Onsite IT Service Desk Technician – End-User Support

The Salvation Army USA Eastern Territory; City of Syracuse (NY); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical/Dental/Vision

403(b) retirement savings plan

Pension Plan

Paid Time Off

Professional Development

Federal holidays

Community outreach

Job summary

The Salvation Army USA Eastern Territory in Syracuse, NY seeks an IT Service Desk Technician to provide frontline and intermediate support for desktops, laptops, printers, and mobile devices, ensuring reliable access to Microsoft 365 and enterprise apps.

The role emphasizes ITIL-aligned incident and request handling, strong communication, and onsite availability (about 35 hours/week). Experience with Windows and Mac platforms and security practices is expected.

Qualifications

• Three+ years of experience providing technical support in aService Desk/IT environment.
• Experience supporting Microsoft 365 including Outlook, Teams, OneDrive, SharePoint Online, Exchange Online.
• Experience with identity/access management, MFA, endpoint security, and cyber security best practices.
• Experience using ticketing/service management platforms for incidents and requests.
• Strong troubleshooting and problem-solving skills; able to diagnose complex issues.

Responsibilities

• Provide first- and intermediate-level support for desktops, laptops, printers, and mobile devices.
• Troubleshoot network connectivity issues and support remote access to enterprise apps.
• Process service requests: password resets, access changes, software installs, and configurations.
• Assist with access management, MFA, and endpoint security compliance.
• Install and support enterprise apps in line with standards and Change Management.
• Perform advanced troubleshooting before escalation to other teams.
• Act as SME and mentor peers; develop knowledge articles and guides.
• Coordinate asset lifecycle activities and participate in deployments and upgrades.

Skills

Help desk

Troubleshooting

Communication

ITIL knowledge

Education

Associate's Degree in Information Technology, Computer Science, Information Systems, or equivalent

Tools

Microsoft 365

SharePoint

Outlook

OneDrive

Teams

Windows

MacOS

Job description

The Salvation Army USA Eastern Territory in Syracuse, NY seeks an IT Service Desk Technician to provide frontline and intermediate support for desktops, laptops, printers, and mobile devices, ensuring reliable access to Microsoft 365 and enterprise apps.

The role emphasizes ITIL-aligned incident and request handling, strong communication, and onsite availability (about 35 hours/week). Experience with Windows and Mac platforms and security practices is expected.