The Salvation Army

  • IT Service Desk Analyst

    Job Locations US-NJ-Union
    Job ID
    2018-5336
    Category
    Information Technology
    Compensation Min
    USD $30,000.00/Yr.
    Compensation Max
    USD $40,000.00/Yr.
    Type
    Regular Full-Time
  • Overview

    The IT Service Desk Analyst will provide internal computer and phone support to employees and Officers in The Salvation Army New Jersey Division.

    Responsibilities

     

     

    Receives, logs and manages calls from employees and Officers via telephone, email and the Help Desk ticketing system 
    Takes ownership of user problems and aggressively pursues completion of tickets on behalf of the user

    Returns phones calls in accordance with the NJ Service Desk Service Level Agreement

    Tracks and informs users of progress in a timely manner

    Maintains a high degree of customer service for all Service Desk users

    Provides basic in-house training of email, MS Office, and Windows

    Basic Active Directory knowledge - Creating user accounts and resetting passwords

    Escalates unresolvable tickets as needed

    Assists with purchasing, and computer setups as needed

    Maintains the IT Asset Database and tracks changes 
    Arranges for external technical support when problems cannot be resolved in-house

    Additional duties as assigned

     

     

    Qualifications

    Position requires at least two years Help Desk or similar experience

    Good working knowledge of personal computers and peripherals in a Microsoft Office 365 environment

    Excellent communication and customer service skills

    Ability to work with minimal supervision

    Must be able to learn new skills from other IT staff

    IT Degree or Certificate such as MTA, A+, or IT experience (2 years or more) is preferred

    Lotus Notes experience is a plus

    MAC/Apple Experience is a plus 
    Bilingual English/Spanish speaking applicants are preferred

    Must be able to lift/move up to 50 lbs

    Must also be able to sit at a desk in an office environment for long periods

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