Senior Computer Support Analyst (9308)

Schedule/Hours: Full-time

Monday - Friday (36.25 hour work week)

This position is responsible for:

Provides an advanced level of technical support to Divisional Headquarters staff and field personnel in the use/application of computer technology based on proficient knowledge of the information technology structure and applications utilized by The Salvation Army, including Microsoft Windows and Office 365; answers questions, resolves complaints, repairs equipment, changes software configurations, installs new hardware and peripherals; manages the HelpDesk ticketing system to ensure that service requests are addressed in an efficient, timely and courteous manner; serves as an information resource to other technical support staff by providing guidance and training in troubleshooting hardware and software problems, and serves as technical lead on assigned IT projects.

Key Responsibilities:

• Manages the divisional IT HelpDesk, providing advanced- technical support and problem-solving assistance to computer users at Divisional Headquarters and corps/command units in the Kentucky- Tennessee Division. Accepts, classifies, and assigns incident tickets directed to the Divisional IT Department through the territorial IT support system; responds to tickets by telephone, email, chat, remote support, desk-side assistance, or on-site service as required.
• Works independently or in concert with other IT staff to efficiently diagnose and resolve common to complex technical problems; determines if the problem is within the software, hardware, network/Internet connection, or online resource, and applies the appropriate solution; when applicable, escalates tickets to higher-level divisional or territorial IT staff, or redirects requests for assistance with specialized applications to the proper department for resolution.
• Troubleshoot problems associated with Microsoft Windows, Mac OS, Office 365, OneDrive, Teams and SharePoint, Outlook email, Internet browsers, and other supported applications.

Physical Requirements and Working Conditions:

Work requires the ability to lift and carry and/or push/pull light (less than 25 lbs.) materials, supplies, and equipment. Light mobility: duties are usually performed by a combination of standing, walking, and primarily sitting.

Works in a professional office setting. Physical demands include standing, sitting, walking, bending, lifting, and moving computer items as needed.

Employee Benefits: Full-time

• Paid Time Off
• Medical, Vision and Dental Insurance
• 403B Retirement Plan and Much More!
• An associate degree in information technology or a related field or two years of technical college from an accredited college or university is required AND
• Three years experience with progressive responsibility for performing a wide variety of routine and complex computer repair work, demonstrating proficient knowledge of the information technology structure and applications utilized by The Salvation Army, and experience performing advanced computer. Hardware and software installation, troubleshooting, and maintenance work effectively and efficiently with limited supervision OR
• Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

Licenses and Certifications:

Driver's License

One or more relevant IT certifications are required.

Equal Opportunity Employer: Veterans | Disabled