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 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 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 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 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 Comp. TIA 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