IT Help Desk Technician

Job Description
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.
Job Objective:
Under the supervision of the Director of Business Development Technology or Information Technology Manager responds to inquiries and requests for assistance with computer systems and approved technology. Identifies problems, troubleshoots, and provides advice to end-users. Coordinates with other information systems areas to resolve problems, as needed. Coordination of "Help Desk functions" by routing and supporting the technical questions that come up to the appropriate IS section of the ARCC IT department.
Essential Functions:

• Performs daily routine technical support for on-site and off-site computer (Some travel required)
• Assists with coordinating the deployment of hardware and software to remote ARC
• Assist local ARCommand users with basic technical problems, troubleshooting and repairs as necessary, along with making repairs to components and equipment (notebooks, desktops, laptops, printers, etc.)
• Manages and distributes inbound incidents coming by phone, email and web from remote Adult Rehabilitation Centers and Command users regarding information technology issues, ensuring courteous, timely and effective resolution.
• Responsible for the progress and follow up of all support incidents - Recording all incident information, including detail of incidents, user information, progress, etc.
• Escalate issues to higher level tech support staff, as
• Track and analyze trends in Help Desk requests and generate statistical - Prepare periodic summary of problem calls, which will be submitted to supervisor.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, user guides and FAQ lists for end
• Assist retail technology team with service installation of point-of-sale hardware software, as needed.

Additional Information
The requirements listed below are representative of the minimal knowledge, skills, and/or abilities required for this position.
Education:

• Bachelor's degree preferably with emphasis in computer science, information systems or 3 years equivalent work experience

Experience

• Deep-seated experience with MS Office 365 Suite
• Advanced knowledge of Windows Operating Systems and Windows based devices
• Advanced knowledge of Apple iOS and the Apple family of Mac devices
• Understanding of wired wireless networking - Prior experience troubleshooting wiring and cabling a plus.
• Advanced knowledge of computer hardware (desktops, laptops) printers, mobile devices,
• 2-3 years' installation and/or repair experience of computer hardware and software
• Supports the Mission of The Salvation Army and Adult Rehabilitation Centers

Skills/Abilities:

• Must have excellent phone demeanor and problem-solving skills
• Excellent verbal and written communication skills
• Ability to multi-task and prioritize accordingly
• Experience in training and supporting end users
• Highly responsible; able to respond quickly to customer and partner inquiries
• Must be able to solve a wide range of technical problems of diverse scope and moderate complexity, where analysis of data and/or situations require evaluation of both identifiable and unidentifiable factors.
• Critical thinking, excellent verbal communication skills, extreme attention to detail and diligent work ethic.
• Self - starter with the ability and desire to take initiative without constant need for significant manger oversight

All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission. I understand that as an employee of the TSA Adult Rehabilitation Center my behavior and discourse should support, not hinder the recovery program of the beneficiaries.