IT Help Desk Technician (bilingual Eng-Span)

The IT Help Desk Technician serves as the frontline support for technical issues within the organization. They are responsible for troubleshooting and resolving a variety of IT-related problems, including software glitches, hardware malfunctions, network issues, Office 365 matters, and user errors. The IT Help Desk Technician provides in-person support to staff and via various communication channels such as virtual chat, phone and email.

The IT Help Desk Technician supports CLUES end users, under the direction of the IT Manager, and will assist in the design, development, and provision of training and technical assistance to further implement and enhance our organization-wide system efforts.

Department: Administration - Client Support, Facilities & IT

Reports to: IT Manager

Location: CLUES St. Paul, MN Office

Position Type: Regular

Schedule: Full-Time. Generally, Monday - Friday Office hours.

Estimated Pay: $21.25 to $25.00 (depending on experience & qualifications).

Benefits: Full benefits package available in accordance with current CLUES policies-includes: medical, dental, vision, critical illness, accident, and life insurance (with AD&D); long term and short-term disability; pre-paid legal services and ID theft protection; retirement plan; educational assistance; paid holidays; and paid time off.

• Provides onsite Service Desk and end user support for devices such as laptops, desktops, printers, label printers, and monitors as well as Windows 10/11 environment that uses Office 365. Installs and maintains printers, desktops, laptops, phones, and other hardware as necessary for new hires, desk transfers, or replacement of faulty/broken IT equipment.
• Speaks with users over the phone, in person or via online chat to understand and efficiently troubleshoot technical issues.
• Manages IT inventory including asset tracking, logging, and deployment of machines. Assists with defining IT supplies and hardware that may need to be ordered such as required including phones, desktops, laptops, printers, etc.
• Supports user operations and responds to Service Desk in a timely manner. Works directly with other resources and or third-party vendors to troubleshoot and escalate issues as necessary.
• Performs other duties/projects as needed such as the imaging, configuration, and deployment of computers and/or the refresh of existing computers by taking backups of data, upgrading systems as needed and installing new software or hardware solutions.
• Documents technical support procedures and maintains customer records. Creates documentation and technical artifacts as required in support of the technical environment, assigned projects and policies and procedures.
• Assists with the management of other IT security related issues within the scope of IT Services & Support.

• Support division leadership by working on cross-functional projects and other general administrative functions as needed.
• Support the research for projects' portfolio and track changes that may impact deliverables.
• Identify important data insights, generate, and deliver reports to key stakeholders.
• Assist with vendor response and service requests related to supply, IT, or other related services.
• Assist the department's leadership with daily office and related support activities.
• Work with program leadership to implement and enhance cloud-based software programs.

• Support programs' leaders by providing training and technical assistance that is linguistically and culturally appropriate to support their delivery of services.
• Provide support in multiple locations as directed.
• Must be willing to attend training to advance technical skills and maintain appropriate skill levels to perform job duties.
• Promote the mission, operating values, and agency services of CLUES within the community.
• Maintain client confidentiality in accordance with HIPAA, agency policies and other applicable laws, regulations and ethical standards.
• Carry out all other duties as assigned by supervisor.

• 
  This position has no supervisory responsibilities for other employees but may supervise IT related volunteers and interns.
  

• Associate degree in Information Technology, Computer Science, Networks or a related field, or equivalent education and work experience required.
• Minimum of 2+ years of experience with focus with Windows operating systems, computer repair, imaging, systems analysis, desktop support, deployment and troubleshooting in at least a 50+ staff company.
• Thorough knowledge of computer networking, workstation setup, printer configuration, standard desktop applications, and Cyber Security Awareness Training and risk assessment techniques and technologies.
• Technical expertise to support mobile devices and other organization's owned devices, troubleshoot printer issues, support users with VPN access, set up accounts in Active Directory, and use an incident ticketing system to manage tasks.
• Experience working with Active Directory, Barracuda backup and recovery, and computer imaging software, ideally Acronis, highly preferred. Experience with Office 365/Azure a plus.
• CompTIA (A+) or equivalent certification a plus.
• Must be able to work both independently and in a team, and have excellent verbal and written communication skills.
• Must have excellent attention-to-detail, be well organized, and capable of multi-tasking.
• Must be able to adapt and flex to changes, and learn quickly in a fast-paced environment.
• Demonstrated ability to follow documented processes required.
• Ability to connect and work collaboratively with internal and external customers from diverse backgrounds.

• Bilingual in Spanish & English, both verbally and in writing, required.
• Ability to read, analyze, and interpret written materials, including reports, contracts, and proposals.
• Ability to effectively present ideas and information in and organized and effective manner, including writing reports.
• Ability to maintain accurate documentation and respond appropriately to questions from clients, co-workers, management and external parties.

• Must have a reliable motor vehicle for independent transportation, valid driver's license, proof of automotive insurance, and maintain a good driving record. Must submit to and pass annual recertification of compliance with CLUES Automobile and Transportation Policy and driving record check.

• Must pass a criminal background check and driving record check. As a condition of continued employment, staff person may be required to submit to periodic re-verification of these background checks.

• Generally, works in a standard office environment. Must be able to use telephone and computer on a regular basis. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk and lift and/or move 20 to 35 pounds.
• Employee is regularly required to drive between multiple locations within the metropolitan area and work from different office sites in St. Paul and Minneapolis.
• Employee is required to have close visual acuity, view a computer screen for extended periods of time, maintain a static position, and do repetitive motions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Comunidades Latinas Unidas En Servicio (CLUES) is a non-profit leader in behavioral health and human services. The organization was founded in 1981 with a vision for improving the quality of life of the Latino population in Minnesota. Today, CLUES is Minnesota's largest Latino agency. Our mission is to advance social and economic equity and wellbeing for Latinos by building upon our strengths and cultures, uplifting our community, and activating leadership for systemic change. Although our services focus on the Latino family, our experience and capabilities enable us to serve individuals and families from all walks of life including new immigrants and low-income families who dream of a better future. Our programs and services encompass a holistic approach to addressing the complex and interrelated barriers our community faces, including programming that advances Community Wellness, Community Leadership, and Community Prosperity. Our services uphold and celebrate cultural richness and community assets as we connect individuals and families to resources, skills, institutions, and opportunities. We employ a diverse, multi-cultural staff to ensure our services are linguistically and culturally relevant.