IT Service Desk Analyst I

Daystar is seeking an IT Service Desk Analyst I professional with a servant’s heart to join our Information Technology team. This individual serves as a primary point of contact for employee technical support, responsible for resolving common Level 1 issues, maintaining accurate ticket documentation, supporting user accounts and devices, and escalating more advanced issues to the appropriate IT team.

Must be a Christian committed to the Gospel of Jesus Christ. Duties & Responsibilities The ideal candidate is organized, dependable, resourceful, customer-focused, and able to communicate clearly with both technical and non-technical users. Travel between Daystar locations and occasional evening or weekend support will be required.

Occasional overnight, weekend, and after-hours support will be required, especially during fundraiser events. Provide Level 1 technical support by phone, email, remote support, and in person. Troubleshoot common hardware, software, Microsoft 365, printing, mobile-device, and user-access issues. Own assigned tickets from initial contact through resolution or escalation.

Document, categorize, prioritize, and update all requests in the ITSM system. Respond to tickets according to established SLAs and escalation procedures. Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office. Assist with Active Directory and Microsoft Entra ID tasks including password resets, account lockouts, group membership, and basic access requests.

Manage Devices and Users in Intune Assist with employee onboarding, transfers, and offboarding. Configure, deploy, troubleshoot, and replace Windows and Apple computers and peripherals. Install approved software according to IT policies. Assist users with iPhones, iPads, Android devices, MFA, email, and approved applications.

Install and troubleshoot printers, scanners, and common office technology. Maintain accurate IT asset and equipment records. Create and maintain Help Desk procedures and Knowledge Base articles. Identify recurring issues and recommend improvements to Help Desk processes. Escalate advanced issues to Systems, Security, Network, Applications, or other IT teams with complete troubleshooting documentation.

Assist with IT deployments, upgrades, office moves, and other assigned projects. Participate in the Help Desk on-call rotation. Escalate issues to Management as needed. Work collaboratively within the IT Help Desk Team under the IT Help Desk Manager's leadership. Required Qualifications Previous professional Help Desk, Service Desk, Desktop Support, or Technical Support experience.

Experience supporting Windows 11 and Microsoft 365. Experience with Active Directory and familiarity with Microsoft Entra ID. Experience supporting computers, printers, mobile devices, and common office technology. Experience using an IT ticketing or ITSM system. Strong troubleshooting, documentation, communication, and customer-service skills.

Ability to prioritize multiple requests and know when to escalate an issue. Ability to work independently and collaboratively within an IT team.

Preferred Qualifications

CompTIA A+, Security+, or Microsoft certification Microsoft Intune certification or experience Microsoft 365 administration certification or experience macOS support experience Remote-support tool experience Education Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience and technical training.

PHYSICAL DEMANDS: Must be able to sit at workstation for extended periods of time

• Requires normal range of hearing and vision Must be able to work shifts as scheduled. Must be able to work extended hours during special fundraisers, including the weekends and on call.