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. 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.