TITLE: Support Specialist 2
DEPARTMENT: Information Technology
STATUS: Full Time, Non-exempt
SALARY: $28.58
SCHEDULE: Tuesday - Friday; 9:30am-6pm M30|Saturday; 8am-4:30pm M30
THE SALVATION ARMY MISSION:
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.
MAJOR FUNCTION:
The Support Specialist 2 is a customer-focused technical professional who delivers responsive, high-quality support to Salvation Army staff. The role combines hands-on troubleshooting with clear, patient communication to resolve hardware, software, connectivity, and peripheral issues by phone, remotely and onsite. The Support Specialist 2 takes ownership of service requests, communication progress, and confirms resolution of the service request. The Support Specialist 2 also prepares and deploys equipment, performs repairs and installations, supports other IT teams, and shares technical knowledge with users and coworkers.
ESSENTIAL FUNCTIONS:
Help Center and General Support (45%)
- Monitor Help Center tickets, automatic assignment queues, direct calls, voicemail, and walk-in requests; respond promptly and follow each request through to resolution or appropriate escalation.
- Review, triage, document, and assign tickets accurately. Set clear expectations, provide meaningful status updates, and maintain complete case notes.
- Listen carefully to users, ask effective diagnostic questions, and explain technical information in clear, nontechnical language.
- Diagnose hardware, software, configuration, connectivity, and user-related issues; recommend or perform corrective actions using established support practices.
- Confirm that the solution restored service and that the user understands any required next steps.
- Handle difficult or high-impact interactions with patience, tact, professionalism, and respect for users with varying levels of technical experience.
- Review existing knowledge base articles and recommend new or revised articles based on recurring issues and successful solutions.
- Maintain current calendars and task lists. Escalate unresolved or major issues to the Support Specialist 3, supervisor, support director, subject matter expert, or vendor with complete troubleshooting documentation.
Hardware/Software Setup, Maintenance, and Repairs (40%)
- Inspect, prepare, configure, test, and deploy computers, software, hardware, and peripheral components for local and remote Salvation Army locations.
- Install approved applications and configure computers for network operation while following established technical and security standards.
- Diagnose and repair PCs, Macs, and peripherals using generally accepted computer repair practices and appropriate technician tools.
- Receive equipment for repair, communicate status as appropriate, complete repairs, validate operation, and prepare equipment for return to the originating location.
- Provide courteous onsite support, coverage, repairs, refreshes, moves, and new installations while minimizing disruption to users and operations.
- Package, address, ship, receive, and track technology equipment for repair, configuration, replacement, distribution, or field-replaceable units.
- Maintain organized IT work areas and process electronic waste in accordance with departmental practices.
Supports Other IT Teams (15%)
- Collaborate with other IT teams to support networks, network-attached equipment, hardware installations, refreshes, and related field activities.
- Share relevant troubleshooting findings, documentation, and status information to support efficient handoff and coordinated resolution.
- Makes site visits and travel with the Territory as necessary to complete assigned duties.
- Support ongoing IT projects as necessary.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Strong customer service orientation, including active listening, patience, tact, sympathy, follow-through, and the ability to build trust with users.
- Ability to communicate procedural and technical information clearly and professionally in English, both verbally and in writing.
- Working knowledge of desktop and laptop hardware, Microsoft Windows, macOS, Microsoft 365 applications, peripherals, and common communication technologies.
- Ability to apply structured troubleshooting, critical thinking, and sound judgment to identify root causes and implement effective solutions.
- Ability to manage multiple priorities, work independently, collaborate with coworkers, protect confidential information, and maintain accurate documentation.
- Ability to learn new technologies quickly and transfer knowledge to users and coworkers through clear instructions and practical guidance.
- Ability to safely use standard computer technician hand and power tools, including screwdrivers, power drills, and network cable analyzers.
- Valid driver license and acceptable driving record.
EXPERIENCE AND EDUCATION:
- High School diploma or GED.
- Current CompTIA A+ or Microsoft, or comparable job-related technical certification.
- Two years of call center or customer-facing PC and/or Mac technical support experience.
- An additional job-related certification (e.g. Network+, Security+, or ACMT) is preferred.
PHYSICAL REQUIREMENTS:
Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.
- Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.
- Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.
- Ability to operate telephone.
- Ability to operate a desktop or laptop computer.
- Ability to lift up to 25 lbs.
- Ability to access and produce information from a computer.
- Ability to understand written information.
- Ability to travel within the Territory.
REPORTS TO: ASSISTANT DIRECTOR OF IT SUPPORT