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May 01

Service Desk Associate Level II

  • Full Time
  • Orlando

Website Pioneers

Summary:
This person’s primary responsibility is to support the Pioneers userbase as part of the Pioneers Service Desk team working primarily with Tier 1&2 staff as well as collaboration with tier 3 staff. Desktop and network resources troubleshooting will be the primary domain of this position but other ad-hoc requests as needed will be part of the responsibilities.

Qualifications:
– Committed to global missions and overall vision of Pioneers
– Must practice and support the elements of the US Mobilization Base Manual
– Strong focus on customer satisfaction, with strong interpersonal skills and responsiveness
– Must be able to give attention to detail and supply exceptional customer service
– Effective communication skills
– Must be willing to learn on an on-going basis
– Proficient technical desktop and network troubleshooting skills
– A+ and Net+ Certification or equivalent work experience
– Experience with Windows and MAC OS
– Experience with collaborative tools such as Teams, Smartsheet, Zoom, Sharepoint, Confluence, etc
– Ability to work with minimal supervision

Responsibilities:
– Serve as a member of the Service Desk Team, handling all Tier 1&2 assignments, reassigning toTier 3 as needed
– Provide Tier 1&2 support for Collaborative tools, like Teams, Sharepoint, Zoom, Smartsheet, Confluence and others
– Serve as Point-of-Contact for assigned tickets during normal business.
– Provide IT technical support for local and remote employees and visiting missionaries serving with Pioneers
– Gather information on user issues, create tickets, and escalate as necessary
– Collaborate with other IT staff as needed to resolve outstanding service desk requests
– Deploy software and hardware (incl. laptops, desktops, printers, multifunction devices)
– Build positive, customer-focused relationships with our client base
– Adhere to IT policies and processes to ensure consistent quality of service
– Perform other duties as assigned by supervisor

Physical Demands:
– Able to get under desks and transport desktops
– Environment: Work is performed primarily in a standard office environment with extensive public contact and frequent interruptions.
– Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.
– Vision: See in the normal visual range with or without correction.
– Hearing: Hear in the normal audio range with or without correction

To apply for this job please visit envoy.wd1.myworkdayjobs.com.