Help Desk Support Technician

Title: Helpdesk Support Technician

Employee Status: Full-Time Exempt

Salary Grade: 3

Starting range of $62,000 - $77,000

Reports to: Managing Director of Information Technology

Department: Information Technology

Location: St. Louis or Kansas City

Hybrid: In office: T/W | Remote: M/Th/F

Department Function: Supports all operations and ensures the highest level of quality in the day-to-day and strategic administration of IFF. Manages system controls and IT procedures.

The Organization

IFF is a mission-driven lender, real estate consultant, and developer that helps communities thrive. Key to our success has been a deep sense of purpose, a broad perspective, and a relentless focus on achieving positive results. Across the Midwest we help clients from every sector, including human service agencies, health centers, schools, affordable housing developers, and healthy food grocery operators. Staff contribute extensive business experience and an unrivaled connection to the mission of IFF to the clients we serve.

Equity, Diversity, and Inclusion

Partnering to create thriving communities is at the heart of everything we do. We leverage knowledge, capital, and resources to advance equitable and transformational outcomes in under-resourced communities, guided by our commitment to be an inclusive, anti-racist and anti-oppressive institution that honors communities as asset-rich and as experts in their own stories.

Basic Job Function

IFF is looking for candidates who are committed to our work and can demonstrate their creativity, diligence, enthusiasm, growth mindset, thoughtfulness, and passion for making meaningful change in the areas of economic and racial justice.

Core Responsibilities:

1. Onboard and offboard employees to technology systems, equipment, and IT user policies.

2. Responds to inquiries and requests for support from staff across all offices. Identifies, troubleshoots, and resolves hardware and software issues.

3. Image and re-image computers.

4. Supports staff’s ability to connect to office systems in the office and remotely.

5. Manages user accounts and permissions in Active Directory.

6. Act as eyes and hands for Sr. Security and Systems Engineers while in regional offices.

7. Supports the Microsoft Teams conferencing system.

8. Travel to southern and central region offices to provide user, desktop and network support as well as to collaborate with team in Chicago.

9. Demonstrates a commitment to equity, diversity, and inclusion. Promotes an environment of empathy and respect, ensures the inclusion of all team members, and will actively engage in EDI events and learning opportunities.

10. Demonstrates a commitment to equity, diversity, and inclusion. Promotes an environment of empathy and respect, ensures the inclusion of all team members, and will actively engage in EDI events and learning opportunities.

11. Perform other projects as assigned.

Additional Requirements: Regular travel throughout the Midwest region; occasional early start or extended hours and evening or weekend work.

Performance Measures:

1. Maintains a high level of customer satisfaction and communication across the organization; including response times within industry norms and computer-related troubleshooting is identified and corrected in a timely manner.

2. Has a strong understanding of Microsoft Teams workspace and videoconferencing system.

3. Ensure employee hardware assets are entered into asset management system.

4. Employees have proper permissions and access to business systems and software applications to perform their job duties.

5. Cultivates a culture of openness in information sharing. Encourages open communication, cooperation, and the sharing of knowledge.

6. Models personal accountability that promotes ownership and engagement.

7. Builds and maintains effective working relationships with colleagues, peers and team members.

8. Values and supports differences in others, contributing to an inclusive work environment. Demonstrates the ability and willingness to communicate effectively with people of diverse backgrounds and experiences to create a collaborative, collegial, and caring community.

9. High level of satisfaction with both internal colleagues and external contacts.

Position Qualifications:

Education: Two years or more of college-level coursework in computer science, computer information systems, networking, computer programming, or system analysis. Certification in CompTIA A+ or CompTIA Network+ is desirable. Bachelor’s degree preferred.

Previous Experience: One or more years of related experience in enterprise user support, preferably in the nonprofit or financial services sector.

Special Knowledge & Skills:

1. High level of organizational and detailed skills.

2. Great oral and written communication skills and ability to communicate with all levels of staff.

3. Ability to balance multiple tasks and respond quickly to developments.

4. Experience in Windows 11, Microsoft Office 365, Windows Virtual Desktop, Adobe Acrobat, and front-end experience supporting VOIP telephone systems.

5. Experience with videoconferencing and other related communication systems.

6. Ability to think creatively about problems.

Unusual Requirements: Ability to lift PC and server equipment and some overtime required.

Standard Benefits:

Medical, dental, and vision insurance

Paid time off

401(k) retirement plan with employer contribution

Life Insurance

Short and long term disability

Work-Life Balance Benefits:

Hybrid workplace

Summer Fridays

Employee Development Benefits:

Professional development stipend

Mentorship program

Miscellaneous:

Wellness programs

Employee assistance

Referral Bonuses

IFF does not offer the following:

• relocation package
• 100% remote
• provide sponsorship to applicants who require or will require a work permit.

Check off only some boxes in the requirements listed above. Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every qualification. So, if you're excited about this role, we encourage you to apply.

Application Instructions: Please visit the Careers section of our website to apply online.

IFF values equity, diversity, and inclusion as part of its mission to strengthen nonprofits and the communities they serve. IFF is an equal opportunity employer and is committed to building and maintaining a culturally diverse workplace that is free of discrimination and harassment of any kind. We encourage women, minorities, individuals with disabilities and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.