Help Desk Technician - Archdiocese of Washington

The Catholic Archdiocese of Washington is committed to spreading the light of the Gospel of Jesus Christ. In support of this mission, we are seeking a customer-focused, tech-savvy Help Desk Specialist to join our IT team. In this role, you'll be the first line of support for end users, helping resolve hardware, software, and network issues across Windows, macOS, and mobile platforms. You'll also contribute to process improvement through scripting, automation tools, and documentation

This position provides Level 1 and Level 2 technical support to approximately 200 users across ten locations in the Washington, D.C. metropolitan area. The Help Desk Technician reports directly to the Executive Director of Information Technology and plays a vital role in ensuring IT systems operate smoothly and efficiently.

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.
• Configure and deploy devices, including imaging, user setup, and application installation.
• 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.
• Ability 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.
• Use automation tools and develop/update 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.

Work Environment and Physical Demands

• Office-based role requiring regular use of standard office equipment (computers, phones, copiers, etc.).
• Must be able to lift and carry desktop computers and printers up to 25 pounds.
• Reasonable accommodations will be made for individuals with disabilities.

Position Details

• Employment Type: Full-Time (40 hours per week)
• Travel: Occasional travel to affiliated sites and meetings within the Archdiocese.