Service Desk Technician

Service Desk Technician

As a Service Desk Technician, you'll play a key role in keeping our team productive and empowered. You'll ensure that our technology runs smoothly so employees can focus on their work with confidence. In this role, you'll troubleshoot and resolve support requests within established SLAs, using a range of diagnostic tools and ticketing systems. You'll be the go-to expert for hands-on technical support, providing both remote and in-person assistance to deliver an exceptional end-user experience. This is an entirely remote role.

Key Accountabilities:

• Provide support to incoming requests via telephone, web portal, email and chat to ensure courteous, timely and effective issue resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes
• Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution
• Assist in software releases, rollouts, and installations according to change management best practices
• Hardware setups and configurations according to departmental and/or manufacturer specifications
• Create, modify and remove/disable accounts
• Escalate incidents with accurate documentation to suitable technician when required
• Identify common incidents and inform management to emerging trends in incidents
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase and training as needed
• Provide suggestions for continual improvement

Education and Experience Qualifications:

• Certificate from a recognized college or technical school.
• Must have ITIL Foundations and A+ Certification.
• Application support experience with Microsoft Productivity Suite.
• Three (3) to five (5) years' experience in relevant field. Strong knowledge of computer hardware and multifunction devices across both Windows 11 and macOS environments.
• Experienced in supporting Microsoft 365 productivity applications and using diagnostic utilities to troubleshoot issues.
• Expertise and strong skills with ServiceNow and O365 administration, Active Directory, and Azure AD.
• Solid understanding of core networking principles, including TCP/IP, VPN, DNS, and DHCP.
• Comfortable working within ITIL-aligned processes and applying ITIL best practices.
• Excellent written, verbal, and interpersonal communication skills, with strength in rapport building and active listening.

Compensation:

The target hiring range for this position is $60,715.20 to $75,920.00 with a maximum of $91,104.00. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. The Salvation Army will provide reasonable accommodation upon request. Please email View email address on click.appcast.io if you have a need for any accommodation and we will be pleased to discuss this with you.