Onsite IT Service Desk Tech — Windows & M365 Support

The Salvation Army; Cleveland (OH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Generous Medical, Dental, Vision

TSA paid Life Insurance

Paid Time Off – Vacation, Sick, etc.

403(b) retirement plan

Non-contributory Pension Plan

Professional Development

Job summary

The Salvation Army in Cleveland is seeking an IT Service Desk Technician to deliver client-focused technical support for desktops, laptops, printers, and mobile devices. You will log incidents, triage requests, and resolve issues in alignment with ITIL practices to maintain reliable services.

The role requires strong customer service skills and working knowledge of Windows PCs, Macs, Microsoft 365 apps, and device security. The position is onsite at roughly 35 hours per week.

Qualifications

• Associate's Degree or equivalent in IT/CS/IS.
• 3+ years in a Help Desk/Service Desk/Desktop Support role.
• Experience with Microsoft 365 technologies (Outlook, Teams, OneDrive, SharePoint Online, Exchange Online).
• Experience with identity and access management, MFA, endpoint security and cybersecurity best practices.
• Experience using ticketing/service management platforms.
• Strong troubleshooting, analytical and problem‑solving skills.
• Experience with deployments, upgrades, testing and enterprise projects.
• Experience supporting geographically dispersed multi-site organizations and SLAs.
• Certifications: CompTIA A+/Network+/Security+/Microsoft/ITIL preferred.
• Valid driver's license and willingness to travel within assigned areas.

Responsibilities

• Provide first-level and intermediate technical support for desktops, laptops, printers, mobile devices, and peripherals with ITIL-aligned incident handling.
• Troubleshoot client network connectivity, support remote access, and ensure access to Microsoft 365 and enterprise apps.
• Process service requests including account provisioning, password resets, and software installations under ITIL procedures.
• Assist with identity and access management and endpoint security activities.
• Install, configure and support enterprise applications per cybersecurity standards.
• Perform advanced troubleshooting before escalation to specialist teams.
• Serve as SME in designated tech areas and mentor peers.
• Identify recurring issues and participate in RCA/CSI activities to improve service.
• Collaborate with Infrastructure, Networking, Security, and vendors to resolve complex issues.
• Create and maintain knowledge articles, procedures, and training materials.
• Provide end-user training on approved technologies and cybersecurity awareness.
• Coordinate asset lifecycle activities and participate in deployments and upgrades.
• Support with vendor coordination during troubleshooting and deployments.
• Ensure compliance with licensing, security policies and regulatory requirements.

Skills

Troubleshooting

Analytical thinking

Problem solving

Identity and access management

Multifactor authentication

Endpoint security

ITIL

Ticketing systems

Technology deployments

Travel readiness

Education

Associate's Degree in IT/CS/IS or equivalent

Tools

Microsoft 365 Suite

Outlook

Teams

OneDrive

SharePoint Online

Exchange Online

Job description

The Salvation Army in Cleveland is seeking an IT Service Desk Technician to deliver client-focused technical support for desktops, laptops, printers, and mobile devices. You will log incidents, triage requests, and resolve issues in alignment with ITIL practices to maintain reliable services.

The role requires strong customer service skills and working knowledge of Windows PCs, Macs, Microsoft 365 apps, and device security. The position is onsite at roughly 35 hours per week.