Service Desk Analyst

The Christian Broadcasting Network (CBN) is seeking a Service Desk Analyst to provide on-site and telephone technical support to clients whose needs include software installation and configuration to hardware problem resolution. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Problem resolution may involve the use of diagnostic and service request tracking tools as well as require in-person, hands-on help at the desktop level.

The successful candidate will have the following qualifications:

  • Two to three (2-3) years of IT support experience and/or a technical degree
  • Ability to research, troubleshoot, document, and resolve issues related to Windows, MAC OS, and Adobe Creative Cloud
  • Working knowledge of desktop operating systems, including Windows 7 and 10
  • Working knowledge of OSX 10.8 – 10.11
  • Experience or working knowledge with Office applications including Word, Excel, Access, PowerPoint, Project, Visio, Apple Numbers, Pages, and Keynote
  • Experience working with Malware, Adware, and Virus diagnostic utilities
  • Experience working with VPN, Remote Desktop, Active Directory and Outlook
  • Understanding of SMB, AFP, NSF network connection protocol
  • Knowledge of Apple Bootcamp
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questions skills
  • Experience at working both independently and as an effective member of a team
  • Assist & educate Analyst I’s with common MAC or PC troubleshooting
  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Understanding of how to use Apple remote Desktop for Apple Management and Dameware Remote control for PC management
  • Must be able to learn, understand, and apply new technologies
  • Understanding how to deploy Packages using Apple remote desktop, is a plus
  • Knowledge of Jamf Casper Self Service is desired
  • Knowledge of virtual environment (VMWare vSphere and View)  would be a plus
  • Experience in connecting to VMWare VDI Virtual Machines or installing VMware Fusion on a Mac system


  • Required: MCP and/or MCDST, A+.
  • Desired - ACMT , Apple Certified Macintosh Technician Certification
  • Desired:  Apple Certified Support Professional 10.11 Cert
  • Desired: Industry standard Service Desk certification