What are the responsibilities and job description for the Service Desk Analyst position at Samaritan Ministries International?
About Company
Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another’s medical needs through prayer, encouragement, and financial support.
From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom.
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
Competencies
Benefits Include:
Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another’s medical needs through prayer, encouragement, and financial support.
From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom.
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
Competencies
- Service Management Processes
- IT Support Troubleshooting
- Infrastructure
- Problem Solving
- Fostering Communication
- Planning and Organizing
- Collaborating with Others
- Acting with Integrity, Empathy, and Compassion
- Neighbor Focus
- Pursuing Excellence
- 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
- Keeping a clean workspace and work environment
- Adhering to Service Desk standard policies and procedures
- Experience in customer service work
- Ministry experienced preferred
- Basic IT technical knowledge required
- ITIL
- IT Fundamentals
- CompTIA IT
- Good English and communication skills
- Exceptional customer service/people skills
- Organized and orderly
- Quick learner
- Above average basic computer skills, and familiarization with Windows, Mac, MS Office, and various web browsers
- Ability to think clearly and analytically
- Maintains confidentiality and security
- Willingness to grow in skills, knowledge and capability, in line with goals agreed upon with Manager
- Agreement with the information technology vision and objectives
- Tasks are normally conducted in a regular office environment, requiring use of computer and mouse and other standard office equipment. Staff usually remain in a stationary position, often standing or sitting for prolonged periods.
- Staff will observe safety principles while performing the duties of the position.
- Staff may be required to travel and have a valid driver's license
- Must regularly lift and move up to 35 lbs., and on occasion 50 lbs. with assistance.
- 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.
- This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.
Benefits Include:
- Performance-based incentive pay
- SMI Membership with monthly healthcare bonus
- Health Insurance: MEC plan with employer HSA contribution
- 401K Retirement plan with employer contribution
- Life Insurance
- Short-term disability
- Dependent Care Flexible Spending Account
- Time Off: 9 company paid holidays, 5 missions days accrued annually, maternity and paternity leave, FMLA, Bereavement, and weekly accrued PTO (40 hours to use after 30 days 80 hours accrued for 48 weeks)
- Health club or home workout benefits for participating staff
- Formal staff development and leadership training
- Spiritual support and counseling through our staff support office
- Repeatedly certified as a Best Christian Workplace
Salary : $18 - $24
