Service Desk Technician (Arc)

Overview

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

We are the largest non-governmental provider of social services in America and every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services.

This is a non-exempt position reporting to the Service Desk Supervisor with responsibilities of providing Level 1 technology systems support (hardware and software) for the USE Territory.

Responsibilities

This position requires exceptional customer service, communication and organizational skills, a strong working knowledge of PC's, Mac's, mobile devices and related peripherals with keen attention to detail and the ability to prioritize responsibilities. The responsibilities shall include, but not be limited to, the following:

Provides Level 1 technical support for customers at the Territorial Headquarters facility and the Eastern territory as needed. Level 1 support includes desktop, printer, peripheral support, network troubleshooting on the client side, Microsoft365 client support, communications systems (e.g., Content systems, MS Teams, email), installing and configuring approved applications and software. Additionally, processing supervisory approvals to modify Directory service system and user configurations, mobile device support, website access, facilitating and supporting client remote access. Candidates must possess a minimum of three years of hands-on experience with POS (Point of Sale) systems. This includes proficiency in managing, troubleshooting, and ensuring the smooth operation of POS software and hardware. Experience should cover a variety of systems, demonstrating a strong understanding of transactional processes and data security relevant to point of sale operations. The role requires effective problem-solving skills and the ability to provide support and training to users on POS functionalities. Knowledge of integrating POS systems with other technologies such as inventory management and customer relationship management platforms is also desirable. In addition to general Level 1 support, serve as the point of contact for desktop imaging, troubleshoot and resolve Notes and Outlook Client issues and provide Mac support. Deploys new computers and peripherals to users, installs and configures applications. Creates, manages, updates, and tests images required for the desktops and laptops in the USE service portfolio. Provides images to USE IT Commands as requested. Reviews the hardware and software requirements of Users and makes recommendations to the Service Desk Supervisor. Arranges with vendors to return damaged or incorrect equipment. Arranges warranty and out-of-warranty service as appropriate. Registers software as appropriate. Some travel may be required to the ARC sites. Occasional rotational after-hours/Saturdays, and or holidays support required. Performs other duties as assigned.

Qualifications

• A minimum of 5 years in the Information Technology Field

• Level 5: Associate's degree (A. A.) or equivalent from two-year college or technical school and twoyears of related experience; or equivalent combination of education and experience.- A+ Certification or equivalent experience required

• Network+ Certification or equivalent experience required.

What We Offer

• Generous Medical, Dental, Vision Benefits

• TSA paid Life Insurance for Employees

• Additional life insurance options for employees

• On-site cafeteria

• Paid Time Off - Vacation, Sick, Personal day

• 403(b) retirement savings plan

• Non-contributory Pension Plan

• Professional Development

• Education Assistance

• Free, on-site Fitness Center

• Federal holidays

• Opportunities to give back and support our communities

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability or protected veteran status.