Senior Computer Support Analyst (9308)

The Salvation Army•Louisville, KY

4d•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 supports the use and application of computer technology, drawing on knowledge of The Salvation Army’s IT structure and applications, including Microsoft Windows and Office 365. Duties include answering questions, resolving complaints, repairing equipment, changing software configurations, and installing hardware and peripherals. The analyst manages HelpDesk service requests, provides guidance and training to other technical support staff, and serves as technical lead on assigned IT projects. The position is full-time, Monday through Friday, with a 36.25-hour work week. Work is performed in a professional office setting and may include remote, desk-side, or on-site support.

Requirements

An associate degree in information technology or a related field, or two years of technical college from an accredited college or university.
Three years of experience with progressive responsibility performing routine and complex computer repair work, demonstrating proficient knowledge of The Salvation Army’s IT structure and applications, and performing advanced hardware and software installation, troubleshooting, and maintenance with limited supervision; alternatively, an equivalent combination of training and experience providing the required knowledge, skills, and abilities.
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 computer users at Divisional Headquarters and corps/command units in the Kentucky-Tennessee Division.
Accept, classify, and assign incident tickets received through the territorial IT support system.
Respond to tickets by telephone, email, chat, remote support, desk-side assistance, or on-site service as required.
Diagnose and resolve common to complex technical problems independently or in collaboration with other IT staff.
Determine whether problems relate to software, hardware, network or Internet connections, or online resources, and apply appropriate solutions.
Escalate tickets to higher-level divisional or territorial IT staff, or redirect requests involving specialized applications 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.
Manage HelpDesk requests to ensure timely, efficient, and courteous service.
Provide guidance and training to other technical support staff on hardware and software troubleshooting.
Serve as technical lead on assigned IT projects.