The Navigators

  • Service Desk Administrator

    Job Locations US-CO-Colorado Springs
    Category (Portal Searching)
    Information Technology
  • Overview

    The Service Desk Administrator shall serve The Navigators and fulfill the responsibilities listed below in the spirit of The Navigators calling, values and purpose:  To advance the Gospel of Jesus and His kingdom into the nations through spiritual generations of laborers living and discipling among the lost. 

     

    This position ensures desktop computer operations so that end users can accomplish business tasks, which includes receiving, prioritizing, documenting and actively resolving end user help requests, and escalating incidents according to the corporate escalation policy.  Problem resolution may involve the use of diagnostic tools, as well as require individual in-person, hands-on help at the desktop level.

    Responsibilities

    Strategy & Planning

    • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
    • Alert management to emerging trends in incidents.

     

    Acquisition & Deployment

    • Assist in software releases, roll-outs and communication to the end users.

     

    Operational Management

    • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
    • Be the first point of contact with the customer via telephone, in-person, or remote connection to review the issue with the customer.
    • Document all pertinent end user identification information, including name, department, contact information, issue statement etc as detailed in the corporate ticketing system.
    • Create procedures for resolving repeated desktop troubles.
    • Prioritize and schedule problems escalating them using the escalation process.
    • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
    • Install anti-virus software and ensure virus definitions are up-to-date.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Test fixes to ensure problem has been adequately resolved.
    • Perform post-resolution follow ups to help requests.
    • Develop help sheets and FAQ lists for end users.

    Qualifications

    • Belief in and adherence to the Statement of Faith and Mission of The Navigators.

     

    • Formal Education & Certification

      • College diploma or university degree in the field of computer science and/or 1-2 years equivalent work experience.
      • Certifications desired in the following technologies: Microsoft Windows, Apple OSX, Networking, Dell Desktops, HP Desktops

       

      Knowledge & Experience

      • Knowledge of basic computer hardware, including HP and Apple.
      • Experience with desktop and server operating systems, including Windows, Apple OSX, and Linux.
      • Extensive application support experience with Microsoft Office and Adobe Acrobat.
      • Working knowledge of a range of diagnostic utilities for troubleshooting desktop issues.
      • Familiarity with the fundamental principles of ITIL.
      • Exceptional written and oral communication skills.
      • Exceptional interpersonal skills, with a focus on listening and questioning skills.
      • Strong documentation skills.

       

      Personal Attributes

      • Ability to conduct research into a wide range of computing issues as required.
      • Ability to absorb and retain information quickly.
      • Ability to present ideas in user-friendly language.
      • Highly self-motivated and directed.
      • Keen attention to detail.
      • Proven analytical and problem-solving abilities.
      • Ability to effectively prioritize and execute tasks in a high-pressure environment.
      • Exceptional customer service orientation.
      • Experience working in a team-oriented, collaborative environment.

       

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