Job Listing

Job Description: Application deadline: March 01, 2026

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: $50,000-$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

IT Service Desk Analyst

HOPE International

Follow Us on LinkedIn

Subscribe To Thursday Three