Desktop Support Technician

The mission of the Colorado Coalition for the Homeless is to work collaboratively toward the prevention of homelessness and the creation of lasting solutions for homeless and at-risk families, children, and individuals throughout Colorado. The Coalition advocates for and provides a continuum of housing and a variety of services to improve the health, well-being, and stability of those it serves.

Our Philosophy of Service: We believe all people have the right to adequate housing and health care. We work to remove the barriers that restrict access to these rights. Society benefits when adequate housing and health care are available to everyone. We create lasting solutions to homelessness by: 

·         Honoring the inherent dignity of those we serve, affirming their capabilities and fostering their hope that a better life is possible. 

·         Building strong, caring and trauma-informed communities through the integration of housing, health care and supportive services. 

·         Advocating for social and racial equity, inclusion and diversity, and challenging the status quo in partnership with our workforce members and those we serve. 

·         Achieving excellence through continuous quality assurance, innovation and professional development. 

·         Using resources judiciously and effectively.  

Position Summary This position provides technology support ends users across the Coalition. You will act as a lead user resource, whose responsibility entails set up and configuration of workstations and printers and providing support for computers and systems to CCH end users, with a focus on remote sites. The position will also maintain an understanding of various specialty and department requirements as it relates to CCH technology needs.

Duties/Responsibilities (Essential Functions)

· Supports all computer operations and use throughout the Coalition.

· Assists in the installation of new workstations, equipment set-up, and inventory.

· Provides direct support for Coalition staff for day-to-day computer needs.

· Delivers and supports hardware at offsite locations.

· Assists in the installation of networking cable and hardware.

· Answers incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems and triages appropriately.

· Ensure timely & accurate use of all company systems as required while maintaining complete up-to-date records and any future upgrades as directed.

· Performs other job duties as assigned.

Education, Experience and Job Competencies

· High school diploma or GED required.

· Associate's degree in computer science preferred.

· Minimum of 2 years’ experience in customer service experience required; preferably in a technical support environment.

· A+ Certification highly preferred.

· Intermediate to advanced skills utilizing office equipment and software such as, SharePoint, Outlook, Excel, PowerPoint, Word, etc., required.

· Basic knowledge of computer systems, including networking, servers, inventory and system maintenance.

· Collaborates cross-departmentally with Coalition staff to grow & contribute to the success of program objectives, culture, & a positive working environment.

· Ability to build and maintain internal and external relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments.

· Approaches tasks with thoroughness and consistency and holds value for precision and thoughtful review of work to ensure strong outcomes.

· Must be able to communicate information clearly and effectively through multiple mediums to diverse audiences.

· Must be able to remain calm, think clearly, and apply sound judgement in high-pressure situations.

· Must be able to access and interpret information from computer screens and printed materials.

· Must be able to manage multiple projects in a dynamic environment with respective stakeholders.

· Must be able to adhere to process protocol.

Department Overview & Requirements

Physical Demands and Working Conditions The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job with or reasonable accommodation and without posing a direct threat to safety or health of self or others. In compliance with the Americans with Disabilities Act, CCH provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Company.

Physical Demands

· Moves equipment weighing up to 50 pounds.

· Must be able to stand, sit, and walk though out operational work hours.

· Must be able to write, type and use telephones, cellphone and online phone.

· Valid driver’s license required.

Working Conditions

· Standard work schedule is Monday through Friday, from 8:00 AM - 5:00 PM with some evening and weekend shifts as required.

· Flexibility allowing for a hybrid work schedule as determined by business needs.

· Works primarily in a climate-controlled shared office and desk environment.

· Frequent interpersonal interaction, in addition to weekly meetings and trips out of the office.

· May be exposed to unpleasant odors, noxious fumes, excessive noise, and bugs/pests.

· May be exposed to direct and vicarious trauma including escalated behavior, substance use, death, and mental health disorders.

· Travel to other sites within Colorado may be required as business dictates.

· Business operations may continue in various weather conditions, including snow, extreme cold, hot, and other potentially severe conditions.

Employee Acknowledgement of Receipt of Job Description

This job description is intended to describe the general nature of the work performed. It is not intended to be a complete list of all responsibilities, duties and skills required for employees performing this job. Furthermore, this job description does not establish a contract of employment. Colorado Coalition for the Homeless (“CCH” or “Coalition”) may change job descriptions at any time, with or without notice, as service needs require.

CCH is committed to delivering services, making employment-related decisions, selecting volunteers and selecting vendors without regard to age over 40, race, sex, color, religion, creed, national origin, ancestry, disability, genetic information, marital status, sexual orientation, gender expression, pregnancy, health condition related to pregnancy, military status or any other applicable status protected by law.

The Colorado Coalition for the Homeless is committed to delivering services, making employment-related decisions, selecting volunteers, and selecting vendors without regard to age over 40, race, sex, color, religion, creed, national origin, ancestry, disability, genetic information, marital status, sexual orientation, gender identity, gender expression, pregnancy, medical condition related to pregnancy, military status, or any other applicable status protected by law.