IT Support Specialist

1 week ago


Portland, Maine, United States The Salvation Army Full time
Position Overview

The Salvation Army is a global organization that serves as an evangelical segment of the universal Christian Church, driven by the teachings of the Bible and motivated by divine love.

Our mission is to spread the gospel of Jesus Christ while addressing human needs in His name, without any form of discrimination.


As the largest non-governmental provider of social services in the United States, we assist over 30 million individuals annually in overcoming challenges such as poverty, homelessness, addiction, and economic hardship through a diverse array of programs and services.


This non-exempt role reports directly to the Service Desk Supervisor and entails providing technical support for users and systems (both hardware and software) within the designated territory.


The position of Service Desk Technician, based in the Northern New England Division Office, requires approximately 35 hours of work per week and may offer a hybrid work arrangement.

Key Responsibilities


The Service Desk Technician will be tasked with delivering technical assistance and support to end-users, troubleshooting IT issues, and ensuring the efficient operation of The Salvation Army's IT systems. This includes:

  • In-depth troubleshooting and analysis of system logs using advanced diagnostic tools.
  • Providing exceptional customer service, along with strong communication and organizational skills.
  • Possessing a solid understanding of PCs, Macs, mobile devices, and related peripherals.
  • Prioritizing responsibilities with keen attention to detail.


Specific duties include, but are not limited to:

  • Technical support for desktop and laptop computers, printers, and peripheral devices.
  • Client-side network troubleshooting and Office365 client support.
  • Managing communications systems, including content systems, MS Teams, and Outlook email.
  • Installing and configuring approved applications and software.
  • Processing supervisory approvals for modifications to Active Directory entries and user configurations.
  • Providing mobile device support and facilitating client remote access.
  • Acting as a Subject Matter Expert, offering guidance to IT colleagues.
  • Identifying root causes of recurring issues and implementing preventive measures.
  • Collaborating with other IT teams to resolve complex cross-functional issues.
  • Contributing to the knowledge base by creating and updating technical documentation and troubleshooting guides.
  • Reviewing hardware and software requirements for users and making recommendations.
  • Planning and executing system upgrades, software deployments, and infrastructure changes, including testing and documentation.
  • Staying informed about the latest technologies and industry best practices.
  • Performing additional duties as assigned.
Qualifications

Applicants should possess an Associate's degree (A.A.) or equivalent from a two-year college or technical school, along with a minimum of 5 years of experience in the Information Technology field.

A+ Certification and Network+ Certification or equivalent experience are required.

What We Offer

We provide a comprehensive benefits package, including:
  • Generous Medical, Dental, and Vision Benefits
  • TSA paid Life Insurance for Employees
  • Additional life insurance options
  • Paid Time Off – Vacation, Sick, Personal days
  • 403(b) retirement savings plan
  • Non-contributory Pension Plan
  • Professional Development and 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.



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