Service Desk Analyst

We are seeking a motivated and detail-oriented Service Desk Analyst with 1–3 years of helpdesk experience to provide Tier 1 and Tier 2 technical support across our organization. This in-office role is responsible for delivering high-quality end-user support, troubleshooting technical issues methodically, and ensuring timely resolution through effective ticket management. The ideal candidate has strong experience supporting Windows devices, Software as a Service (SaaS) applications, networking fundamentals, and user lifecycle management (onboarding/offboarding). A passion for automation and continuous improvement is highly encouraged.

Scheduled: Monday - Friday 8:30AM - 5:00PM

Starting pay: $29.62

How you will serve

• In-person, five days a week, provide remote and in-person technical support for hardware, software, and SaaS applications.
• In addition to primarily working at our Administration Office, work onsite at additional Mission locations to support office hours is required.
• Troubleshoot issues methodically using structured problem-solving techniques.
• Diagnose and resolve Windows operating system issues, device configuration problems, and application errors.
• Escalate complex issues appropriately while maintaining ownership and communication.
• Manage and document incidents and service requests in the internal ticketing system.
• Prioritize and track tickets to ensure SLA compliance.
• Maintain detailed documentation of resolutions and recurring issues.
• Contribute to internal knowledge base documentation.
• Support cloud-based SaaS platforms (e.g., Microsoft 365, Google Workspace, CRM, HRIS, etc.).
• Troubleshoot login, access, and configuration issues.
• Assist with license management and permissions.
• Execute onboarding and offboarding processes, including management of user accounts across systems.
• Configure new devices and ensure secure setup standards.
• Coordinate access control based on security policies.
• Basic troubleshooting of:

o Wi-Fi connectivity

o Network access issues

o VPN connections

o Firewall-related access problems

• Understand and follow IT security best practices.
• Support endpoint security tools and patching processes.
• Attend and participate in all Mission, Division and Department meetings and training, as required.
• Any other job-related duties as assigned by supervisor.

How you qualify

• 1 to 3 years of experience in a Service Desk or Helpdesk role.

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  Experience providing Tier 1 and Tier 2 technical support (required).

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  Strong knowledge of Windows operating systems and end-user device troubleshooting.

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  Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk, etc.).

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  Basic networking knowledge (Wi-Fi, TCP/IP fundamentals, DNS, DHCP, firewalls).

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  Experience supporting SaaS applications.

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  Understanding of onboarding and offboarding processes.

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  Experience with asset and inventory management.

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  Associate’s degree (AA) or equivalent technical training.

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  Exposure to identity management tools (Okta, Azure AD, etc.).

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  CompTIA A+ Certification (strongly preferred).

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  Experience with Microsoft 365 administration (preferred).

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  Basic scripting or automation experience (PowerShell preferred).

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  Experience in security-conscious or regulated environments (preferred).

How we support each other

Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.

Faithfully upholds The Mission and your team in prayer.

Participates in team devotions as schedule permits.

Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations.

Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

Benefits

All regular full-time employees, you are eligible to participate in our generous benefits package:

• Medical / Dental / Vision
• Long Term Disability – 100% company paid
• Basic Life Plan – 100% company paid
• Voluntary Products
• EAP and 24/7 Virtual Mental Health – 100% company paid
• 4 weeks of paid vacation accrued each year
• 11 paid holidays + 1 Floating Holiday
• Personal Day and Birthday holiday
• Retirement benefits w/ company match
• Continuing Education Reimbursement Program

Work Environment

While performing the duties of this job, the employee is frequently required to sit for extended periods of time in a temperature-controlled environment. Occasionally employee will stand, balance, twist, stoop, kneel and reach with hands/arms. Frequently uses computers, keyboarding and talks on the phone. Occasionally lifts up to 40 pounds and walks, use stairways to climb to multiple floors within the company. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

Statement of Faith

We believe the Bible is the inspired, infallible, authoritative Word of God. (2 Tim. 3:16-17, 2 Pet. 1:20-21)

We believe there is one God, eternally existent in three Persons: Father, Son, and Holy Spirit. Deut. 6:1, Matt. 28:19, Rom. 8:14-17, Eph. 4:4-6, 1 Tim. 2:5, 1 Pet. 1:2

We believe in the deity and humanity of our Lord Jesus Christ:

His virgin birth (Luke 1:35, John 1:1-2, John 1:14)

His sinless life (Phil. 2:5-11)

His miracles (Matt. 4:23)

His vicarious and atoning death through His shed blood on the cross, the forgiveness of sins (Rom. 3:23-25, 2 Cor. 5:21, 1 John 2:1-2)

His bodily resurrection from the dead (Rom. 8:34, 1 Cor. 15:3-5)

His ascension into heaven, now seated at the right hand of the Father (Acts 1:9-11, Heb. 1:3, Heb. 9:24)

His future return in power and glory (1 Thess. 4:16-18)

We believe that salvation of the lost is possible through the shed blood of the Lord Jesus Christ by faith apart from works, and regeneration by the Holy Spirit. (Eph. 1:7, Eph. 2:8-9, John 1:12, John 3:36, 2 Cor. 5:17, Titus 3:5, John 14:17)

We believe in the present ministry of the Holy Spirit by whom Christ indwells each believer enabling them to live a godly life of obedience as they reach for maturity. (John 14:17, Acts 1:8, John 16:13, John 14:26, 2 Cor. 1:21-22, Gal. 5:22-23)

We believe in the bodily resurrection of the saved and their eternal life with God. We believe in the bodily resurrection of the unsaved and their eternal separation from God. (1 Cor. 15:20-28, Matt. 25:45-46, Rev. 20:11-15)

We believe in the spiritual unity of believers in Christ. (Eph. 2:13-14, Eph. 4:1-6, John 17:20-23, Phil. 2:1-4)

Mission Statement

To bring the love of Jesus and hope for a new life to our homeless neighbors.

Vision Statement

To see every homeless neighbor - beloved, redeemed, restored.

Pre-Employment

This position is subject to pre-employment, criminal background check and must be able to pass a 4-panel drug screen.