Job description

Overview:
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.

This position is based at the PRV Divisional Headquarters building in San Juan, PR and will be expected to support all PRV locations within the Division, including Guayama Kroc, and will be one of our Help Desk agents supporting the entirety of the US Eastern Territory.

This position is accountable for the management, implementation, and maintenance of IT services, including hardware and software, within the IT Service Lifecycle. Ensuring effective diagnosis, resolution, and documentation of IT-related incidents and requests in a networked environment, as well as providing end-user training and managing help desk support tickets. The role contributes to the management and administration of various cloud systems and services for The Salvation Army and provides technical support to our clients.

Responsibilities:
Deliver ITIL-compliant Service Desk support (Level 1) to all users in the Division using in-person, telephone, email, and other remote support platforms (e.g., BMC/Bomgar). Level 1 support encompasses desktops, laptops, tablets, printers, and accessories support, Microsoft 365 client support, approved applications and software installation and configuration, mobile device support, and client VPN access facilitation. Additionally, execute desktop/laptop imaging, troubleshoot and resolve legacy IBM Notes and Outlook Client issues, and provide Mac, iPhone, iPad, and Android support as needed.

Respond in-person or remotely as directed to Help Desk incidents within the DHQ and other PRV locations, as well as manage and resolve IT requests made by clients within the US Eastern Territory.

Ensure the implementation, deployment, support, and troubleshooting of IT equipment (computers, peripherals, IP phones, printers, etc.) within the PRV Division through in-person, remote access, or field location visits.

Document all activities and updates in the IT Service Management (ITSM) ticketing system.

Conduct ITIL-compliant installations, upgrades, and configurations for IT systems.

Assist in developing and maintaining ITIL-compliant configuration and installation procedures and processes.

Participate is regular team meetings to provide status updates, learn about policy and equipment changes, and collaborate with peers.

Manage and maintain Active Directory user/computer accounts, permissions, and access rights in line with ITIL best practices.

Analyze system logs to identify potential issues within IT systems.

Support the USE IT directors and staff in ITIL-compliant network improvements, upgrades, and repairs.

Maintain an accurate inventory of all desktops, laptops, printers, and other IT equipment.

Be flexible in working varying or additional hours as needed to facilitate IT or client requests.

Be prepared to work in other areas and assume additional responsibilities during times of emergency and/or disasters.

Perform other duties as assigned by the USE IT Service Desk Manager or Directors.

Qualifications:
High school diploma or general education degree (GED)

1-3 years of related experience

Microsoft-related and/or MDM Certifications preferred.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability or protected veteran status.

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