IT Service Desk Analyst I

Daystar is seeking an IT Service Desk Analyst I professional with a servant's heart to join our Information Technology team. This individual serves as a primary point of contact for employee technical support, responsible for resolving common Level 1 issues, maintaining accurate ticket documentation, supporting user accounts and devices, and escalating more advanced issues to the appropriate IT team. Must be a Christian committed to the Gospel of Jesus Christ.

Duties & Responsibilities


The ideal candidate is organized, dependable, resourceful, customer-focused, and able to communicate clearly with both technical and non-technical users. Travel between Daystar locations and occasional evening or weekend support will be required . Occasional overnight, weekend, and after-hours support will be required, especially during fundraiser events.

• Provide Level 1 technical support by phone, email, remote support, and in person.

• Troubleshoot common hardware, software, Microsoft 365, printing, mobile-device, and user-access issues.

• Own assigned tickets from initial contact through resolution or escalation.

• Document, categorize, prioritize, and update all requests in the ITSM system.

• Respond to tickets according to established SLAs and escalation procedures.

• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.

• Assist with Active Directory and Microsoft Entra ID tasks including password resets, account lockouts, group membership, and basic access requests.

• Manage Devices and Users in Intune

• Assist with employee onboarding, transfers, and offboarding.

• Configure, deploy, troubleshoot, and replace Windows and Apple computers and peripherals.

• Install approved software according to IT policies.

• Assist users with iPhones, iPads, Android devices, MFA, email, and approved applications.

• Install and troubleshoot printers, scanners, and common office technology.

• Maintain accurate IT asset and equipment records.

• Create and maintain Help Desk procedures and Knowledge Base articles.

• Identify recurring issues and recommend improvements to Help Desk processes.

• Escalate advanced issues to Systems, Security, Network, Applications, or other IT teams with complete troubleshooting documentation.

• Assist with IT deployments, upgrades, office moves, and other assigned projects.

• Participate in the Help Desk on-call rotation.

• Escalate issues to Management as needed.

• Work collaboratively within the IT Help Desk Team under the IT Help Desk Manager's leadership.

Required Qualifications

• Previous professional Help Desk, Service Desk, Desktop Support, or Technical Support experience.

• Experience supporting Windows 11 and Microsoft 365.

• Experience with Active Directory and familiarity with Microsoft Entra ID.

• Experience supporting computers, printers, mobile devices, and common office technology.

• Experience using an IT ticketing or ITSM system.

• Strong troubleshooting, documentation, communication, and customer-service skills.

• Ability to prioritize multiple requests and know when to escalate an issue.

• Ability to work independently and collaboratively within an IT team.

Preferred Qualifications

• CompTIA A+, Security+, or Microsoft certification
• Microsoft Intune certification or experience
• Microsoft 365 administration certification or experience
• macOS support experience
• Remote-support tool experience

Education

Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience and technical training.


PHYSICAL DEMANDS:

• Must be able to sit at workstation for extended periods of time • Requires normal range of hearing and vision
• Must be able to work shifts as scheduled.
• Must be able to work extended hours during special fundraisers, including the weekends and on call.