What are the responsibilities and job description for the Service Desk Administrator position at The Navigators?
Primary Purpose
The Service Desk Administrator shall serve The Navigators and fulfill the responsibilities listed below in the spirit of The Navigators calling, values and purpose: To advance the Gospel of Jesus and His kingdom into the nations through spiritual generations of laborers living and discipling among the lost.
The Service Desk Administrator supports reliable IT operations by delivering exceptional customer service, and enabling staff to work effectively. This frontline position serves as the primary contact for IT support while contributing to strategic initiatives such as AI adoption, Enterprise Service Management (ESM), and ongoing service quality improvements.
Essential Functions
Customer Service & Technical Support 60%
Spiritual: Belief in and adherence to the Statement of Faith and Mission of The Navigators.
Experience: Two years of experience of IT support or helpdesk experience required. Strong troubleshooting and customer service experience required. Familiarity with IT Service Management (ITSM), ESM, or ITIL practices preferred.
Technical Knowledge & Skills: Proficient in Microsoft 365, Google Workspace, and common productivity applications required. Knowledge of HP and Apple hardware, Windows/macOS, and mobile devices required. Basic understanding of networking, endpoint security, and troubleshooting tools required. Ability to create and maintain documentation and user guides required.
Communication & Leadership: Excellent interpersonal and communication skills including verbal & written, to create understanding and build strong working relationships required. Ability to explain technical concepts clearly to non-technical staff.
Education: Associate degree in IT or a related field required. Bachelor’s degree preferred. Microsoft, Apple, CompTIA A , or ITTL/ESM certification preferred.
Salary: $19.27 - $30.15 per hour
Benefits: High-Deductible Health Plan: Medical, Dental, Vision, HSA, FSA, Life Insurance, Disability, EAP, 401a and 403b retirement options. Up to 15 paid holidays per year, accumulating PTO (vacation, sick, personal). For detailed information, visit navbenefits.org.
The Navigators is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. The Navigators does not discriminate based on race, color, national origin, sex, age, disability, veteran status, or any other status protected by law or regulation.
The Service Desk Administrator shall serve The Navigators and fulfill the responsibilities listed below in the spirit of The Navigators calling, values and purpose: To advance the Gospel of Jesus and His kingdom into the nations through spiritual generations of laborers living and discipling among the lost.
The Service Desk Administrator supports reliable IT operations by delivering exceptional customer service, and enabling staff to work effectively. This frontline position serves as the primary contact for IT support while contributing to strategic initiatives such as AI adoption, Enterprise Service Management (ESM), and ongoing service quality improvements.
Essential Functions
Customer Service & Technical Support 60%
- Serve as the first point of contact for IT support via phone, in-person, email, or remote session.
- Troubleshoot and resolve issues with hardware, software, peripherals, and meeting room technology.
- Maintain professionalism and achieve a 95% customer satisfaction rate.
- Record incidents and resolutions in the ticketing system and perform preventative maintenance.
- Provide clear, courteous communication and timely follow-up on all requests.
- Manage setup, distribution, and maintenance of technology equipment.
- Maintain knowledge base articles and staff-facing guides.
- Participate in the on-call rotation for after-hours support.
- Assist with vendor coordination, equipment procurement, and software rollouts.
- Provide at-desk user support.
- Support meting rooms (tech checks and live meetings).
- Participate in on-call rotation as needed.
- Provide on-site support at International Office, Glen Eyrie, and Eagle Lake Camp as needed.
- Deliver technology training sessions and promote consistent use of centralized tools.
- Collaborate with IT and cross-functional teams on projects and process improvements.
- Participate in organizational development, cultural, and spiritual growth activities aligned with The Navigators’ values.
- Identify and document AI use cases from daily operations.
- Support staff training, setup, and communication for AI tools and Copilot agents.
- Contribute to the internal AI hub by sharing resources and best practices.
- Support departments in implementing and maintaining ESM processes.
- Maintain standardized service catalog entries and assist with cross-department workflows.
- Participate in system audits and recommend process efficiencies.
- Analyze ticket data to identify recurring issues and propose improvements.
- Assist with AI-assisted triage and escalation procedures.
- Maintain response templates and conduct proactive follow-ups.
- Participate in quarterly training and team development activities.
- Participate in Navigators’ on-site learning and development events, Cultural Development and Diversity trainings, or other non-Navigator developmental events as appropriate.
- Participate in annual processes, such as the organizational Plan and Progress Review (PPR), Engagement Survey, Reaffirmation of the Navigators Code of Conduct, Calling-Core Values-Vision, Statement of Faith, Driver’s Authorization, and other releases as required.
- Submit time worked on a weekly basis through the Workday Time Tracking system.
- Other job-related duties as assigned.
- Customer service
- Ability to troubleshoot
- Ability to manage the Service Desk when required.
Spiritual: Belief in and adherence to the Statement of Faith and Mission of The Navigators.
Experience: Two years of experience of IT support or helpdesk experience required. Strong troubleshooting and customer service experience required. Familiarity with IT Service Management (ITSM), ESM, or ITIL practices preferred.
Technical Knowledge & Skills: Proficient in Microsoft 365, Google Workspace, and common productivity applications required. Knowledge of HP and Apple hardware, Windows/macOS, and mobile devices required. Basic understanding of networking, endpoint security, and troubleshooting tools required. Ability to create and maintain documentation and user guides required.
Communication & Leadership: Excellent interpersonal and communication skills including verbal & written, to create understanding and build strong working relationships required. Ability to explain technical concepts clearly to non-technical staff.
Education: Associate degree in IT or a related field required. Bachelor’s degree preferred. Microsoft, Apple, CompTIA A , or ITTL/ESM certification preferred.
Salary: $19.27 - $30.15 per hour
Benefits: High-Deductible Health Plan: Medical, Dental, Vision, HSA, FSA, Life Insurance, Disability, EAP, 401a and 403b retirement options. Up to 15 paid holidays per year, accumulating PTO (vacation, sick, personal). For detailed information, visit navbenefits.org.
The Navigators is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. The Navigators does not discriminate based on race, color, national origin, sex, age, disability, veteran status, or any other status protected by law or regulation.
Salary : $19 - $30