IT Help Desk Technician I (DHQ)

The Salvation Army USA Central Territory•Indianapolis, IN

26d•Hybrid

About The Position

As the IT Help Desk Technician I, you will provide first-line technical support to staff across DHQ and remote locations. This position is responsible for resolving basic IT issues, supporting daily technology needs, delivering excellent customer service, and ensuring that the Mission of The Salvation Army is effectively carried out. This role operates under the direct guidance of the IT Manager. The Help Desk Technician I is expected to follow established procedures, escalate complex issues appropriately, and progressively develop technical skills over time.

Requirements

Associate degree in Information Technology –or– equivalent combination of education, certifications, and/or relevant experience.
Position requires a background check to be completed, and all background check results will be reviewed.
Experience providing customer or technical support in any setting is required.
Must have a valid driver’s license and maintain The Salvation Army Driver’s qualification standard
Must complete Safe From Harm training within the first 90 days of employment
Must have CompTIA A+ certification (or willingness to obtain within 6–12 months)
Able to speak, write and understand English in a manner sufficient for effective communication with leadership, field personnel, and clientele.
Computer proficiency with Microsoft products and ability to learn electronic reporting systems.
Basic understanding of computer systems, hardware, and software
Strong communication and customer service skills
Ability to follow documented procedures and instructions
Ability to prioritize tasks and manage multiple requests
Willingness to learn and develop technical skills
Ability to work both independently and as part of a team
Lifting, pulling, and pushing of materials up to 25 pounds
May require bending, squatting, and walking
May require standing for extended periods

Nice To Haves

Experience in a non-profit, social service, or faith-based organization is preferred.

Responsibilities

Provide first-line IT support via phone, email, Microsoft Teams, and ticketing system
Provide on-site support at DHQ primarily, and on-site support for our regional locations as needed
Troubleshoot and resolve common user issues (passwords, Microsoft 365, basic hardware)
Guide users through clear, step-by-step solutions while delivering professional, courteous customer service
Assist with equipment setup, basic troubleshooting, and deployments at DHQ, and to remote sites
Perform basic Active Directory and Microsoft 365 tasks, including password resets, account unlocks, new user account creation using established templates, and assigning users to predefined security groups
Assist users with login and multi-factor authentication (MFA) issues
Set up and deploy computers, laptops, and peripherals
Install standard applications and perform basic configurations
Assist with imaging and workstation setup
Troubleshoot basic hardware and connectivity issues
Create, update, and track support tickets with accurate information
Categorize and prioritize requests appropriately
Maintain and update IT inventory and asset records
Track equipment assignments and lifecycle status
Follow established IT procedures and document recurring issues
Contribute to knowledge base updates under supervision
Escalate issues that fall outside defined procedures or technical skill level to the IT Manager
Collaborate with the IT Manager on unresolved or complex issues
Participate in hands-on training and mentorship
Continuously develop technical skills and increase independence over time
Other tasks as assigned that advance the mission of The Salvation Army