IT Help Desk Technician I (DHQ)

The Salvation Army Mission Statement:

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Salary range starting at: $25.19 per hour

Job Description:

As the IT Help Desk Technician I, you will provide first-line technical support to staff across DHQ and remote locations. This position is responsible for resolving basic IT issues, supporting daily technology needs, delivering excellent customer service, and ensuring that the Mission of The Salvation Army is effectively carried out.

This role operates under the direct guidance of the IT Manager. The Help Desk Technician I is expected to follow established procedures, escalate complex issues appropriately, and progressively develop technical skills over time.

What You Will Do:

1. End-User Support, Customer Service & On-Site Assistance

• Provide first-line IT support via phone, email, Microsoft Teams, and ticketing system
• Provide on-site support at DHQ primarily, and on-site support for our regional locations as needed
• Troubleshoot and resolve common user issues (passwords, Microsoft 365, basic hardware)
• Guide users through clear, step-by-step solutions while delivering professional, courteous customer service
• Assist with equipment setup, basic troubleshooting, and deployments at DHQ, and to remote sites

1. User Account & Access Support

• Perform basic Active Directory and Microsoft 365 tasks, including:
  
  
  
  • Password resets and account unlocks
  • New user account creation using established templates
  • Assigning users to predefined security groups
  
  
  
  
• Assist users with login and multi-factor authentication (MFA) issues

1. Device Deployment & Equipment Support

• Set up and deploy computers, laptops, and peripherals
• Install standard applications and perform basic configurations
• Assist with imaging and workstation setup
• Troubleshoot basic hardware and connectivity issues

1. Ticketing, Asset Management & Documentation

• Create, update, and track support tickets with accurate information
• Categorize and prioritize requests appropriately
• Maintain and update IT inventory and asset records
• Track equipment assignments and lifecycle status
• Follow established IT procedures and document recurring issues
• Contribute to knowledge base updates under supervision

1. Escalation & Professional Development

• Escalate issues that fall outside defined procedures or technical skill level to the IT Manager
• Collaborate with the IT Manager on unresolved or complex issues
• Participate in hands-on training and mentorship
• Continuously develop technical skills and increase independence over time
• Other tasks as assigned that advance the mission of The Salvation Army

Minimum Qualifications: The requirements listed below are representative of the minimal education, experience, skills, and/or abilities required for this position.

Education: Associate degree in Information Technology -or- equivalent combination of education, certifications, and/or relevant experience.

Background Checks: Position requires a background check to be completed, and all background check results will be reviewed.

Experience: This position is expected to function at a high level of professionalism, integrity, confidentiality, and respect in all interactions. Experience providing customer or technical support in any setting is required. Experience in a non-profit, social service, or faith-based organization is preferred.

Certifications: Must have a valid driver's license and maintain The Salvation Army Driver's qualification standard; must complete Safe From Harm training within the first 90 days of employment; must have CompTIA A+ certification (or willingness to obtain within 6-12 months)

Skills/Abilities:

• Able to speak, write and understand English in a manner sufficient for effective communication with leadership, field personnel, and clientele.
• Computer proficiency with Microsoft products and ability to learn electronic reporting systems.
• Basic understanding of computer systems, hardware, and software
• Strong communication and customer service skills
• Ability to follow documented procedures and instructions
• Ability to prioritize tasks and manage multiple requests
• Willingness to learn and develop technical skills
• Ability to work both independently and as part of a team

The physical requirements described here are representative of those that must be met by an employee to successfully perform the duties of this job. Reasonable accommodation may be made to enable individuals to perform the essential functions of this job.

Physical Requirements Include:

• Lifting, pulling, and pushing of materials up to 25 pounds
• May require bending, squatting, and walking
• May require standing for extended periods

Travel: as needed to our locations throughout the State of Indiana

Working Conditions: Work is performed in an office environment; may require some weekend and evening work.

All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.

The Salvation Army is an equal opportunity employer. Candidates who are back-to-work, US Veterans, people with disabilities, people who have been impacted by the justice system, and/or people without a college degree are encouraged to apply.

This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of the position. Other job-related responsibilities and tasks may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.