Onsite IT Service Desk Specialist

The Salvation Army USA Eastern Territory; Cleveland (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Benefits

Life Insurance

PTO – Vacation, Sick, Personal days

Retirement Plan 403(b)

Pension Plan

Professional Development

Federal holidays

Community service opportunities

Job summary

The Salvation Army USA Eastern Territory is seeking an IT Service Desk Technician to deliver first- and mid-level technical support for desktops, laptops, printers, and mobile devices across multiple sites. You will manage incidents, assist with access management, and help ensure secure, reliable access to Microsoft 365 services.

Ideal candidates have 3+ years in a help desk environment, strong troubleshooting skills, familiarity with ITIL practices, and a willingness to travel within the

Qualifications

• Associate's Degree in Information Technology, Computer Science, Information Systems, or equivalent combination of education, certifications, and relevant experience.
• Minimum three (3) years of experience providing technical support in a Help Desk, Service Desk, Desktop Support, MSP, or similar enterprise IT environment.
• Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint Online, and Exchange Online.
• Experience with identity and access management, multifactor authentication, endpoint security, and cybersecurity best practices.
• Experience utilizing ticketing and service management platforms for incident, request, escalation, and knowledge management activities.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to independently diagnose and resolve complex technical issues.
• Experience participating in technology deployments, system upgrades, software rollouts, testing activities, and enterprise technology projects.
• Experience supporting geographically dispersed or multi-site organizations while maintaining service level expectations.
• CompTIA A+, Network+, Security+, Microsoft, ITIL, or equivalent industry certifications preferred.
• Valid Driver's License and willingness to travel within assigned support areas.

Responsibilities

• Provide first-level and intermediate technical support for desktops, laptops, printers, mobile devices, and peripherals, including incident logging, triage, escalation, and resolution in alignment with ITIL Incident Management practices.
• Troubleshoot client-side network connectivity issues, support remote access solutions, and ensure access to approved systems and services including Microsoft 365, Outlook, Teams, OneDrive, SharePoint Online, and other enterprise applications.
• Process approved service requests including account provisioning, password resets, access management requests, software installations, mobile device support, website access requests, and authorized user configuration changes under ITIL Request Fulfillment procedures.
• Assist with identity and access management activities, multifactor authentication administration, account lifecycle support, endpoint compliance validation, and enforcement of organizational security standards.
• Install, configure, and support enterprise applications and software in compliance with organizational standards, cybersecurity requirements, and Change Management protocols.
• Perform advanced troubleshooting and diagnostic analysis prior to escalation to Infrastructure, Networking, Security, Application, or Vendor support teams.
• Serve as a Subject Matter Expert (SME) in designated technology areas, providing advanced support, guidance, and mentoring to peers and end users.
• Identify recurring issues and participate in Root Cause Analysis (RCA) and Problem Management activities to minimize incident recurrence and improve service delivery.
• Collaborate with Infrastructure, Networking, Security, Field Operations, Application Support, and third-party vendors to resolve complex technical issues affecting business operations.
• Develop and maintain technical knowledge articles, operational procedures, troubleshooting guides, support documentation, and training materials in support of Knowledge Management and Continual Service Improvement (CSI) initiatives.
• Provide end-user training and guidance on approved technologies, cybersecurity awareness practices, and organizational systems.
• Coordinate asset lifecycle activities including deployment, inventory validation, relocation, replacement, recovery, retirement, and disposition of organizational technology assets in accordance with organizational policies and standards.
• Participate in technology projects, workstation deployments, software rollouts, testing activities, pilot programs, system upgrades, and organizational technology initiatives.
• Assist with technology evaluations and provide recommendations regarding hardware, software, support processes, and service improvements.
• Coordinate with approved vendors and service providers during troubleshooting, support activities, equipment deployments, warranty support, and issue resolution efforts.
• Ensure compliance with organizational technology standards, software licensing requirements, cybersecurity policies, documentation standards, and applicable regulatory requirements during support activities.
• Maintain awareness of current technology trends, cybersecurity threats, service management developments, and industry best practices relevant to the role.
• Perform other duties as assigned by the Service Desk Supervisor or IT Leadership.

Skills

Customer service

Windows PCs

Macs

Microsoft 365

IAM

Endpoint security

Troubleshooting

ITIL

Multi-factor auth

Education

Associate's Degree in Information Technology

Tools

Microsoft 365

SharePoint Online

Outlook

Teams

Exchange Online

ITSM ticketing

Job description

The Salvation Army USA Eastern Territory is seeking an IT Service Desk Technician to deliver first- and mid-level technical support for desktops, laptops, printers, and mobile devices across multiple sites. You will manage incidents, assist with access management, and help ensure secure, reliable access to Microsoft 365 services.

Ideal candidates have 3+ years in a help desk environment, strong troubleshooting skills, familiarity with ITIL practices, and a willingness to travel within the