Service Desk Analyst II

Service Desk Analyst II

Location: Boone, NC, United States

Job ID: 14709

Date Posted: May 21, 2024

Job Description

Get Involved!

Samaritan's Purse is seeking a Service Desk Analyst II to join our team in Boone, NC. You can be a part of a highly professional Information Technology team. As a Service Desk Analyst II you will deliver quality customer service to Samaritan's Purse IT customers domestic and internationally by providing support on any technology service or product that is available within the IT Service Catalog. You will respond to service desk requests (phone, email, and ticketing system, in person) at the Tier II and Tier I level, with professionalism and compassionate action that is representative of the ministry. Come and use your gifts daily to advance the Gospel!

A day in the life of a Service Desk Analyst II:

At Samaritan's Purse, the Gospel really is the center of all we do! We start each day with a time of devotions and spend time praying for each other, our staff and volunteers who serve around the globe.

In the role of Service Desk Analyst II you will have the opportunity to:

• Maintain your personal relationship with Jesus Christ and be an effective witness for Him

• Support technical issues in person or by remote tools as needed. Alert management of recurring problems or patterns

• Serve as the escalation point for multiple Service Desk Analyst I employees

• Improve existing Service Desk processes by recommending possible changes and improvements

• Log and track all Service Desk interactions into the Service Desk ticketing system

• Visit field office sites (domestic and international) on a periodic basis to ensure a high level of customer service and support

• Determine user requirements and analyze alternative solutions in regards to these user requirements

• Research and recommend new hardware and/or software solutions to improve efficiency and resolve business problems

• Handle moderately complex IT troubleshooting issues, which include working closely with hardware, software, and basic system issues

• Escalate advanced IT problems and tasks to the Service Desk Analyst III when necessary, which include IT infrastructure team questions and collaboration needs requested by IT system teams

• Create documentation and procedures for specific tasks, including installation of various software

• Proactively maintain user IT systems to ensure proper and secure functionality; analyze methods to improve efficiency, security, and customer experience

• Maintain ITIL compliance for Service Desk systems and operations

• Follow ITSM framework and protocols

• Analyze, design, document, test, report, diagnose, and resolve advanced Service Desk troubleshooting issues

• Provide ongoing Service Desk support for field work, both domestically and internationally, when necessary

• Provide on-call support, even after hours, as needed by management to fulfill the department Service Level Agreement and Internal Operating Procedures

• Provide excellent customer service for staff, vendors, and volunteers

• Follow policies and procedures of Samaritans Purse as set forth in the Policy Manual

• Attend daily morning devotions and participate in prayer support for the ministry, donors and volunteers

• Maintain a strong Christian witness to colleagues, vendors, charitable beneficiaries, and the general public

• All other duties as assigned

Check out why people love serving with Samaritan's Purse: