Senior Computer Support Analyst

THE SALVATION ARMY•Louisville, KY

6d•$32 - $0•Onsite

About The Position

The Senior Computer Support Analyst provides advanced technical support to Divisional Headquarters staff and field personnel in the Kentucky-Tennessee Division. The role requires proficient knowledge of The Salvation Army’s IT structure and applications, including Microsoft Windows and Office 365. The analyst answers questions, resolves complaints, repairs equipment, changes software configurations, and installs hardware and peripherals. They manage the HelpDesk ticketing system to ensure requests receive efficient, timely, and courteous service, guide and train other technical support staff, and serve as technical lead on assigned IT projects.

Requirements

Associate degree in information technology or a related field, or two years of technical college from an accredited college or university; alternatively, an equivalent combination of training and experience that provides the required knowledge, skills, and abilities.
Three years of experience with progressively responsible routine and complex computer repair work, including proficient knowledge of The Salvation Army’s IT structure and applications.
Experience performing advanced computer hardware and software installation, troubleshooting, and maintenance effectively and efficiently with limited supervision.
Driver's license.
One or more relevant IT certifications.

Responsibilities

Manage the divisional IT HelpDesk and provide advanced technical support and problem-solving assistance to users at Divisional Headquarters and corps/command units in the Kentucky-Tennessee Division.
Accept, classify, and assign incident tickets submitted through the territorial IT support system.
Respond to tickets by telephone, email, chat, remote support, desk-side assistance, or on-site service as needed.
Independently or collaboratively diagnose and resolve common to complex technical problems.
Determine whether problems involve software, hardware, network or Internet connections, or online resources, and apply appropriate solutions.
Escalate tickets to higher-level divisional or territorial IT staff when applicable, or redirect specialized application requests to the appropriate department.
Troubleshoot Microsoft Windows, Mac OS, Office 365, OneDrive, Teams, SharePoint, Outlook email, Internet browsers, and other supported applications.
Repair equipment, change software configurations, and install hardware and peripherals.
Provide guidance and training to other technical support staff on troubleshooting hardware and software problems.
Serve as technical lead on assigned IT projects.