Do you have at least 3 years providing IT support providing ticket troubleshooting using a Service Desk solution for tickets?

Welcome to Samaritas Nation!

Samaritas is a Michigan-based human service organization that connects people with families and communities, empowers them to live their fullest life possible, and creates a ripple effect of transformation. The reference to the work of the Good Samaritan in our name is especially fitting as it is consistent with our mission, values and the services our faith-based company provides.  

APPLY TODAY!     #BeTheRock, creating ripples of positive transformation in the lives of those we are entrusted to serve! 

This position has a pay rate range between $23.00 to $26.00/hour

Some of the benefits you may receive are:  

            Full Time/Part Time

• Competitive Medical, Dental, & Vision benefits, effective the first of the month following 30 days of employment
• Company paid Basic Life Insurance ($10,000 minimum for each full time and part time employee) 
• Company paid Short Term Disability accrual (Full time employees)
• Retirement Plan (403b) - Company matches on first 1.5% of gross income at 133% 
• Great Personal Time Off (PTO) accruals 
• Earned Sick Time
• Awesome Employee Discounts
• UKG Wallet - Pre-Pay Options
• Plus, many more benefits 

Provides Level 2 break-fix hardware and software support of desktops, laptops, printers and other peripheral end-user equipment in addition to resolving outstanding service desk tickets.

Duties and Responsibilities 

1. Provide Level 2 break/fix support and troubleshooting for hardware and software.
2. Install, configure and troubleshoot desktops, laptops, printers, scanners, video conferencing and other peripheral equipment.
3. Image desktops and laptops using Windows Deployment Services or other standard tools.
4. Create network print queues and setup new printers.
5. Answer end-user inquiries regarding software and hardware to resolve issues.
6. Provide end-user support for upgrades of desktops, laptops, applications and software.
7. Establish and maintain documented processes and procedures related to desktop support.
8. Monitor the service desk ticketing system and work on resolving and closing open tickets.
9. Work with team members, end-users and management to establish requirements for new systems, hardware and software or modifications to existing ones.
10. Research, evaluate and recommend new technologies to better existing solutions and to refine/streamline existing processes and procedures.

Job Qualifications

Education, Training, and Licensure/Certification

• Associate degree or Bachelor degree preferred with emphasis in Information Technology, Computer Science or Information Systems
• Certifications in PC Troubleshooting and Support preferred
• Certifications in Information Technology processes, procedures and best practices are a plus.

Experience

• Three years in computers and second-level troubleshooting and support.
• Windows XP, 7, 8 and Microsoft Office 2010, 2013
• Anti-virus (SOPHOS, McAfee or equivalent)
• Hardware/Software based Encryption solutions (SOPHOS, Norton or equivalent)
• Configuring network connections (LAN and WLAN) and printers on computers
• Active Directory, Exchange and Lync Administration with respect to adding new users and modifying permissions for existing users
• Experience working with a Service Desk solution for ticketing, escalations, service level agreements and other processes and procedures related to the Service Desk.

Additional Work Requirements

• Automobile travel required.
• Valid unrestricted driver's license with good driving record. Valid proof of automobile insurance.