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Service Desk Analyst II

Location: Boone, NC, United States
Job ID: 13485
Date Posted: Jul 15, 2022

Job Description

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Samaritan’s Purse is seeking a Service Desk Analyst II to join our team in Boone, NC. You can be a part of a highly professional Information Technology team. As a Service Desk Analyst II you will deliver quality customer service to Samaritan’s Purse IT customers domestically and internationally by providing support for any technology service or product that is available in the IT Service Catalog. The position concentrates on and specializes in macOS and iOS mobile devices. You will respond to service desk requests (phone, email, ticketing system, and in person) at the Tier II and Tier I level with professionalism and compassionate action that is representative of the ministry. Come and use your gifts daily to advance the Gospel!

A day in the life of a Service Desk Analyst II:

At Samaritan’s Purse, the Gospel really is the center of all we do!  We start each day with a time of devotions and spend time praying for each other, our staff and volunteers who serve around the globe. 

In the role of Service Desk Analyst II you will have the opportunity to:

  • Maintain your personal relationship with Jesus Christ and be an effective witness for Him
  • Serve with specialized and concentrated knowledge in macOS, iOS, bash, zshell and Jamf Pro platforms, supporting these platforms with expertise on hardware, software, and OS
  • Provide redundant backfill support for all Apple iOS mobile device issues, and Apple macOS devices when primary staff are absent or need additional assistance
  • Assist in the administration of the Mobile Device Management system, including adds, changes, and deletes as equipment is deployed, repurposed, or taken out of service
  • Support technical issues in person or by remote tools as needed
  • Alert management of recurring problems or patterns, and provide support for both domestic and international staff as necessary
  • Serve as the escalation point for multiple Service Desk Analyst I employees
  • Improve existing Service Desk processes by recommending possible changes and improvements
  • Log and track all Service Desk interactions in the Service Desk ticketing system
  • Visit field office sites (domestic and international) on a periodic basis to ensure a high level of customer service and support
  • Determine user requirements and analyze alternative solutions in regard to these user requirements
  • Research and recommend new hardware and/or software solutions to improve efficiency and resolve business problems
  • Handle moderately complex IT troubleshooting issues. Work closely with hardware, software, and basic system issues with an emphasis on Apple iOS or macOS troubleshooting
  • Escalate advanced IT problems and tasks to the Service Desk Analyst III when necessary, including IT infrastructure team questions and collaboration needs requested by IT system teams
  • Create documentation and procedures for specific tasks, including installation of various software
  • Proactively maintain user IT systems to ensure proper and secure functionality. Analyze methods to improve efficiency, security, and customer experience
  • Maintain ITIL compliance for Service Desk systems and operations while following ITSM framework and protocols
  • Analyze, design, document, test, report, diagnose, and resolve advanced Service Desk troubleshooting issues
  • Provide on-call support after hours and on weekends as needed by management to fulfill the department Service Level Agreement and Internal Operating Procedures
  • Provide excellent customer service for staff, vendors, and volunteers
  • Follow policies and procedures of Samaritan’s Purse as set forth in the Policy Manual
  • Attend daily morning devotions and participate in prayer support for the ministry, donors and volunteers
  • Maintain a strong Christian witness to colleagues, vendors, charitable beneficiaries, and the general public
  • All other duties as assigned

Check out why people love serving with Samaritan’s Purse:

Qualifications & Experience:

  • Bachelor’s degree from a college or university and two (2) to three (3) years of experience; or Associate’s Degree and four (4) years of related work experience and/or training; or equivalent combination of education and experience
  • General knowledge of IT Ticketing Systems including Jira and ServiceNow
  • General knowledge of macOS and IOS mobile devices troubleshooting
  • General knowledge of common software platforms and operating systems including MS Office and Windows
  • Relevant ITSM or ITIL certification and Network+ preferred
  • Twelve credit hours of college-level Biblical studies strongly preferred

Job Location: Boone, NC

Type:  Full-Time

Language Requirement:  Fluency in English (required)


  • Medical, prescription, dental & vision insurance
  • Flexible Spending Account (FSA)
  • Long-term and Short-term disability insurance
  • Term Life Insurance
  • 401 (k) retirement savings plan
  • 10 paid holidays
  • 12 vacation days
  • 10 sick/personal days

Samaritan's Purse Mission Statement:

Samaritan's Purse is a nondenominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. Since 1970, Samaritan's Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine with the purpose of sharing God's love through His Son, Jesus Christ. The organization serves the Church worldwide to promote the Gospel of the Lord Jesus Christ.

Samaritan's Purse Statement of Faith:

* We believe the Bible to be the inspired, the only infallible, authoritative Word of God.  (1 Thessalonians 2:13; 2 Timothy 3:15-17)

* We believe that there is one God, eternally existent in three persons:  Father, Son, and Holy Spirit.   (Matthew 28:19; John 10:30; Ephesians 4:4-6)

* We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory.   (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15)

* We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7)

* We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life.   (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10)

* We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment.  (1 Corinthians 15:51-57; Revelation 20:11-15)

* We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church.  (1 Corinthians 12:12, 27; Ephesians 1:22-23)

* We believe that the ministry of evangelism and discipleship is a responsibility of all followers of Jesus Christ.   (Matthew 28:18-20; Acts 1:8; Romans 10:9-15; 1 Peter 3:15)

* We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made to complete each other.  God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society.  For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female.   (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9)

* We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism.   (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15)

* We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen.   (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10) 

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    Location: Boone, NC, United States
    Date Posted: Jul 15, 2022

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