Service Desk Technician - Level 1 (Cleveland, OH)

Reporting to the Service Desk Supervisor, the IT Service Desk Technician is responsible for providing technical assistance and support to end-users and systems (hardware and software), resolving IT issues, and ensuring the smooth operation of The Salvation Army’s technology environment. This position supports mission-critical technology systems utilized by administrative, social services, retail, rehabilitation, program, and headquarters operations throughout the Territory. Responsibilities include incident and request management aligned with ITIL best practices, advanced troubleshooting, root cause analysis, identity and access management support, asset lifecycle coordination, endpoint security support, project participation, and collaboration with other IT functions to ensure quality service delivery. The role requires exceptional customer service, effective communication, strong organizational skills, sound technical judgment, and a working knowledge of Windows PCs, Macs, Microsoft 365, mobile devices, and related peripherals. Keen attention to detail and the ability to prioritize competing demands within a service-oriented framework are essential. This position requires approximately 35 hours of work per week and is onsite. Responsibilities

1. Provide first-level and intermediate technical support for desktops, laptops, printers, mobile devices, and peripherals, including incident logging, triage, escalation, and resolution in alignment with ITIL Incident Management practices.

2. Troubleshoot client-side network connectivity issues, support remote access solutions, and ensure access to approved systems and services including Microsoft 365, Outlook, Teams, OneDrive, SharePoint Online, and other enterprise applications.

3. Process approved service requests including account provisioning, password resets, access management requests, software installations, mobile device support, website access requests, and authorized user configuration changes under ITIL Request Fulfillment procedures.

4. Assist with identity and access management activities, multifactor authentication administration, account lifecycle support, endpoint compliance validation, and enforcement of organizational security standards.

5. Install, configure, and support enterprise applications and software in compliance with organizational standards, cybersecurity requirements, and Change Management protocols.
6. Perform advanced troubleshooting and diagnostic analysis prior to escalation to Infrastructure, Networking, Security, Application, or Vendor support teams.
7. Serve as a Subject Matter Expert (SME) in designated technology areas, providing advanced support, guidance, and mentoring to peers and end users.
8. Identify recurring issues and participate in Root Cause Analysis (RCA) and Problem Management activities to minimize incident recurrence and improve service delivery.
9. Collaborate with Infrastructure, Networking, Security, Field Operations, Application Support, and third-party vendors to resolve complex technical issues affecting business operations.

10. Develop and maintain technical knowledge articles, operational procedures, troubleshooting guides, support documentation, and training materials in support of Knowledge Management and Continual Service Improvement (CSI) initiatives.

11. Provide end-user training and guidance on approved technologies, cybersecurity awareness practices, and organizational systems.

12. Coordinate asset lifecycle activities including deployment, inventory validation, relocation, replacement, recovery, retirement, and disposition of organizational technology assets in accordance with organizational policies and standards.

13. Participate in technology projects, workstation deployments, software rollouts, testing activities, pilot programs, system upgrades, and organizational technology initiatives.
14. Assist with technology evaluations and provide recommendations regarding hardware, software, support processes, and service improvements.
15. Coordinate with approved vendors and service providers during troubleshooting, support activities, equipment deployments, warranty support, and issue resolution efforts.

16. Ensure compliance with organizational technology standards, software licensing requirements, cybersecurity policies, documentation standards, and applicable regulatory requirements during support activities.

17. Maintain awareness of current technology trends, cybersecurity threats, service management developments, and industry best practices relevant to the role.
18. Perform other duties as assigned by the Service Desk Supervisor or IT Leadership.

• 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, 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 supporting geographically dispersed or multi-site organizations while maintaining service level expectations.
• CompTIA A+, Network+, Security+, Microsoft, ITIL, or equivalent industry certifications preferred.
• Valid Driver’s License and willingness to travel within 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.