Specialist, Senior Service Desk

The Board of Pensions of the Presbyterian Church (U.S.A.); Philadelphia (Philadelphia County); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Pension plan

403(b) plan

Paid time off

Job summary

The Board of Pensions of the Presbyterian Church (U.S.A.) seeks a Senior Service Desk Specialist to provide desktop and network support for staff in Philadelphia, with on-call pager duty and on-site coordination.

You will troubleshoot Windows 11, Office 365, AD/Entra, Intune, SCCM, and remote access tools, while documenting knowledge and assisting with onboarding, equipment, and meeting setup.

Qualifications

• Bachelor's degree required in IT or related field.
• Minimum of 4 years of hands-on Service Desk experience.
• Proficient in diagnosing issues with hardware, mobile devices, LANs, printers, and software including Windows 11, Office 365, OneDrive, LogMeIn Rescue, remote access, Zoom and Teams, Active Directory, Entra, Intune, and Salesforce.
• Experience deploying images and apps via SCCM and Intune.
• Knowledge management and ServiceNow self-service portal maintenance.
• Strong analytical and communication skills; ability to deliver excellent customer service.

Responsibilities

• Install, configure, and resolve IT issues for desktops, laptops, mobile devices, software, printers, and hardware.
• Provide user assistance for desktop, remote, and mobile access; manage requests in ServiceNow.
• Set up and support local/remote meetings, including laptops, projectors, and video conferencing tools.
• Maintain knowledge management system with procedures and support articles.
• Support onboarding/offboarding in Active Directory and Kastle access systems.
• Provide remote after-hours support as part of on-call rotation.

Skills

Customer service excellence

Communication skills

Teamwork

Problem solving

On-call readiness

Education

Bachelor's degree in information technology or related field

Tools

Microsoft Windows 11

Microsoft Office 365

OneDrive

LogMeIn Rescue

Remote access

Zoom

Teams

Active Directory

Microsoft Entra

Microsoft Intune

SCCM

Kastle

Salesforce

ServiceNow

pagerduty

Job description

The Role

The Senior Service Desk Specialist is responsible for providing computer and network support to Board of Pensions employees, and analyzes technology issues with a positive, problem solving, solution driven client focus. The Specialist supports the provisioning and coordination of network access and provides remote after-hours support via PagerDuty as part of an on-call rotation.

What You Will Do

• Install, configure, maintain, test, and resolve Information Technology related issues for desktop and laptop computers, mobile devices, software, printers, and associated hardware.
• Provide user assistance with desktop, remote, and mobile access and will monitor, track, assign, and complete incoming requests utilizing the IT Service Desk work order system ServiceNow, providing computer hardware, software, and network support, while determining priorities and analyzing technology trends.
• Provide technical support for local and remote meetings, including the setup of laptops, projectors, video conference cameras, and other hardware and software installation, and coordination of network access.
• Creates, supports, and maintains an up-to-date knowledge management system containing procedures, guidelines, documentation, and support articles.
• Supports the onboarding and offboarding processes of employees and contractors within Active Directory and managed building access through Kastle's management system.
• Provide remote after-hours support via PagerDuty as part of an on-call rotation.

What You Need To Succeed

• Bachelor's degree required, preferably in information technology or related field.
• A minimum of 4 years of recent demonstrated hands-on computer Service Desk experience.
• Proficiency in supporting and diagnosing technical issues with computer hardware, mobile devices, local area networks, network printing and related software, including Microsoft Windows 11, Microsoft Office 365, OneDrive, LogMeIn Rescue, remote access, virtual meeting platforms including Zoom and Teams, Active Directory, Microsoft Entra, Microsoft Intune, and Salesforce.
• The ability to manage and deploy images and applications to all Board user devices through Microsoft SCCM and Microsoft Intune.
• The ability to maintain Board equipment and Service Desk supply inventories in compliance with team procedures to ensure continued services, including researching Service Desk purchases, providing budget support, and minimizing the risk of loss or theft of equipment and supplies.
• The ability to create, support, and maintain an up-to-date knowledge management system containing procedures, guidelines, documentation, and support articles for our ServiceNow self-service portal.
• Excellent analytical and technical problem-solving ability, with attention to detail and accuracy.
• Excellent oral, written, and interpersonal communications skills.
• A demonstrated commitment to delivering exceptional customer service, with the ability to interact professionally and effectively with users at all organizational levels, including senior leadership and Board members.
• The ability to take initiative and proactively support and anticipate client needs.
• A strong sense of accountability, professionalism, and ownership in delivering reliable and timely technology support.
• The ability to work independently on multiple assignments, following each through to closure.
• an ability to work as part of a highly motivated and effective team.
• The ability to learn and understand the work of the Board's business units.
• The desire to stay current and maintain a level of expertise with technology advances in personal computer hardware and software via seminars, literature, and formal training.
• The ability to identify opportunities for process improvement that enhance Service Desk efficiency, user experience, and service delivery.
• An ability to work on-site Tuesday - Thursday at the 2000 Market Street office in Philadelphia.
• The flexibility and willingness to work in the office on designated remote workdays when required to support operational, business, and meeting-related activities.
• The ability to participate in an after-hours on-call support rotation, providing remote support through the PagerDuty application.

We Offer a Generous Benefits Package For Eligible Employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board's education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.