Help Desk Technician - Archdiocese of Washington

Key Responsibilities

• Provide Tier 1 and Tier 2 support to employees via phone, email, chat, and in-person channels.
• Troubleshoot and resolve issues related to desktop/laptop hardware, software, printers, VOIP telephone handsets, mobile devices, and network connectivity.
• Use help desk ticketing systems to track, prioritize, and document support requests.
• Create, update, and maintain technical documentation and user guides.
• Develop and update automation scripts for recurring tasks on Windows and macOS.
• Support Microsoft 365 collaboration tools, utilize Microsoft Active Directory / Entra, file storage systems, and Microsoft Office365 in daily support operations.
• Work with vendors to escalate and resolve complex technical issues.
• Participate in onboarding and offboarding processes for employees.
• Identify opportunities to improve workflows, support processes, and user experience.

Required Qualifications

• Education and Certifications: Associate degree in a technical field or equivalent certifications. CompTIA A+ certification (or higher) may substitute for the degree requirement.
• Experience: 3 to 5 years of experience in a Help Desk or IT Support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
• Excellent communication, problem-solving, and organizational skills.
• Customer-first mindset with a desire to help and educate users.
• Experience using remote support tools for diagnosing and resolving technical issues.

Skills And Attributes

• Strong written communication skills, including technical documentation.
• Excellent customer service and interpersonal skills.
• Able to work independently and manage time effectively.
• Sensitivity to working in a Catholic ministry setting; commitment to respectful, mission-aligned service.

Preferred Qualifications

• Interest or foundational knowledge in networking, including wireless access points, firewalls, and switches.
• Experience using automation tools and developing/updating scripts for Windows and macOS to streamline support tasks and improve system efficiency.
• Ability to travel between sites within the Archdiocese (reliable transportation required).
• Prior experience supporting technology in a school, parish, or nonprofit environment.
• Understanding of Catholic organizational structure and respect for the mission of the Church.