Senior Service Desk Technician – IT Support & Mentoring

The Salvation Army; Cincinnati (OH); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision Benefits

403(b) retirement savings plan

Non-contributory Pension Plan

Paid Time Off

Job summary

The Salvation Army in Cincinnati is seeking an experienced IT Help Desk Specialist to deliver end-user support across desktops, laptops, and mobile devices, ensuring reliable operation of the technology environment. You will resolve incidents, assist with network connectivity, and manage user accounts within a structured ITIL framework.

Ideal candidates have 3+ years of enterprise IT support, strong Microsoft 365 knowledge, and experience with identity management and security best practices.

Qualifications

• Associate's Degree in IT or equivalent with 3+ years in enterprise IT support.
• Experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online).
• Knowledge of identity and access management, MFA and endpoint security.

Responsibilities

• Provide proactive and incident-based user support for desktops, laptops, printers, and mobile devices.
• Troubleshoot network connectivity, remote access, and Microsoft 365 services.
• Handle account provisioning, password resets, and access requests per approved procedures.
• Diagnose complex issues across hardware, software, OS, and enterprise apps.
• Mentor Level 1 technicians and contribute to knowledge management and CSI.

Skills

Troubleshooting

Customer service

ITIL practices

Microsoft 365 knowledge

Team mentoring

Education

Associate's Degree in IT or related field

Tools

Microsoft 365/Exchange Online

Active Directory

IT ticketing systems

Networking basics

Job description

The Salvation Army in Cincinnati is seeking an experienced IT Help Desk Specialist to deliver end-user support across desktops, laptops, and mobile devices, ensuring reliable operation of the technology environment. You will resolve incidents, assist with network connectivity, and manage user accounts within a structured ITIL framework.

Ideal candidates have 3+ years of enterprise IT support, strong Microsoft 365 knowledge, and experience with identity management and security best practices.