Onsite IT Service Desk Technician

The Salvation Army; City of Syracuse (NY); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Pension plan

Paid time off

Professional development

Holidays

Life insurance

Community service

Job summary

The Salvation Army is seeking an IT Service Desk Technician to deliver frontline technical support for desktops, laptops, printers, and mobile devices onsite in Syracuse. You’ll resolve incidents, assist with user access, and support Microsoft 365 productivity tools across our organization.

The role emphasizes strong customer service, ITIL-aligned processes, and collaboration with multiple IT teams. Ideal candidates have an Associate’s degree in IT or equivalent and at least three years of

Qualifications

• Associate's degree or equivalent with IT focus.
• Minimum 3 years providing technical support in enterprise IT environments.
• Experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online, Exchange Online).
• Experience with identity and access management, MFA, and endpoint security.

Responsibilities

• Provide first- and mid-level technical support for desktops, laptops, printers, and mobile devices.
• Troubleshoot network connectivity and remote access; support enterprise apps like Microsoft 365 and SharePoint.
• Process service requests: account provisioning, password resets, access changes, software installs.
• Assist with IAM activities, MFA administration, and device compliance checks.
• Install and support enterprise apps per standards and security policies.
• Perform advanced troubleshooting before escalation to higher tiers.
• Act as SME and mentor peers across technology areas.
• Contribute to RCA and CSI initiatives to reduce incidents.
• Collaborate with vendors and internal teams to resolve issues.
• Create knowledge articles and training materials for knowledge management.
• Provide end-user training on approved technologies and cybersecurity best practices.

Skills

MS 365 administration

Windows/Mac troubleshooting

Identity and access management

ITIL incident management

Problem solving

End-user training

Education

Associate's Degree in IT or related field

Tools

Ticketing systems

Job description

The Salvation Army is seeking an IT Service Desk Technician to deliver frontline technical support for desktops, laptops, printers, and mobile devices onsite in Syracuse. You’ll resolve incidents, assist with user access, and support Microsoft 365 productivity tools across our organization.

The role emphasizes strong customer service, ITIL-aligned processes, and collaboration with multiple IT teams. Ideal candidates have an Associate’s degree in IT or equivalent and at least three years of