Service Desk Technician

Service Desk Technician At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We have a new opportunity for a Service Desk Technician. Concordia Plans has a reputation for outstanding culture, most recently winning the 2025 Top Workplaces USA award. This honor goes to the country's best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023-2025 Top Workplaces USA award, the Top Workplaces 2021 - 2025 St. Louis Post-Dispatch awards and over the past five years additional special awards for Work-Life Flexibility, Compensation & Benefits, Purpose & Values, Employee Well-Being, Professional Development, Business Health Culture and Appreciation. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community. At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod. General Summary The Service Desk Technician provides frontline technical support and customer service to internal staff and external users. This role ensures seamless user experiences by responding to and resolving technology-related inquiries, troubleshooting issues, and contributing to the continuous improvement of IT support processes. The Service Desk Technician plays a key role in system maintenance, access management, and operational continuity by collaborating with cross-functional IT teams and maintaining high standards of responsiveness, accuracy, and professionalism. Essential Job Functions Provides first-level technical support for hardware, software, system access, and network-related issues by responding to service desk requests through ticketing systems, email, phone, or in person. Assists in the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment to ensure continuous operations. Manages user accounts and access through Active Directory, Azure Active Directory, and Microsoft 365, maintaining appropriate security and permission levels. Supports the configuration, installation, and updates of operating systems, productivity applications, and standard business tools used across the organization. Monitors performance metrics and service levels, ensuring timely and effective resolution of issues in alignment with defined SLAs and KPIs. Maintains accurate and up-to-date documentation, including technical manuals, internal procedures, user guides, and support knowledge bases. Collaborates with infrastructure, cybersecurity, and other IT teams to troubleshoot complex technical issues and support enterprise-wide technology initiatives. Identifies recurring problems, analyzes root causes, and recommends process or technical improvements to enhance system efficiency and end-user satisfaction. Provides clear, courteous, and solution-oriented communication to users at all levels of technical proficiency, promoting positive and professional service experience. Assists in the training of staff on IT systems, support procedures, and self-service resources to promote efficient technology usage. Participates in IT projects and testing efforts, including system upgrades, deployments, and the implementation of new tools or services. Stays current with emerging technologies and best practices in help desk and service support, contributing to a culture of innovation and continuous learning. Education and Experience Bachelor's degree in information technology or equivalent experience, Computer Science, or a related field preferred. 2+ years of experience in a technical support or help desk role. Proficiency in Microsoft 365 administration Proficiency in Active Directory and Azure Active Directory Intermediate knowledge of Windows 10/11 desktop support Knowledge of network infrastructure Knowledge of help desk operations, support processes, and ticketing systems and proficiency in using help desk software and tools. Certifications such as ITIL, CompTIA A+, or Microsoft Role-Based Certifications in 365 are a plus.

Competencies Active Listening:

Able to receive and comprehend speech without judgment in an attentive manner, evaluate and respectfully respond to another person in a way that demonstrates respect and compassion.

Analytical Insight:

Deriving meaningful information and conclusions from analyzing data, revealing patterns, trends and relationships that can inform decision making.

Collaboration:

Builds authentic relationships and harnesses the energy of others. Adapts interpersonal style and models productive dialogue and debate.

Communication:

Communicates clearly and concisely across all channels, reflecting Concordia Plans values and fostering mutual understanding in all internal and external communications.

Consultative Approach:

Listens actively, responding empathetically and constructively to promote trust and clarity, identifying underlying needs and engaging in solution development through open dialogue and strategic questioning.

Data Analysis:

Ability to securely collect, maintain, research, evaluate, and summarize data for utilization in various business practices, data analysis, and reporting. Effectively utilizing relevant information to develop realistic solutions/recommendations.

Data Security:

Able to show discretion, keep confidences and set appropriate boundaries, as well as secure and protect confidential and protected information.

Detail-Oriented:

Demonstrates precision and thoroughness in all work, ensuring accuracy and completeness with a high level of attention to detail.

Learning Agility:

Learns new skills easily, climbs the learning curve rapidly, and applies new knowledge quickly.

Problem-Solving:

Uses rigorous logic, systematic methods, and analysis to solve difficult problems, able to exercise discretion and make decisions to resolve issues and questions, anticipates the implications and consequences of situations and takes appropriate action, is excellent at objective analysis, and asks questions, seeks answers and engages others in analyzing and developing solutions.

Project Management:

Efficiently allocates time, resources, and attention to manage the scope, timelines, and deliverables; keeping teams aligned and stakeholders informed.

Results-Oriented:

Consistently drives toward outcomes, self-motivated and focused on goals while managing time and priorities effectively with minimal supervision.

Social/Interpersonal skills:

Interacts effectively with a wide variety of people, respectfully maintains the dignity of others, willingness to offer others personal incite and perspectives, and able to balance interactions between compassion, encouragement, and accommodation.

Teamwork:

Collaborates across the organization and within own team: Participates fully in assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff and vendor representatives.

Trustworthy:

Acts with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth appropriately and helpfully; keeping confidences; admitting mistakes; doesn't misrepresent him/herself for personal gain.