Help Desk Support Specialist

As Help Desk Support Specialist, you will serve as a member of the IISTL IT Department. You will interact with our on-site and remote staff and supporting their needs. You will also provide desktop support and technology coordination, including hardware, new workstation setup, printer, phone, audiovisual and other technology equipment setup and repair. In addition, you will assist with the website maintenance and tracking activity.

Join our team of dedicated professionals who are committed to excellence and integrity in all that we do. Take the next step in your career and apply today. You can get great benefits such as medical, dental, vision, and life insurance; including flexible spending account, PTO, retirement benefit, paid holidays - including 3 floating holidays, and paid parental leave.

Are you ready to embark on this rewarding journey? Apply now!

Duties/Responsibilities

• Act as the first point of contact for troubleshooting and resolving technical issues reported by end users
• Diagnose and resolve software, hardware, networking, printer, and peripheral equipment issues
• Install, configure, troubleshoot and upgrade computer hardware, software, and peripheral components
• Provide technical support through phone, email, remote assistance, and in-person
• Create and maintain technical documentation for internal use
• Conduct routine maintenance, backup, and performance tuning tasks
• Assist in planning and implementation of new technology solutions
• Setup new users' accounts, profiles and access permissions in Windows and Penelope
• Maintain accurate IT asset inventory records
• Reset user passwords and manage user access in organizational database such as Penelope
• Create and edit documents/records in the Penelope software system
• Add or remove authorized programs and services in the Penelope environment
• Serve as a full backup for the IT Manager, handling their responsibilities in their absence
• Performs other duties as assigned.

Required Skills/Abilities

• Keen ability to troubleshoot IT issues and dedication follow an issue all the way to resolution
• Excellent written and verbal communication with team members and partners
• A willingness and commitment to learn new things and grow new skill sets
• Strong understanding of hardware, software, and network troubleshooting
• Experience with remote management of staff computers and servers
• Ability to prioritize, effectively manage multiple projects concurrently, and meet deadlines.
• Ability to work independently and as part of a team as necessary
• Ability to maintain confidentiality of organization's information
• Ability to work productively in a multicultural environment and demonstrate respect for differences.
• Experience with Microsoft Word, Microsoft Outlook and Microsoft
• Have a cooperative, friendly, and helpful attitude with clients and co-workers. Ability to work closely with other employees to ensure a positive, constructive environment within the program or department and throughout the agency.
• Ability and willingness to go on trips to other branches of IISTL for their IT needs, e.g. Springfield and Kansas City, MO.

Preferred Skills:

• Experience with virtualization, cloud technologies and mobile devices
• Knowledge of IT security principles and best practices
• Background in IT training/technical writing
• Familiarity with Active Directory, Microsoft 365, and basic understanding of databases

Physical Requirements

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
• Frequent keyboard use/data entry.
• Occasional bending, stooping, kneeling, squatting, twisting and gripping.
• Rare climbing.

Education and Experience

• High school or equivalent
• Windows: 1 year (Preferred)
• Active Directory: 1 year (Preferred)
• Help Desk experience/Customer support: 3 years (Preferred)

JOIN US!

Get ready to make a difference in the lives of refugees every day! If you believe that this position matches your requirements, applying for it is a breeze. To apply through our website or to view other job openings, visit

INTERNATIONAL INSTITUTE OF ST LOUIS: OUR STORY

The International Institute of St. Louis, a nonprofit organization, is our community's immigrant service and information hub. Our programs and services for immigrants, their families, and the wider community are locally and nationally acclaimed. We connect new arrivals with services and resources, engage foreign-born and the wider community, and build a more inclusive community.

Our Philosophy of Service: We SERVE with integrity, empathy, and respect. We are ACCOUNTABLE to our clients, our community, and ourselves. We CULTIVATE our clients' dignity through choice. We support all aspects of immigrant and refugee journeys from ARRIVING to THRIVING.

The above statements describe the job's essential responsibilities and requirements. This is not an exhaustive list of the duties that may be assigned to job incumbents.

Candidates of diverse backgrounds are strongly encouraged to apply.

EEO/AA