1+ months

Senior Service Desk Specialist

Board of Pensions of the Presbyterian Church (U.S.A.)
Philadelphia, PA 19103
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The Board of Pensions of the Presbyterian Church (U.S.A.) in Philadelphia is seeking a Senior Service Desk Specialist to be responsible for providing computer and network support to Board of Pensions' users and will install, configure, maintain, test, and resolve Information Technology issues for desktop and laptop computers, mobile devices, software, printers, and associated hardware. This individual provides 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, providing computer hardware, software, and network support while determining priorities and analyzing technology trends. The Senior Service Desk Specialist provides 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. Additionally, this individual provides remote after-hours support via PagerDuty as part of an on-call rotation.

The Ideal Candidate Possesses

  • Bachelor's degree required, preferably in information technology or related field;
  • Minimum 3-4 years 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 10, Microsoft Office 365, LogMeIn Rescue, Cisco AnyConnect VPN, virtual meeting platforms including Zoom and Teams, Cisco Jabber, Active Directory, and Salesforce;
  • Ability to manage and deploy images and applications to all Board user devices through Microsoft SCCM;
  • Ability to create, support, and maintain an up-to-date knowledge management system containing procedures, guidelines, documentation, and support articles for the Board's self-service portal;
  • Ability to 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;
  • Ability to work independently on multiple assignments, following each through to closure; and to work as part of a highly motivated and effective team;
  • Ability to be on-call as part of an after-hours on-call support rotation providing remote support via PagerDuty app; and
  • Ability to effectively work remotely utilizing an uninterrupted broadband internet connection.

The Ideal Candidate Strongly Desires To Serve the Board of Pensions with

  • Excellent oral, written, and interpersonal communications skills;
  • Excellent analytical and technical problem-solving ability, with attention to detail and accuracy;
  • A desire to stay current and maintain a level of expertise with technology advances in personal computer hardware and software via seminars, literature, and formal training;
  • An ability to learn and understand the work of the Board's business units;
  • An ability to take initiative and proactively support and anticipate client needs;
  • An ability to provide technical support at off-site meetings, including the Board of Director and General Assembly meetings; and
  • A positive, problem-solving, solution-driven client focus.

The Ideal Candidate Would Receive

  • Medical and retirement benefits
  • Minimum of 22 days' personal leave, plus sick time and paid holidays
  • Employer matching contributions to 403(b)(9) plan
  • Up to 70 percent tuition reimbursement
  • Health and well-being resources;
  • Satisfaction gained from working for a service-oriented employer; and
  • Volunteer and other service opportunities in the community at large.

View our TogetherApart video and see and hear from prospective colleagues at the Board of Pensions. If you believe you have the professional and personal credentials to join us as a colleague and would like to support the Board of Pensions as we serve more, serve better, and serve the Church, please apply at: http://pensions.hrmdirect.com/employment/job-opening.php?req=1604244&&#job

About the Board of Pensions

The Board of Pensions of the Presbyterian Church (U.S.A.) is committed to engaging the entire Church in becoming inclusive of diverse racial, ethnic, cultural, and language groups. As an agency of the Church, we share in and align with its values. Our staff is diverse in gender, ethnicity, religious beliefs, sexual orientation, and generation, reflecting the community around us. Our different perspectives foster creativity, and mutual respect enables us to execute the ideas that creativity generates.

Candidates from Presbyterian communities in the global south and other historic Presbyterian Communities of Color, preferably with theological training and fluency in languages other than English, are encouraged to apply.

The Board of Pensions of the Presbyterian Church (U.S.A.) is an equal opportunity employer.


Posted: 2021-05-14 Expires: 2021-06-15

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Senior Service Desk Specialist

Board of Pensions of the Presbyterian Church (U.S.A.)
Philadelphia, PA 19103

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