Service Desk Analyst II (Tier 2, Tier 3, Help Desk, Ticketing, Customer Service)

Samaritan's Purse Boone , NC 28607

Posted 2 weeks ago

Samaritan's Purse (SP) is a non-denominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. For over 40 years, Samaritan's Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine with the purpose of sharing God's love through His Son, Jesus Christ.

Opportunity Summary:

We have an incredible new opportunity for an experienced Service Desk Analyst II to join our internal Network and Systems Infrastructure team! This team is very technically forward leaning in both the cutting edge Global Communications and Network products and Systems used. As more Globalization occurs within our IT department pertaining to Systems, Networks, and Software used, this team and opportunity stand at the forefront of IT progress in the non-profit Christian IT arena. This Service Desk Analyst would provide Tier 2/3 level IT support to the Infrastructures teams both domestically and internationally. This position has Global impact on the Ministries ability to complete mission critical assignments in an IT support and troubleshooting capacity. Due to the use of numerous cutting edge Network/Systems and Communications tools, as well as the diversity in skill set required, the ideal candidate would be a very forward-leaning well rounded Service Tier 2 -3 level Analyst with a passion to learn the newest Systems and Applications, and apply Industry Leading ITIL and ITSM practices. If you are searching more than just a job, but a Career with a lasting impact, come see how we accomplish that!

  • Desired 2-3 years of experience in a Help Desk/Service Desk and/or Systems Administration role.

  • Support Tier 2-3 technical issues in person or by remote tools as needed and alerts management of recurring problems or patterns of problems.

  • Serves as the ticketing escalation point for possibly multiple Service Desk Analyst I employees.

  • Work to improve existing Service Desk processes by recommending possible changes and improvements to the existing Service Desk processes and procedures.

  • 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.

  • Determines user requirements, analyzes alternative solutions and recommends hardware and software solutions to improve efficiency and resolve business problems.

  • Creates documentation and procedures for specific tasks, such as installation of various software.

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

  • Function as both the Tier II and Tier III Service Desk Analyst depending on the situation, and escalates highly complex issues to the Lead Service Desk Analyst when necessary.

  • Maintains ITIL compliance for Service Desk systems and operations.

  • Follows ITSM framework and protocols. Analyzing, designing, documenting, testing, reporting, diagnosing and resolving advanced Service Desk troubleshooting issues.

  • Provides ongoing Service Desk support for field work both domestically and internationally when necessary.

  • Maintains availability to 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.

  • Follows policies and procedures of Samaritan's Purse as set forth in the Policy Manual. Attends daily morning devotions and participates in prayer support for the ministry, donors and volunteers.

  • International Travel may be required to support Affiliate Field Offices

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

Ministry Requirements:

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

  • Faithfully upholds the ministry in prayer.

  • Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ.

  • Consistently participates in daily staff devotions.

  • Demonstrate behavior aligned with Samaritan's Mission Statement, Statement of Faith, Hallmarks, policies, and expectations.

  • Effectively represents Jesus Christ to those within both personal and professional spheres of influence.

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

What We Offer:

  • Career with Impact!

  • Highly Competitive Medical, prescription, dental & vision insurance

  • Flexible Spending Account (FSA)

  • Long term and short term disability insurance

  • Term Life insurance

  • 401(k) retirement savings plan

  • Ten (10) paid holidays

  • Ten (10) or more days of vacation depending on years of service

  • Ten (10) sick/personal days

  • Staff discounts at retail stores and service providers in the Boone area and nationwide

Samaritan's Purse Distinct Objectives:

PROCLAIM THE GOSPEL - EXALT Christ and share the Gospel while working in His Name around the world

SERVE WITH EXCELLENCE - EXCEED the world's standard while serving the purposes of God's kingdom

RESPOND WITH COMPASSIONATE ACTION - EXPEDITE our response to needs as the Lord reveals opportunities to minister

DEMONSTRATE BIBLICAL INTEGRITY - EXHIBIT character and integrity personally, at home and work

WALK IN BOLD FAITH - EXPECT God to do the impossible


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Service Desk Analyst II (Tier 2, Tier 3, Help Desk, Ticketing, Customer Service)

Samaritan's Purse