IT Support Engineer
Archdiocese of Omaha Chancery - Omaha
Information Technology
Full-Time
POSITION TITLE: IT Support Engineer
DEPARTMENT: Information Technology
REPORTS TO: Information Technology Manager
EFFECTIVE DATE: May 8, 2024
CLASSIFICATION: Regular, Full-Time, Non-Exempt
HOURS PER WEEK: 40
POSITION SUMMARY
The primary duties of this position are to consult with users to resolve issues and requests routed to the IT support group and maintain and support IT systems and services. Analyze backend services and systems to maintain optimal availability and functionality. Provide response resolution to user concerns through a combination of customer service and technical skills both remotely and onsite. Maintain open communication with the ticket contact throughout the lifecycle of the ticket. Monitor the aging of support requests, resolve, and escalate as necessary to ensure issues are addressed within the service level agreement timeframes.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Resolution of IT related support requests.
• Monitoring and resolving IT related system and performance issues through standard analysis, techniques, and procedures.
• Consult with users to design, develop, plan, and execute the deployment of equipment, software, and IT systems/services.
• Analyze ticket portfolio and present periodic aging and trend reports to the IT Manager.
• Ensure ticket resolution meets the Service Level Agreement by resolving or escalating requests.
• Participate in manning after-hours support, providing coverage for critical issues.
• Develop and maintain process and procedure documentation.
• Protect organizational value by keeping information confidential.
• Accomplish organization goals by accepting ownership of tasks and requests; exploring opportunities to add value to job accomplishments.
• Maintain inventory of equipment and parts as well as documentation of configurations, standards, and vendor activities.
• Performs other duties as assigned.
NON-ESSENTIAL FUNCTION
• Contribute to the selection, installation, configuration, and testing of technology equipment.
• Contribute to IT policies and procedures.
EQUIPMENT AND TECHNOLOGIES OPERATED:
• Desktop and laptop computers
• Multi-Function Printers and Copiers
• Switches
• Firewalls
• Routers
• Servers
• Microsoft Azure
• Windows (10, 11 and 2016, 2019, 2022 Server)
• Druva
• Exchange (Office365 and on premise)
• Microsoft Office 365
• Patch Management
• VoIP Phone System
• Helpdesk Ticketing systems
• Citrix XenApp
• VCenter, VMware hosts and virtual servers
• IPv4 and v6
• Various SAAS Services
KNOWLEDGE, SKILLS, AND ABILITIES
• Desire and ability to update job knowledge by participating in educational opportunities and achieving required certifications.
• Intermediate level proficiency in Microsoft Office (Word, Excel, PowerPoint) and Microsoft Outlook.
• Knowledge of Windows 10/11 operating system.
• Knowledge of Apple IOS device configuration.
• Demonstrated problem solving skills.
• Organizational skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to comprehend and apply specialized terminology, systems, and procedures.
• Exceptional analytical skills.
• Ability to handle sensitive situations with discretion and confidentiality.
• High level of energy and enthusiasm; active listener; team player.
• Demonstrated customer service skills.
• Ability to multi-task.
• Ability to work on a team and coordinate work with staff at all levels in an organization.
• Proven ability to work independently and act as a self-starter.
• Experience with reading, analyzing, and creating descriptive technical writing and documenting policies and procedures.
EDUCATION AND EXPERIENCE
• Background in and/or knowledge of the Catholic Church with a demonstrated commitment to the mission and teachings of the Church
• Associate’s degree required. Computer science degree preferred.
• Bachelor’s degree in relevant field of study preferred.
• Minimum of two years’ relevant experience required.
• Microsoft MCSA Windows 10, Microsoft MCSA Server 2016, Network+ or ability to complete certification by essential timeframe preferred.
WORKING CONDITIONS: PHYSICAL REQUIREMENTS
• Routine office environment; ADA-accessible building.
TRAVEL REQUIREMENTS
• Travel within the Archdiocese of Omaha territory occasionally required.
ORGANIZATIONAL RESPONSIBILITY
Employees of the of the Archdiocese of Omaha will have knowledge of the Catholic faith, a willingness to work for a Catholic, faith-based organization and adhere to the policies of the Archdiocese of Omaha. Employees will not publicly oppose the teachings of the Catholic faith nor publicly advocate for any position in conflict with Catholic teaching, or the specific positions of the Archdiocese of Omaha or the United States Conference of Catholic Bishops. This requirement includes any public speech, demonstration or writing including the use of social media or other digital technologies.
DEPARTMENT: Information Technology
REPORTS TO: Information Technology Manager
EFFECTIVE DATE: May 8, 2024
CLASSIFICATION: Regular, Full-Time, Non-Exempt
HOURS PER WEEK: 40
POSITION SUMMARY
The primary duties of this position are to consult with users to resolve issues and requests routed to the IT support group and maintain and support IT systems and services. Analyze backend services and systems to maintain optimal availability and functionality. Provide response resolution to user concerns through a combination of customer service and technical skills both remotely and onsite. Maintain open communication with the ticket contact throughout the lifecycle of the ticket. Monitor the aging of support requests, resolve, and escalate as necessary to ensure issues are addressed within the service level agreement timeframes.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Resolution of IT related support requests.
• Monitoring and resolving IT related system and performance issues through standard analysis, techniques, and procedures.
• Consult with users to design, develop, plan, and execute the deployment of equipment, software, and IT systems/services.
• Analyze ticket portfolio and present periodic aging and trend reports to the IT Manager.
• Ensure ticket resolution meets the Service Level Agreement by resolving or escalating requests.
• Participate in manning after-hours support, providing coverage for critical issues.
• Develop and maintain process and procedure documentation.
• Protect organizational value by keeping information confidential.
• Accomplish organization goals by accepting ownership of tasks and requests; exploring opportunities to add value to job accomplishments.
• Maintain inventory of equipment and parts as well as documentation of configurations, standards, and vendor activities.
• Performs other duties as assigned.
NON-ESSENTIAL FUNCTION
• Contribute to the selection, installation, configuration, and testing of technology equipment.
• Contribute to IT policies and procedures.
EQUIPMENT AND TECHNOLOGIES OPERATED:
• Desktop and laptop computers
• Multi-Function Printers and Copiers
• Switches
• Firewalls
• Routers
• Servers
• Microsoft Azure
• Windows (10, 11 and 2016, 2019, 2022 Server)
• Druva
• Exchange (Office365 and on premise)
• Microsoft Office 365
• Patch Management
• VoIP Phone System
• Helpdesk Ticketing systems
• Citrix XenApp
• VCenter, VMware hosts and virtual servers
• IPv4 and v6
• Various SAAS Services
KNOWLEDGE, SKILLS, AND ABILITIES
• Desire and ability to update job knowledge by participating in educational opportunities and achieving required certifications.
• Intermediate level proficiency in Microsoft Office (Word, Excel, PowerPoint) and Microsoft Outlook.
• Knowledge of Windows 10/11 operating system.
• Knowledge of Apple IOS device configuration.
• Demonstrated problem solving skills.
• Organizational skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to comprehend and apply specialized terminology, systems, and procedures.
• Exceptional analytical skills.
• Ability to handle sensitive situations with discretion and confidentiality.
• High level of energy and enthusiasm; active listener; team player.
• Demonstrated customer service skills.
• Ability to multi-task.
• Ability to work on a team and coordinate work with staff at all levels in an organization.
• Proven ability to work independently and act as a self-starter.
• Experience with reading, analyzing, and creating descriptive technical writing and documenting policies and procedures.
EDUCATION AND EXPERIENCE
• Background in and/or knowledge of the Catholic Church with a demonstrated commitment to the mission and teachings of the Church
• Associate’s degree required. Computer science degree preferred.
• Bachelor’s degree in relevant field of study preferred.
• Minimum of two years’ relevant experience required.
• Microsoft MCSA Windows 10, Microsoft MCSA Server 2016, Network+ or ability to complete certification by essential timeframe preferred.
WORKING CONDITIONS: PHYSICAL REQUIREMENTS
• Routine office environment; ADA-accessible building.
TRAVEL REQUIREMENTS
• Travel within the Archdiocese of Omaha territory occasionally required.
ORGANIZATIONAL RESPONSIBILITY
Employees of the of the Archdiocese of Omaha will have knowledge of the Catholic faith, a willingness to work for a Catholic, faith-based organization and adhere to the policies of the Archdiocese of Omaha. Employees will not publicly oppose the teachings of the Catholic faith nor publicly advocate for any position in conflict with Catholic teaching, or the specific positions of the Archdiocese of Omaha or the United States Conference of Catholic Bishops. This requirement includes any public speech, demonstration or writing including the use of social media or other digital technologies.