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.

The Service Desk Technician supports our Greater New York Division. Reporting to the I.T. Director, the Technician will be responsible for providing technical assistance and support for end-users and systems (hardware and software), resolving IT issues, and ensuring the smooth operation of The Salvation Army IT systems. This involves in-depth troubleshooting, analyzing system logs, and utilizing advanced diagnostic tools. 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.

This is an onsite position in NYC (14th Street), requiring approximately 35 hours of work per week and may be eligible for a hybrid work arrangement.

Responsibilities

• Technical support of desktop and laptop computers, printers, peripheral support, network troubleshooting on the client side, Office365 client support, communications systems (e.g., content systems, MS Teams, Outlook email), installing and configuring approved applications and software. Additionally, processing supervisory approvals to modify Active Directory entries and user configurations, mobile device support, website access, facilitating and supporting client remote access;
• Serve as a Subject Matter Expert, offering guidance and expertise to IT Colleagues;
• Responsible for identifying the root cause of recurring or critical issues and implementing preventive measures to minimize future occurrences;
• Work closely with other IT teams, such as network administrators, system administrators, or software developers, to resolve complex issues that require cross-functional collaboration;
• Contribute to the knowledge base by creating and updating technical documentation, troubleshooting guides, and FAQs;
• Review hardware and software requirements of TSAE Users and make recommendations to the Service Desk Supervisor;
• The planning and execution of system upgrades, software deployments, or infrastructure changes. This includes testing, documentation, imaging, and providing support during the implementation process;
• Staying updated with the latest technologies, industry trends and best practices;
• Perform other duties as assigned.

Qualifications

• Associate's Degree or equivalent from a two year college or technical school
• Two years of related experience (help desk support role).
• A Certification or equivalent experience required.
• Network Certification or equivalent experience required.
• Strong interpersonal skills and customer service skills.

What We Offer

• Generous Medical, Dental, Vision Benefits
• TSA paid Life Insurance for Employees
• Additional life insurance options for employees
• Paid Time Off – Vacation, Sick, Personal days
• 403(b) retirement savings plan
• Non-contributory Pension Plan
• Professional Development
• Education Assistance
• 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.