Position: IT Help Desk Specialist

FLSA: Exempt (not eligible for overtime)

Schedule: This full-time position will work onsite from the Augustine Institute headquarters in Florissant, MO.

Reporting to: IT Operations Manager

Position Summary

We are looking for a skilled IT Help Desk Specialist to join our team and provide technical support to our internal users. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and a customer-focused approach to resolving IT issues in a timely manner.

Our Technology team supports industry-leading solutions to help Catholics understand, live, and share their faith in engaging and enduring ways.  

*Specific duties are listed below but may not be all-inclusive.

• Respond to user inquiries, troubleshoot technical issues, and provide resolution or escalate problems as needed.
• Support end users with hardware, software, network, and application-related issues, both remotely and in-person.
• Manage and prioritize help desk tickets using a ticketing system, ensuring timely response and resolution according to service level agreements (SLAs).
• Document troubleshooting steps, resolutions, and user interactions accurately and thoroughly.
• Provide guidance and training to end users on IT tools, systems, and best practices to promote self-help and reduce recurring issues.
• Create and maintain user documentation, FAQs, and knowledge base articles to support user education and self-service options.
• Collaborate with IT teams and vendors to resolve complex technical issues and implement solutions to improve system performance and reliability.
• Escalate unresolved issues to appropriate teams or management for further investigation and resolution.
• Identify recurring issues, trends, and opportunities for process improvement within the help desk, contributing to a proactive and efficient support environment.
• Stay current with technology trends, updates, and best practices to enhance technical knowledge and skills.
• Other duties as assigned.

Qualifications 

• 2 years of experience in computer engineering, IT support, or related field.
• Bachelor’s degree or equivalent practical experience.

Necessary Knowledge, Skills and Abilities 

• Strong background in hardware support – including storage systems and network solutions.
• Willingness to serve and support customers at various technical skill levels.
• Ability to quickly respond to changes in business scenarios, projects and resources - adapting accordingly and positively.
• Proven past in technical and engineering project delivery.
• Exceptional attention to detail.
• Ability to effectively work in a team environment.
• Ability to effectively manage multiple priorities.
• Ability to consistently demonstrate the Augustine Institute’s core values including:
  • Humility – We serve the Augustine Institute Mission with humility and a service mind-set. 
  • Collaboration – We work together as a united Body of Christ.
  • Innovation – We encourage being creative and demonstrating a clever mindset.
  • Excellence – We strive in everything we do to win souls for Christ.

Physical Demands

While performing the duties of this job, the employee is regularly required to perform stooping, kneeling, crouching, reaching, standing, walking, lifting, typing and use of office equipment, talking, hearing, seeing, and repetitive motions.

Work Environment

While performing the duties of this job, the employee will typically work in a climate-controlled office setting.