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.

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

Last updated : 2024-05-29