Help Desk Specialist

Job Description

Job Description

Reports to: Director of IT

Hours Commitment: Full-time hours (40 hours/week, Sunday-Thursday schedule) with regular weekend responsibilities and after-hours support as needed. 

 

Objective:  The Help Desk Specialist serves as the first point of contact for all IT and Production Services (AVL) support requests. This role is responsible for delivering a high-quality, customer-first support experience by triaging tickets, communicating clearly, and ensuring issues are routed, documented and resolved efficiently.

This individual sets the tone for a culture of exceptional customer service, bringing a balance of responsiveness, care, and follow-through, and they play a key role in supporting ministry through technology and production.

Personal Qualifications:

• Have a personal relationship with Jesus and demonstrate ongoing spiritual growth through everyday habits and practices. 
• Support LCBC’s mission to introduce people to Jesus and together fully follow him, along with our ministry philosophy, priorities, and beliefs.
• Be a leader who is:
  • Focused: Work hard with urgency and intensity
  • Collaborative: Bring others into your work, give and ask for feedback
  • Growth-minded: Plan for growth and be ready for when God wants to move by pursuing personal, spiritual, and professional development
• Lead the way in LCBC’s values: We run after the one, we pursue excellence, we prioritize relationships, we deploy people for impact, and we are real and relatable.
• Be an LCBC Partner, or willing to become one within 60 days of employment. Regularly attend and participate at LCBC prior to and/or upon employment.

Primary Responsibilities:

Help Desk Leadership:

• Serve as the first point of contact for all IT and AVL requests
• Triage, prioritize, and route tickets with accuracy and swiftness
• Communicate clearly, warmly, and helpfully with staff and volunteers
• Resolve basic to intermediate issues and ensure thorough documentation
• Model a support experience defined by clarity, ownership, and care

Documentation & Process Improvement:

• Create and maintain simple, and accessible documentation for common processes and solutions
• Identify gaps and proactively build resources that improve clarity and efficiency
• Support workflows and collaboration across IT and AVL

Ordering & Project Support:

• Assist with ordering technology and AVL equipment with strong stewardship
• Support project coordination, timelines, and communication
• Help move initiatives forward by managing details and staying organized
• Assist with vendor selection and vetting
• Coordinate RFPs for larger quotes

Required Skills:

• Strong customer service mindset with a genuine desire to help and serve others
• Excellent attention to detail with consistent follow-through
• Strong verbal and written communication skills
• Ability to manage multiple priorities and stay organized in a fast-paced environment
• Resourceful problem-solver with a proactive approach
• Strong technical aptitude with ability to learn new systems quickly
• Professional, trustworthy, and able to maintain confidentiality

What Success Looks Like & Key Attributes:

• Staff and volunteers feel supported, understood, and cared for
• Demonstrates tenacity by handling requests with ownership, timely follow through to resolution, and persistence
• Communication is proactive, setting clear expectations and next steps, with warmth and professionalism
• Documentation is easy to follow and reduces confusion
• Projects and purchasing processes are organized and reliable
• Stays engaged, solves problems, and doesn’t let details fall through the cracks
• Self-motivated, reliable, and driven

Benefits We Offer:

• Competitive medical, dental and vision coverage 
• Retirement plan contribution and employer match 
• Annual counseling benefit 
• Generous and immediate paid time-off 
• Casual dress 
• Quarterly professional and spiritual development days 
• Intentional investment in personal and professional development

Evaluation: 

The Help Desk Specialist will meet regularly with the Director of IT for planning, goal setting, progress updates, and coaching. A formal Action and Development Plan will be completed and reviewed three times throughout the year.