in onboarding and offboarding processes for employees.
• Identify opportunities to improve workflows, support processes, and user experience.
Qualifications:
Required:
• Associate degree in a technical field or equivalent certifications.
• CompTIA A+ certification (or higher) may substitute for the degree requirement.
• 3 to 5 years of experience in a Help Desk or IT Support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
• Excellent communication, problem-solving, and organizational skills.
• Customer-first mindset with a desire to help and educate users.
• Experience using remote support tools for diagnosing and resolving technical issues.
• Strong written communication skills, including technical documentation.
• Excellent customer service and interpersonal skills.
• Ability to work independently and manage time effectively.
• Sensitivity to working in a Catholic ministry setting; commitment to respectful, mission-aligned service.
Preferred:
• Interest or foundational knowledge in networking, including wireless access points, firewalls, and switches.
• Use automation tools and develop/update scripts for Windows and macOS to streamline support tasks and improve system efficiency.
• Ability to travel between sites within the Archdiocese (reliable transportation required).
• Prior experience supporting technology in a school, parish, or nonprofit environment.
• Understanding of Catholic organizational structure and respect for the mission of the Church.
Company:
Catholic Schools Office, Roman Catholic Archdiocese of Washington oversees and supports Catholic schools and related educational programs. Founded in , the company is headquartered in Washington, USA, with a team of 1001-5000 employees. The company is currently Late Stage.