Service Desk Analyst II - Boone, United States - Samaritan's Purse

Description

Location:
Boone, NC, United States

Job ID: 14709


Date Posted:
Feb 2, 2024

Job Description

Get Involved
Samaritans Purse is seeking a

Service Desk Analyst II

to join our team in

Boone

, NC . You can be a part of a highly professional Information Technology team. As a

Service Desk Analyst II

you will deliver quality customer service to Samaritans Purse IT customers domestic and internationally by providing support on any technology service or product that is available within the IT Service Catalog.

You will respond to service desk requests (phone, email, and ticketing system, in person) at the Tier II and Tier I level, with professionalism and compassionate action that is representative of the ministry.

Come and use your gifts daily to advance the Gospel
A day in the life of a Service Desk Analyst II:

At Samaritans Purse, the Gospel really is the center of all we do We start each day with a time of devotions and spend time praying for each other, our staff and volunteers who serve around the globe.

In the role of

Service Desk Analyst II

you will have the opportunity to:
Maintain your personal relationship with Jesus Christ and be an effective witness for Him
Support technical issues in person or by remote tools as needed. Alert management of recurring problems or patterns
Serve as the escalation point for multiple Service Desk Analyst I employees
Improve existing Service Desk processes by recommending possible changes and improvements
Log and track all Service Desk interactions into the Service Desk ticketing system
Visit field office sites (domestic and international) on a periodic basis to ensure a high level of customer service and support
Determine user requirements and analyze alternative solutions in regards to these user requirements
Research and recommend new hardware and/or software solutions to improve efficiency and resolve business problems
Handle moderately complex IT troubleshooting issues, which include working closely with hardware, software, and basic system issues
Escalate advanced IT problems and tasks to the Service Desk Analyst III when necessary, which include IT infrastructure team questions and collaboration needs requested by IT system teams
Create documentation and procedures for specific tasks, including installation of various software
Proactively maintain user IT systems to ensure proper and secure functionality; analyze methods to improve efficiency, security, and customer experience
Maintain ITIL compliance for Service Desk systems and operations
Follow ITSM framework and protocols
Analyze, design, document, test, report, diagnose, and resolve advanced Service Desk troubleshooting issues
Provide ongoing Service Desk support for field work, both domestically and internationally, when necessary
Provide on-call support, even after hours, as needed by management to fulfill the department Service Level Agreement and Internal Operating Procedures
Provide excellent customer service for staff, vendors, and volunteers
Follow policies and procedures of Samaritans Purse as set forth in the Policy Manual
Attend daily morning devotions and participate in prayer support for the ministry, donors and volunteers
Maintain a strong Christian witness to colleagues, vendors, charitable beneficiaries, and the general public
Bachelors degree from a college or university and two (2) to three (3) years of experience; or Associates Degree and four (4) years of related work experience and/or training; or equivalent combination of education and experience
Thorough knowledge of common software platforms and operating systems including MS Office and Windows
Comprehensive knowledge of computers/laptops including new builds, repairs, and ongoing maintenance
Relevant ITSM or ITIL certification and A+ or Network preferred
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, co-workers, and other staff
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Twelve credit hours of college-level Biblical studies strongly preferred

Job Location :
Boone, NC


Type:
Full-Time

Language Requirement :
Fluency in English (required)
Flexible Spending Account (FSA)
Long-term and Short-term disability insurance
Term Life Insurance
401 (k) retirement savings plan
10 paid holidays

Samaritan's Purse Mission Statement:
Samaritan's Purse is a nondenominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world.

Since 1970, Samaritan's Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine with the purpose of sharing God's love through His Son, Jesus Christ.

The organization serves the Church worldwide to promote the Gospel of the Lord Jesus Christ.

Samaritan's Purse Statement of Faith:

• We believe the Bible to be the inspired, the only infallible, authoritative Word of God. (1 Thessalonians 2:13; 2 Timothy 3:15-17)
• We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit. (Matthew 28:19; John 10:30; Ephesians 4:4-6)
• We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15)
• We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7)
• We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10)
• We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. (1 Corinthians 15:51-57; Revelation 20:11-15)
• We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church. (1 Corinthians 12:12, 27; Ephesians 1:22-23)
• We believe that the ministry of evangelism and discipleship is a responsibility of all followers of Jesus Christ. (Matthew 28:18-20; Acts 1:8; Romans 10:9-15; 1 Peter 3:15)
• We believe Gods plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made to complete each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9)
• We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism. (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15)
• We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen. (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10)

Still trying to find your fit at Samaritan's Purse?

By joining our Talent Network, you'll help give our recruiters a good idea of your calling, skills, and talents as openings become available ministry-wide.

Samaritan's Purse
PO Box 3000
Boone, NC 28607

Samaritan's Purse is a 501(c)(3) tax-exempt charity.

All contributions designated for specific projects shall be applied to those projects, and we may assess up to 10 percent to be used for administering the gift.

Occasionally, we receive more contributions for a given project than can be wisely applied to that project. When that happens, we use these funds to meet a similar pressing need.

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