Service Desk Analyst
Seattle's Union Gospel Mission, Renton, WA, United States
We are seeking a motivated and detail-oriented Service Desk Analyst with 1–3 years of helpdesk experience to provide Tier 1 and Tier 2 technical support across our organization. This in‑office role is responsible for delivering high‑quality end‑user support, troubleshooting technical issues methodically, and ensuring timely resolution through effective ticket management. The ideal candidate has strong experience supporting Windows devices, Software as a Service (SaaS) applications, networking fundamentals, and user lifecycle management (onboarding/offboarding). A passion for automation and continuous improvement is highly encouraged.
Scheduled: Monday – Friday 8:30 AM – 5:00 PM
Target starting pay: $29.62
How You Will Serve
In‑person, five days a week, provide remote and in‑person technical support for hardware, software, and SaaS applications.
In addition to primarily working at our Administration Office, work onsite at additional Mission locations to support office hours is required.
Troubleshoot issues methodically using structured problem‑solving techniques.
Diagnose and resolve Windows operating system issues, device configuration problems, and application errors.
Escalate complex issues appropriately while maintaining ownership and communication.
Manage and document incidents and service requests in the internal ticketing system.
Prioritize and track tickets to ensure SLA compliance.
Maintain detailed documentation of resolutions and recurring issues.
Contribute to internal knowledge base documentation.
Support cloud‑based SaaS platforms (e.g., Microsoft 365, Google Workspace, CRM, HRIS, etc.).
Troubleshoot login, access, and configuration issues.
Assist with license management and permissions.
Execute onboarding and off‑boarding processes, including management of user accounts across systems.
Configure new devices and ensure secure set‑up standards.
Coordinate access control based on security policies.
Basic troubleshooting of:
Wi‑Fi connectivity
Network access issues
VPN connections
Firewall‑related access problems
Understand and follow IT security best practices.
Support endpoint security tools and patching processes.
Attend and participate in all Mission, Division and Department meetings and training, as required.
Any other job‑related duties as assigned by supervisor.
How You Qualify
1 to 3 years of experience in a Service Desk or Helpdesk role.
Experience providing Tier 1 and Tier 2 technical support (required).
Strong knowledge of Windows operating systems and end‑user device troubleshooting.
Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk, etc.).
Basic networking knowledge (Wi‑Fi, TCP/IP fundamentals, DNS, DHCP, firewalls).
Experience supporting SaaS applications.
Understanding of onboarding and off‑boarding processes.
Experience with asset and inventory management.
Associate’s degree (AA) or equivalent technical training.
Exposure to identity management tools (Okta, Azure AD, etc.).
CompTIA A+ Certification (strongly preferred).
Experience with Microsoft 365 administration (preferred).
Basic scripting or automation experience (PowerShell preferred).
Experience in security‑conscious or regulated environments (preferred).
Benefits
Medical / Dental / Vision
Basic Life Plan – 100% company paid
Voluntary Products including Life, AD&DD, Disability, Accident and Critical Illness insurance
EAP and 24/7 Virtual Mental Health – 100% company paid
4 weeks of paid vacation (accrued)
Accrued paid sick time
11 paid holidays + 1 Floating Holiday
Personal Day and Birthday holiday
Retirement benefits w/ company match
Continuing Education Reimbursement Program
Work Environment While performing the duties of this job, the employee is frequently required to sit for extended periods of time in a temperature‑controlled environment. Occasionally employee will stand, balance, twist, stoop, kneel and reach with hands/arms. Frequently uses computers, keyboarding and talks on the phone. Occasionally lifts up to 40 pounds and walks, use stairways to climb to multiple floors within the company. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.
This position is subject to pre‑employment, criminal background check and must be able to pass a 4‑panel drug screen.
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Scheduled: Monday – Friday 8:30 AM – 5:00 PM
Target starting pay: $29.62
How You Will Serve
In‑person, five days a week, provide remote and in‑person technical support for hardware, software, and SaaS applications.
In addition to primarily working at our Administration Office, work onsite at additional Mission locations to support office hours is required.
Troubleshoot issues methodically using structured problem‑solving techniques.
Diagnose and resolve Windows operating system issues, device configuration problems, and application errors.
Escalate complex issues appropriately while maintaining ownership and communication.
Manage and document incidents and service requests in the internal ticketing system.
Prioritize and track tickets to ensure SLA compliance.
Maintain detailed documentation of resolutions and recurring issues.
Contribute to internal knowledge base documentation.
Support cloud‑based SaaS platforms (e.g., Microsoft 365, Google Workspace, CRM, HRIS, etc.).
Troubleshoot login, access, and configuration issues.
Assist with license management and permissions.
Execute onboarding and off‑boarding processes, including management of user accounts across systems.
Configure new devices and ensure secure set‑up standards.
Coordinate access control based on security policies.
Basic troubleshooting of:
Wi‑Fi connectivity
Network access issues
VPN connections
Firewall‑related access problems
Understand and follow IT security best practices.
Support endpoint security tools and patching processes.
Attend and participate in all Mission, Division and Department meetings and training, as required.
Any other job‑related duties as assigned by supervisor.
How You Qualify
1 to 3 years of experience in a Service Desk or Helpdesk role.
Experience providing Tier 1 and Tier 2 technical support (required).
Strong knowledge of Windows operating systems and end‑user device troubleshooting.
Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk, etc.).
Basic networking knowledge (Wi‑Fi, TCP/IP fundamentals, DNS, DHCP, firewalls).
Experience supporting SaaS applications.
Understanding of onboarding and off‑boarding processes.
Experience with asset and inventory management.
Associate’s degree (AA) or equivalent technical training.
Exposure to identity management tools (Okta, Azure AD, etc.).
CompTIA A+ Certification (strongly preferred).
Experience with Microsoft 365 administration (preferred).
Basic scripting or automation experience (PowerShell preferred).
Experience in security‑conscious or regulated environments (preferred).
Benefits
Medical / Dental / Vision
Basic Life Plan – 100% company paid
Voluntary Products including Life, AD&DD, Disability, Accident and Critical Illness insurance
EAP and 24/7 Virtual Mental Health – 100% company paid
4 weeks of paid vacation (accrued)
Accrued paid sick time
11 paid holidays + 1 Floating Holiday
Personal Day and Birthday holiday
Retirement benefits w/ company match
Continuing Education Reimbursement Program
Work Environment While performing the duties of this job, the employee is frequently required to sit for extended periods of time in a temperature‑controlled environment. Occasionally employee will stand, balance, twist, stoop, kneel and reach with hands/arms. Frequently uses computers, keyboarding and talks on the phone. Occasionally lifts up to 40 pounds and walks, use stairways to climb to multiple floors within the company. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.
This position is subject to pre‑employment, criminal background check and must be able to pass a 4‑panel drug screen.
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