Service Desk Technician

Job Description

Job Description

GENERAL PURPOSE OF JOB :

This is a non-exempt position reporting to the Service Desk Supervisor with responsibilities of providing technical support for users and systems (hardware and software) within the USE Territory.

A+ Certification or equivalent experience required.

Network+ Certification or equivalent experience required.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Individuals will be responsible for providing technical assistance and support to end-users, resolving IT issues, and ensuring the smooth operation of The Salvation Army IT systems.

This involves in-depth troubleshooting, analyzing system logs and utilizing advanced diagnostic tools. This position requires exceptional customer service, communication and organizational skills, a strong working knowledge of PC’s, Mac's, mobile devices, and related peripherals with keen attention to detail and the ability to prioritize responsibilities.

The responsibilities shall include, but not be limited to, the following :

1. Technical support of desktop and laptop computers, printers, peripheral support, network troubleshooting on the client side, Office365 client support, communications systems (e.

• g., content systems, MS Teams, Outlook email), installing and configuring approved applications and software. Additionally, processing supervisory approvals to modify Active Directory entries and user configurations, mobile device support, website access, facilitating and supporting client remote access;
• 2. Serve as a Subject Matter Expert, offering guidance and expertise to IT Colleagues;

3. Responsible for identifying the root cause of recurring or critical issues and implementing preventive

measures to minimize future occurrences;

4. Work closely with other IT teams, such as network administrators, system administrators, or software

developers, to resolve complex issues that require cross-functional collaboration;

5. Contribute to the knowledge base by creating and updating technical documentation, troubleshooting

guides, and FAQs;

6. Review hardware and software requirements of TSAE Users and make recommendations to the

Service Desk Supervisor;

7. The planning and execution of system upgrades, software deployments, or infrastructure changes. This

• includes testing, documentation, imaging, and providing support during the implementation process;
• 8. Staying updated with the latest technologies, industry trends and best practices;

9. Perform other duties as assigned

Company Description

The Salvation Army is the largest non-governmental provider of social services in America. Every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services.

We serve anyone in need who walks through the doors of one of our 7,500+ service centers in almost every ZIP code, regardless of their age, race, color, religion, gender expression, sexual orientation, marital status, disability, or citizenship.

In 2021, The Salvation Army was ranked second in The Chronicle of Philanthropy’s annual listing of America’s Favorite Charities.

Company Description

The Salvation Army is the largest non-governmental provider of social services in America. Every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services.

We serve anyone in need who walks through the doors of one of our 7,500+ service centers in almost every ZIP code, regardless of their age, race, color, religion, gender expression, sexual orientation, marital status, disability, or citizenship.

In 2021, The Salvation Army was ranked second in The Chronicle of Philanthropy’s annual listing of America’s Favorite Charities.