Helpdesk Technician

Helpdesk Technician

Thank you for your interest in working at Hope! You can download our application here. When complete please email it, along with your résumé, back to

We are an equal opportunity employer. We are dedicated to a policy of non-discrimination in employment on any basis protected by state or federal law, including race, color, age, sex, national origin, and disability.

Helpdesk Technician

(Non-exempt hourly position, 40 hours per week)

This position will be an essential part of the Information Technology Department at Hope Church with the overall responsibility for providing technical assistance and support related to computer systems, mobile devices, hardware, or software. Responds to support calls and questions, runs diagnostic programs, isolates and solves problems or escalates problems to other support staff.

Essential Duties & Responsibilities

  • Provide technical assistance and support for incoming questions and issues related to mobile devices, computer systems, software, and hardware.
  • Respond to support calls and questions either in person or over the phone.
  • Write technical support documentation as instructed.
  • Provide instruction to computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk computer users through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.

Other duties and resPonsibilities

  • Provide assistance to I.T./Network Manager to resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Provide assistance on special projects as instructed
  • Provide assistance with computer inventory management
  • Computer related Audio/Video Support

Education Requirements

  •  AS degree in Information Technology, Computer Science or equivalent

Skills & Experience

  • Basic Desktop and Mobile Computer Skill
  • Excellent Problem Solving Skills
  • Strong client-facing and communication skills
  • Customer service orientation
  • Working knowledge of Desktop and Mobile Operating Systems, (Microsoft, Apple, Android)
  • Working knowledge of computer peripherals, (e.g. printers).

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.