Senior Service Desk Technician (Onsite) - IT Support

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

Benefits offered by this job

Medical, dental, and vision benefits

Life insurance for employees

Additional life insurance options

Job summary

The Salvation Army USA Eastern Territory is seeking a mid-level IT Help Desk professional to provide second and third line support onsite in Cincinnati. You will troubleshoot desktops, software, and network issues, mentor Level 1 staff, and collaborate with Infrastructure, Security, and Apps teams.

Responsibilities include incident management, deployments, and knowledge management; you will work ~35 hours/week onsite and support Microsoft 365 services while upholding security standards.

Qualifications

• Associate’s degree in IT, CS, IS, or equivalent.
• Minimum 3 years in a Help Desk/Service Desk/Desktop Support environment.
• Experience with Microsoft 365: Outlook, Teams, OneDrive, SharePoint Online, Exchange Online.
• Experience with identity and access management, MFA, endpoint security, cybersecurity best practices.
• Experience using ticketing/service management platforms (incident, request, escalation, problem, knowledge).
• Strong troubleshooting, analytical and problem-solving skills.
• Experience in deployments, upgrades, software rollouts, testing, and projects.
• Experience installing/testing/maintaining structured cabling (Ethernet, fiber).
• CompTIA A+/Network+/Microsoft ITIL certifications preferred.
• Valid driver’s license and willingness to travel.

Responsibilities

• Provide technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Triage and resolve client issues; log incidents and escalate as needed.
• Process service requests: provisioning, password resets, access, software installs.
• Diagnose and resolve complex technical issues across hardware, OS, and network.
• Perform advanced troubleshooting before escalation to other teams.
• Support IAM activities, MFA, endpoint security, and security standards.
• Mentor Level 1 technicians and share troubleshooting techniques.
• Contribute to RCA and problem management to reduce issues.
• Assist in deployment, configuration, testing, and support of tech solutions.
• Participate in technology projects and workstation deployments.
• Create and maintain knowledge articles and procedures for CSI.
• Coordinate with infrastructure, networking, security, apps teams and vendors.
• Perform fieldwork at Salvation Army locations in the Territory.
• Install, test, and troubleshoot cabling; manage asset lifecycle.
• Train end-users on approved technologies and cybersecurity best practices.
• Ensure compliance with licensing and security policies.
• Stay aware of tech trends and service management practices.
• Perform other duties as assigned.

Skills

Troubleshooting

Customer service

Analytical thinking

Ticketing experience

Mentoring

Education

Associate’s degree in IT or related field

Tools

Microsoft 365

ITIL

Certifications preferred

Job description

The Salvation Army USA Eastern Territory is seeking a mid-level IT Help Desk professional to provide second and third line support onsite in Cincinnati. You will troubleshoot desktops, software, and network issues, mentor Level 1 staff, and collaborate with Infrastructure, Security, and Apps teams.

Responsibilities include incident management, deployments, and knowledge management; you will work ~35 hours/week onsite and support Microsoft 365 services while upholding security standards.