SUMMARY:

• To serve the members and staff of Samaritan Ministries by being the single point of contact for customers who have technical issues or requests, providing basic technical support in the assigned area while striving for first contact resolution and triaging when Service Desk staff cannot resolve.

• Technical Learning
• Functional/Technical Skills
• Attention to Detail
• Customer Service
• Problem Solving

• Providing first level contact and incident/request resolution for employees and members who need technical assistance
• Aiding employees and members with support incidents/requests via telephone, email, or remote support
• Escalating incidents, requests, and problems following approved escalation plans
• Recording and documenting details to ensure proper closure to each incident/request
• Working as a central point of communication for all of IT for those outside of IT
• Preparing documentation and procedures as new technology or software is introduced to Samaritan
• Have an exhaustive understanding of SMI used software and how to support them
• Keeping a clean workspace and work environment
• Adhering to Service Desk standard policies and procedures
• Miscellaneous Duties: performs other technical related duties, as assigned.

• Novice in:
  • Managing modern Microsoft desktops
  • Modern windows deployment, configuration, and management
  • Microsoft Windows 10 fundamentals
  • Active directory administration
  • Networking fundamentals
• Proficiency in:
  • Help desk process and procedures
  • Computer maintenance fundamentals
• Experience in customer service work
• Ministry experienced preferred
• Basic IT technical knowledge
• CompTIA Fundamentals Certified
• CompTIA Fundamentals A+ preferred
• ITIL Certified

ADDITIONAL INFORMATION:

• Tasks are normally conducted in a regular office environment requiring the use of computer and mouse and other standard office equipment.
• Staff will be on site typically 3 of the 5 work days a week.
• Staff will typically be on site weekly and monthly meetings
• Staff will be required to open and close both buildings periodically
• Staff must be able to cover for others onsite when PTO or sick time occurs
• Staff must be onsite for the first 2-4 weeks of training.
• Staff will be required to travel and have a valid driver’s license.
• There are no specific job hazards, PPE, ergonomic concerns (beyond what was listed above), or transport of hazardous material.
• Staff may need to lift and move items up to 35 lbs on occasion
• Staff are required to observe safety principles while performing the duties of the position.
• Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.