Tier II Support Technician

Salary:

$32.00 per hour Catholic Charities of Baltimore, Information Technology department is seeking a Tier II Support technician to play a vital role in supporting Catholic Charities' mission by ensuring staff have reliable, secure, and effective technology to serve individuals and families in need. This role focuses on troubleshooting complex desktop technology issues, supporting audio/visual systems, and serving as an escalation point for Tier I issues, while delivering excellent customer service. Regular travel to Agency sites for on-site support is required. The work schedule is Monday-Friday 8:30 AM - 4:30 PM.

JOB DUTIES & RESPONSIBILITIES

Desktop & End-User Support Provides Tier II desktop support for staff working in administrative, program, and service-delivery settings, ensuring timely resolution and minimal disruption to business operations. Troubleshoots and resolves hardware, software, and operating system issues with a focus on efficiency, user satisfaction, and a respectful, compassionate service approach. Serves as an escalation point for complex or unresolved Tier I support requests, maintaining accountability and prompt resolution of critical issues. Installs, configures, images, and deploys desktops, laptops, mobile devices, and peripherals, including printers, ensuring devices are secure, fully operational, and aligned with organizational standards. Supports Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint, to maximize productivity and collaboration outcomes. Provides Audio/Visual support to enable seamless meetings, presentations, and training. Assists staff with technology use in a way that supports productivity, accessibility, and dignity, while tracking issues and outcomes to inform continuous improvement. IT Operations & Systems Support Supports user account management and access provisioning, safeguarding compliance with security and confidentiality standards to protect sensitive client and organizational data. Assists with system maintenance, patching, and operational reliability, minimizing disruptions to client services and supporting business continuity. Troubleshoots network connectivity issues across offices, clinics, shelters, and service sites to maintain reliable and consistent operations. Enforces endpoint security and device compliance to protect sensitive client and meet organizational and regulatory requirements. Participates in workstation deployment, imaging, and lifecycle hardware projects to ensure devices are secure, fully operational, and aligned with IT standards. Assists with onboarding and offboarding of staff to ensure smooth transitions, uninterrupted access to systems, and continuity of services. Maintains accurate documentation of systems, assets, and procedures to support operational efficiency and knowledge management. Documents incidents, resolutions, assets, and IT procedures in the service ticketing system to ensure accountability and traceability. Coordinates with vendors and service providers to optimize technology support and deliver reliable, cost-effective solutions for the organization. Performs other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS

Associate's degree in information technology or related field. Two (2) years' experience in IT support, desktop support, or IT operations. Experienced in supporting Windows-based desktops, Microsoft 365, Active Directory, and multi-site IT environments, with endpoint management and cybersecurity best practices. Thorough understanding of networking fundamentals, including DNS, DHCP, and TCP/IP. Familiar with ITIL best practices and ticketing systems to maintain efficient and effective end-user support. Demonstrated commitment to customer service and collaborative problem-solving, with experience supporting nonprofit, healthcare, or human services organizations. An equivalent combination of education and experience may be considered.

Certification/Licensure:

Relevant certifications (CompTIA A+, Network+, Microsoft certifications.

REQUIRED SKILLS & ABILITIES

Demonstrates accountability by consistently being punctual and maintaining reliable attendance. Exhibits exceptional relational and customer service skills, building strong connections with end users through a respectful, patient, and compassionate approach. Apply critical thinking and problem-solving skills to navigate complex challenges, make informed decisions, and drive effective resolutions, while communicating clearly and maintaining attention to detail. Demonstrates excellent verbal and written communication skills, ensuring clear and effective exchanges. Requires proficiency in using computer systems and software to perform job function, including but not limited to, basic Windows PC, web browsing (i.e., Chrome, Internet Explorer, etc.), and Microsoft Outlook. Knowledge of other Microsoft Office applications, such as Word, Excel PowerPoint, Teams, and OneDrive.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Hybrid work options are available, contingent upon business needs and performance expectations in alignment with the Agency's policy. Flexibility may be required to work beyond standard hours for on-call support to ensure continuity of critical services, including weekends and holidays, as needed. Adjusting or moving objects up to 40 lbs. in all directions, which may include lifting, carrying, pushing, pulling, or repositioning items as necessary to perform job duties. Moving about to accomplish tasks or transitioning between different work sites, which may involve walking, standing, or traveling to various locations as required by the role. Engaging in communication with others to exchange information, which may involve speaking, listening, writing, or using electronic communication methods to ensure clear and effective understanding. Repetitive motions involving the wrists, hands, and/or fingers, including tasks such as typing, data entry, or handling small objects. These repetitive activities may occur throughout the workday and require attention to ergonomics to ensure comfort and minimize strain. Hearing and vision abilities, with or without correction, sufficient to drive safely and effectively observe and communicate with others. Driving (Agency and/or personal vehicle) is required for this position. Driver must be at least 21 years of age, with a minimum of 2 years of driving experience, and a valid driver's license issued by the state of residence. There can be no state issued restrictions on the licenses that would impede drivers' ability to operate the vehicle as required by the Agency, and there must not be more than three (3) points on their driving record. We offer a wide range of benefits to meet the ever-changing needs of our employees including but not limited to: Health/Dental/Vision Vacation/sick/holiday pay 403(b) Retirement Plan with a discretionary employer contribution Tuition Advancement Paid Parental Leave Join Catholic Charities of Baltimore where you will be an important member of a trauma-informed care organization that promotes a culture of safety, empowerment, healing, and self-care, and that believes that every person has infinite worth and promise. Catholic Charities is an equal opportunity employer Driver's License Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.