Samaritan's Purse

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Lead Service Desk Analyst

at Samaritan's Purse

Posted: 8/31/2020
Job Status: Full Time
Job Reference #: 11616
Categories: Other/General
Keywords:

Job Description

* USA-NC-Boone-IHQ

Job Category

Samaritan's Purse (SP) is a non-denominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. For over 40 years, 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.

Opportunity Overview:

We have an incredible opportunity for a Lead Service Desk Analyst to join our global Service Desk Team! This Lead Analyst analyzes, designs, documents, tests, reports, diagnosis and resolves advanced Service Desk troubleshooting issues. This role serves as the highest Tier Service Desk Analyst overseeing all ticketing Service Desk systems and requests, and serves as the escalation point for advanced Service Desk requests. This is a great opportunity for an analyst who wants to be in a leadership position, helping to lead and train other Service Desk analysts. If you are searching more than just a job, but a Career with lasting impact, come see how we accomplish that!

Technical Requirements:

  • Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ.
  • Functions as the highest Tier Service Desk Analyst overseeing all ticketing Service Desk systems and requests, and serves as the escalation point for level I-II Service Desk Analysts.
  • Analyzes, designs, documents, tests, reports, diagnosis and resolves advanced Service Desk troubleshooting issues.
  • Oversees all Service Desk Ticketing requests and leads in processing both domestic and international Service Desk ticketing actions.
  • Oversees, and mentors more junior level Service Desk staff and thus supports elevated technical issues in person or by remote tools as needed and alerts management of recurring problems or patterns of problems.
  • Supports the Service Desk Manager in running the daily ticketing tasks, and planning for the Service Desk Team.
  • Adheres to ITIL complains and the ITSM framework.
  • Maintains relevant ITSM or ITIL certification and Network+ preferred.
  • Works to improve existing Service Desk processes by recommending possible changes and improvements to the existing Service Desk processes and procedures.
  • Creates documentation and procedures for specific tasks, such as installation of various software.
  • Trains site staff on proper use of available supported technologies and is a key communicator to the Service Desk Manager regarding Service, Incident and Problem Management improvement and Knowledge Management transfer. 
  • Analyzes needs and capacity of field offices to properly plan for and assess needs both for initial system design as well as for ongoing performance and capacity planning.
  • Serves alongside the Service Desk Manager in maintaining technology inventory and storage so that blockages in efficiency in the Service Desk process is reduced and working inventory is fully utilized.
  • Helps the Service Desk Manager with all ticketing request responsibilities.
  • Provides ongoing Service Desk support to field work.

Ministry/Mission Requirements:

  • Faithfully upholds the ministry in prayer.
  • Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ.
  • Consistently participates in daily staff devotions.
  • Demonstrate behavior aligned with SP’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations.
  • Effectively represents Jesus Christ to those within both personal and professional spheres of influence.
  • Maintain a strong Christian witness to colleagues, vendors, charitable beneficiaries, and the general public.
  • Follows policies and procedures of Samaritan’s Purse as set forth in the Policy Manual.

Our Benefits:

  • Career with Purpose!
  • Great work/life balance
  • Extremely Competitive 401(k) retirement savings plan (high matching)
  • Extremely Competitive Medical, prescription, dental & vision insurance
  • Competitive vacation and time off benefits
  • Flexible Spending Account (FSA)
  • Long term and short term disability insurance

Samaritan’s Purse Distinct Objectives:

PROCLAIM THE GOSPEL - EXALT Christ and share the Gospel while working in His Name around the world

SERVE WITH EXCELLENCE - EXCEED the world’s standard while serving the purposes of God’s kingdom

RESPOND WITH COMPASSIONATE ACTION - EXPEDITE our response to needs as the Lord reveals opportunities to minister

DEMONSTRATE BIBLICAL INTEGRITY - EXHIBIT character and integrity personally, at home and work

WALK IN BOLD FAITH - EXPECT God to do the impossible


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)



Posted 30+ Days Ago

Full time

11616

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