Service Desk Technician, Level 2 (Cincinnati, OH)

This is a non-exempt Mid-level position requiring more in-depth technical knowledge and the ability to resolve complex issues. Involves mentoring Level 1 technicians and taking on greater responsibilities, including systems and network troubleshooting in providing superior technical support for users within the USE Territory. This position requires approximately 35 hours of work per week and is onsite. Responsibilities Individuals will be responsible for providing technical assistance and support to end-users, resolving IT issues, and ensuring the smooth operation of The Salvation Army technology environment. This includes incident and request management aligned with ITIL best practices, advanced troubleshooting, root cause analysis, knowledge management, project participation, and collaboration with Infrastructure, Networking, Security, and Application teams. This position requires exceptional customer service, communication and organizational skills, strong technical troubleshooting abilities, sound judgment, and a working knowledge of Windows PCs, Macs, Microsoft 365, mobile devices, and related peripherals. The responsibilities shall include, but not be limited to, the following:

1. Provide technical support for desktops, laptops, printers, mobile devices, and related peripherals, including incident logging, triage, escalation, and resolution.
2. Troubleshoot client-side network connectivity issues, remote access solutions, Microsoft 365 services, and enterprise applications.
3. Process approved service requests including account provisioning, password resets, access requests, software installations, and authorized configuration changes.
4. Diagnose and resolve complex technical issues involving hardware, software, operating systems, Microsoft 365 services, mobile devices, and network connectivity.
5. Perform advanced troubleshooting and diagnostic analysis prior to escalation to Infrastructure, Networking, Security, Application, or Vendor support teams.
6. Assist with identity and access management activities, multifactor authentication support, endpoint security validation, and adherence to organizational security standards.
7. Mentor and provide guidance to Service Desk Technician Level 1 personnel, assisting with troubleshooting techniques, procedures, and technical development.
8. Participate in Root Cause Analysis (RCA) and Problem Management activities to identify recurring issues and improve service delivery.
9. Assist in the deployment, configuration, testing, and support of hardware, software, operating systems, and enterprise technology solutions.
10. Participate in technology projects, workstation deployments, software rollouts, testing activities, and organizational technology initiatives.
11. Develop and maintain technical documentation, knowledge articles, troubleshooting guides, and operational procedures in support of Knowledge Management and Continual Service Improvement (CSI).
12. Coordinate with Infrastructure, Networking, Security, Application Support, and third-party vendors to resolve complex technical issues.
13. Perform fieldwork including installation, troubleshooting, replacement, and support of technology equipment at Salvation Army locations throughout the Territory.
14. Install, terminate, test, label, and troubleshoot structured cabling systems, including Ethernet and fiber optic cabling, in accordance with organizational standards.
15. Coordinate asset lifecycle activities including deployment, inventory validation, relocation, recovery, replacement, and retirement of technology assets.
16. Provide end-user training and guidance regarding approved technologies, cybersecurity awareness practices, and organizational systems.
17. Ensure compliance with organizational technology standards, software licensing requirements, cybersecurity policies, and operational procedures.
18. Maintain awareness of current technology trends, cybersecurity threats, service management practices, and industry best practices relevant to the role.
19. Perform other duties as assigned by the Service Desk Supervisor, IT Command Manager, or IT Leadership.
20. Any other duties as assigned.

• Associate’s Degree in Information Technology, Computer Science, Information Systems, or equivalent combination of education, certifications, and relevant experience.
• Minimum three (3) years of experience providing technical support in a Help Desk, Service Desk, Desktop Support, MSP, or similar enterprise IT environment.
• Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint Online, and Exchange Online.
• Experience with identity and access management, multifactor authentication, endpoint security, and cybersecurity best practices.
• Experience utilizing ticketing and service management platforms for incident, request, escalation, problem management, and knowledge management activities.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to independently diagnose and resolve complex technical issues.
• Experience participating in technology deployments, system upgrades, software rollouts, testing activities, and enterprise technology projects.
• Experience installing, testing, troubleshooting, and supporting structured cabling systems, including Ethernet and fiber optic cabling.
• CompTIA A+, Network+, Microsoft, ITIL, or equivalent industry certifications preferred.
• Valid Driver’s License and willingness to travel throughout assigned support areas.

What We Offer

• Generous Medical, Dental, Vision Benefits
• TSA paid Life Insurance for Employees
• Additional life insurance options for employees
• Paid Time Off - Vacation, Sick, Personal days
• 403(b) retirement savings plan
• Non-contributory Pension Plan
• Professional Development
• Federal holidays
• Opportunities to give back and support our communities

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. We are the largest non-governmental provider of social services in America and every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services., Audit-Tel Inc

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