IT Service Desk Analyst

Application deadline: October 02, 2025

The IT service desk analyst is responsible to ensure consistent operation of HOPE’s technology resources so that end users can accomplish business tasks. This includes managing technology assets (both hardware and software), administration of user accounts, addressing service desk requests, training staff members, and supporting videoconferencing and event technology. Completing these important support activities directly relates to HOPE International’s ability to accomplish its mission and serve our clients around the globe.

• Location: Lancaster, PA, United States
• Level: Professional
• Salary range: $47,000-$57,000
• Type: Full-time
• Department: Information Technology
• Reports to: Senior IT Services Manager

Responsibilities

• Promote and contribute to the fulfillment of HOPE International’s mission and vision

Asset Management

• Manage end user hardware (i.e. computers, peripherals, phones, and tablets) throughout the full lifecycle, including deployment, maintenance, replacement, and retrieval/decommissioning
• Track user accounts over a diverse software library and perform regular audits to ensure accurate and efficient use of product licenses
• Control staff access to main office through management of the door access card system
• Enroll and manage devices in local Active Directory, mobile device management, and unified endpoint management systems

Account Management

• Administer a variety of user accounts, email addresses, access permissions, etc. through staff onboarding, job changes, and departure
• Manage the company’s mobile phone account by activating new lines and equipment, servicing plan changes, and deactivating lines, with a goal to maximize cost-efficiency for individual staff needs

Service Desk Support

• Field, track, and document incoming requests and outcomes from end users in a courteous manner while building long-term rapport
• Use diagnostic and help request tracking tools, such as Jira Service Management, to aid in supporting staff
• Perform desktop-level support, including remote access support, installing/upgrading software, installing/fixing hardware, implementing file backups, and configuring systems and applications
• Evaluate resolutions and analyze trends for ways to prevent future problems
• Prioritize and schedule problems, and escalate problems (when required) to the appropriate person
• Apply diagnostic utilities to aid in troubleshooting
• Research both internal and external knowledge bases, forums etc. for solutions to problems
• Test fixes and perform post-resolution follow-ups to ensure problem has been adequately resolved
• Perform preventative maintenance, including checking of workstations, printers, and peripherals
• Participate in an on-call rotation for emergency support outside of office hours
• Troubleshoot tier 1 network and server issues
• Assist with supporting staff in the field

User Training

• Develop help sheets, frequently asked questions lists, and other documentation for both internal IT use and for end users
• Conduct IT orientations for new staff
• Take advantage of all opportunities to educate staff in efficient, effective, and secure use of provided technology

AV and Meeting Technologies

• Install and maintain videoconferencing equipment in meeting spaces
• Host videoconference calls on platforms such as Zoom and Microsoft Teams for large staff meetings
• Recruit, train, and coordinate volunteers to assist with hosting videoconference calls
• Respond to technical questions regarding videoconference platforms
• Assist with audio/video technology for staff events

Qualifications

• Personal confession of Christian faith and commitment to the mission and vision of HOPE International
• Bachelor’s degree in the field of computer science, information technology/systems, or equivalent experience/training
• Minimum of 2 years’ experience in information technology or related field
• Knowledge of basic computer hardware, including laptops, desktops, printers, mobile devices, and projectors
• Experience with Windows operating systems, including Microsoft Windows 10/11
• Mac OS, and/or Windows Server experience preferred, but can be trained
• Proficiency in supporting common applications, such as Microsoft Office, and various SaaS tools
• Strong interpersonal, written, and oral communication skills
• Experience using videoconferencing technologies, such as Zoom or Microsoft Teams
• Proficiency in Audio/Video equipment preferred, but can be trained
• Ability to quickly research and learn a wide range of technology knowledge
• Analytical and problem-solving abilities
• Ability to lift up to 15 pounds
• International experience preferred (but not required)
• Willingness to travel internationally to the countries where HOPE operates
• Ability to effectively prioritize and execute tasks
• Ability to work as part of a team
• Exceptional customer service orientation