What are the responsibilities and job description for the Senior Service Desk Specialist position at The Board of Pensions of the Presbyterian Church (U.S.A.)?
The role:
The Senior Service Desk Specialist is responsible for providing computer and network support to Board of Pensions’ users, and will install, configure, maintain, test, and resolve Information Technology related issues for desktop and laptop computers, mobile devices, software, printers, and associated hardware.
What you will do:
Provide user assistance with desktop, remote and mobile access and will monitor, track, assign, and complete incoming requests utilizing the IT Service Desk work order system Cherwell and ServiceNow, providing computer hardware, software, and network support, while determining priorities and analyzing technology trends.
Provide technical support for local and remote meetings, including the setup of laptops, projectors, video conference cameras, and other hardware and software installation, and coordination of network access.
Provide remote after-hours support via PagerDuty as part of an on-call rotation.
Manage and deploy images and applications to all Board user devices through Microsoft SCCM.
Maintain Board equipment and Service Desk supply inventories in compliance with team procedures to ensure continued services, including researching Service Desk purchases, providing budget support, and minimizing the risk of loss or theft of equipment and supplies.
Create, support, and maintain an up-to-date knowledge management system containing procedures, guidelines, documentation, and support articles for our Cherwell self-service portal.
What you need to succeed in the role:
Bachelor’s degree required, preferably in information technology or related field;
Minimum 3 - 4 years of recent, demonstrated hands-on computer Service desk experience, or an equivalent combination of technical education, certification and experience;
Proficiency in supporting and diagnosing technical issues with computer hardware, mobile devices, local area networks, network printing and related software, including Microsoft Windows 11, Microsoft Office 365, LogMeIn Rescue, Cisco AnyConnect VPN, virtual meeting platforms including Zoom and Teams, Cisco Jabber, Active Directory, and Salesforce;
Excellent oral, written, and interpersonal communications skills;
Excellent analytical and technical problem-solving ability, with attention to detail and accuracy;
Ability to work independently on multiple assignments, following each through to closure;
Ability to work as part of a highly motivated and effective team;
Ability to stay current and maintains level of expertise with technology advances in personal computer hardware and software via seminars, literature, and formal training.
We offer a generous benefits package for eligible employees.
Medical, dental, and vision coverage.
Defined benefit pension plan.
403(b)(9) retirement savings plan.
Generous paid time off, including sick time, holidays, and 22 days of personal leave.
Tuition assistance.
Employee Assistance Plan and other health and well-being resources.
Employer-paid death benefits with opportunities to purchase additional coverage.
Employer-paid Short-Term and Long-Term disability coverage.
Access to the Board’s education and grant assistance programs.
Discount programs on entertainment, travel, and more.
Satisfaction gained from working for a service-oriented employer.
Volunteer and other service opportunities in the community at large.
Our recruiting process is simple.
If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.
To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.
We are an Equal Opportunity Employer.
The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.
