Service Desk Technician SWO - The Salvation Army Eastern Territory

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

We are the largest non-governmental provider of social services in America and 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.

This Service Desk Technician 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 Eastern Territory.

This position, based at our Southwest Ohio and Northeast Kentucky Division office in Cincinnati, Ohio requires approximately 35 hours of work per week and is onsite.

The Service Desk Technician 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:

• 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;
• Serve as a Subject Matter Expert, offering guidance and expertise to IT Colleagues;
• Responsible for identifying the root cause of recurring or critical issues and implementing preventive measures to minimize future occurrences;
• Work closely with other IT teams, such as network administrators, system administrators, or software developers, to resolve complex issues that require cross-functional collaboration;
• Contribute to the knowledge base by creating and updating technical documentation, troubleshooting guides, and FAQs;
• Review hardware and software requirements of TSAE Users and make recommendations to the Service Desk Supervisor;
• The planning and execution of system upgrades, software deployments, or infrastructure changes. This includes testing, documentation, imaging, and providing support during the implementation process;
• Staying updated with the latest technologies, industry trends and best practices;
• Perform other duties as assigned.

• Associate's degree (A. A.) or equivalent from two-year college or technical school.
• A minimum of 2 years in the Information Technology Field.
• A+ Certification or equivalent experience required.
• Network+ Certification or equivalent experience required.

What We Offer

• Generous Medical, Dental, Vision Benefits
• TSA paid Life Insurance for Employees
• Additional life insurance options for employees
• Paid Time Off – Vacation, Sick, Personal day
• 403(b) retirement savings plan
• Non-contributory Pension Plan
• Professional Development
• Education Assistance
• Federal holidays
• Opportunities to give back and support our communities 

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability or protected veteran status.