Service Desk Technician - Level 1 (Cleveland, OH)

Overview 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. We are the largest non-governmental provider of social services in America and every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services. Reporting to the Service Desk Supervisor, the IT Service Desk Technician is responsible for providing technical assistance and support to end-users and systems (hardware and software), resolving IT issues, and ensuring the smooth operation of The Salvation Army's technology environment. This position supports mission-critical technology systems utilized by administrative, social services, retail, rehabilitation, program, and headquarters operations throughout the Territory. Responsibilities include incident and request management aligned with ITIL best practices, advanced troubleshooting, root cause analysis, identity and access management support, asset lifecycle coordination, endpoint security support, project participation, and collaboration with other IT functions to ensure quality service delivery. The role requires exceptional customer service, effective communication, strong organizational skills, sound technical judgment, and a working knowledge of Windows PCs, Macs, Microsoft 365, mobile devices, and related peripherals. Keen attention to detail and the ability to prioritize competing demands within a service-oriented framework are essential. This position requires approximately 35 hours of work per week and is onsite. Responsibilities 1. Provide first-level and intermediate technical support for desktops, laptops, printers, mobile devices, and peripherals, including incident logging, triage, escalation, and resolution in alignment with ITIL Incident Management practices.2. Troubleshoot client-side network connectivity issues, support remote access solutions, and ensure access to approved systems and services including Microsoft 365, Outlook, Teams, OneDrive, SharePoint Online, and other enterprise applications.3. Process approved service requests including account provisioning, password resets, access management requests, software installations, mobile device support, website access requests, and authorized user configuration changes under ITIL Request Fulfillment procedures.4. Assist with identity and access management activities, multifactor authentication administration, account lifecycle support, endpoint compliance validation, and enforcement of organizational security standards. 5. Install, configure, and support enterprise applications and software in compliance with organizational standards, cybersecurity requirements, and Change Management…