IT Service Desk Analyst

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Job details:

This Jobot Job is hosted by: Christian Aviles

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Salary: $50,000 - $55,000 per year

A bit about us: Television network

Why join us? Great culture with a supportive, team-first environment

Strong benefits package and long-term stability

Job Details IT Service Desk Analyst I

A faith-based organization is seeking an IT Service Desk Analyst I with a servant’s heart to join its Information Technology team. This individual will serve as a primary point of contact for employee technical support, resolve common Level 1 issues, maintain accurate ticket documentation, support user accounts and devices, and escalate advanced issues to the appropriate IT team.

Must be a Christian committed to the Gospel of Jesus Christ.

Duties & Responsibilities

The ideal candidate is organized, dependable, resourceful, customer-focused, and able to communicate clearly with technical and non-technical users. Travel between organization locations is required, along with occasional evening, overnight, weekend, and after-hours support, especially during fundraising events.

Provide Level 1 technical support by phone, email, remote support, and in person.

Troubleshoot hardware, software, Microsoft 365, printing, mobile-device, and user-access issues.

Own assigned tickets from initial contact through resolution or escalation.

Document, categorize, prioritize, and update requests in the ITSM system.

Respond to tickets according to established SLAs and escalation procedures.

Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.

Assist with Active Directory and Microsoft Entra ID tasks, including password resets, account lockouts, group membership, and basic access requests.

Manage devices and users in Intune.

Assist with employee onboarding, transfers, and offboarding.

Configure, deploy, troubleshoot, and replace Windows and Apple computers and peripherals.

Install approved software according to IT policies.

Support iPhones, iPads, Android devices, MFA, email, and approved applications.

Install and troubleshoot printers, scanners, and common office technology.

Maintain accurate IT asset and equipment records.

Create and maintain Help Desk procedures and knowledge base articles.

Identify recurring issues and recommend improvements to Help Desk processes.

Escalate advanced issues to the appropriate IT teams with complete troubleshooting documentation.

Assist with IT deployments, upgrades, office moves, and other assigned projects.

Participate in the Help Desk on-call rotation.

Escalate issues to management as needed.

Work collaboratively with the Help Desk team under the Help Desk Manager’s leadership.

Required Qualifications

Previous professional Help Desk, Service Desk, Desktop Support, or Technical Support experience.

Experience supporting Windows 11 and Microsoft 365.

Experience with Active Directory and familiarity with Microsoft Entra ID.

Experience supporting computers, printers, mobile devices, and common office technology.

Experience using an IT ticketing or ITSM system.

Strong troubleshooting, documentation, communication, and customer-service skills.

Ability to prioritize multiple requests and recognize when to escalate an issue.

Ability to work independently and collaboratively within an IT team.

Preferred Qualifications

CompTIA A+, Security+, or Microsoft certification.

Microsoft Intune certification or experience.

Microsoft 365 administration certification or experience.

macOS support experience.

Remote-support tool experience.

Education

Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience and technical training.

Physical Demands & Schedule Requirements

Ability to sit at a workstation for extended periods.

Normal range of hearing and vision.

Ability to work shifts as scheduled.

Availability for extended hours during special fundraising events, including weekends and on-call support.

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