Help Desk Technician

Location and Schedule We are only considering local candidates who can accommodate our hybrid schedule in the Agoura Hills office. Our hybrid schedule is as follows: Monday, Tuesday, and Thursday in the Agoura Hills office, Wednesday and Friday are remote workdays. Responsibilities Help Desk Responsibilities Provide direct support for onsite and remote employees across multiple platforms and devices Install, configure, maintain, and troubleshoot computer systems, peripherals, and mobile devices Manage user accounts, email services, and identity access, including MFA troubleshooting and password resets Configure and support cloud services and SaaS applications such as Microsoft 365, Teams, Zoom, and other collaboration tools Assist with web-related tasks Track and monitor software usage, licensing, and compliance with organizational policies Troubleshoot remote access and mobile device connectivity issues Manage telephone systems and provide support for general telecommunications needs Support printing services Support audio visual needs Create and maintain documentation, knowledge base articles, and self-service resources for common issues Identify and elevate complex issues to Tier 2 support as required Other Responsibilities Multitask and prioritize assignments effectively to meet varied deadlines Conduct technical research to support troubleshooting and process improvements Stay current with industry standards, emerging technologies, and best practices through continuous learning Collaborate on special projects and initiatives as needed to support departmental and organizational goals Perform other duties and projects as assigned by the IT Support Manager to ensure alignment with departmental objectives and organizational needs Qualifications Must possess a vibrant personal relationship with Jesus Christ and agree with the Joni and Friends statement of faith Desire to serve in a growing and dynamic Christian service ministry Must possess the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines Must be reliable, cooperative, flexible, and exhibit enthusiasm and initiative Must be capable of working well in a team environment exercising professionalism and respect in interactions with co-workers and people served by the ministry Prior Help Desk experience combined with an Associate’s degree and one or more of the following certifications: A+, NET+, MTA (with emphasis on IT Infrastructure) is preferred Proficiency in Microsoft Office applications as well as Windows and Mac Operating Systems Working knowledge of Microsoft 365 administration fundamentals A solid understanding of LAN/WAN concepts to include TCP/IP and wireless protocols An understanding of basic VOIP telecommunications and mobile device configuration The ability to effectively install and/or upgrade computer systems, learn new software programs, train others to use programs, and coordinate multiple projects simultaneously Must be able to lift up to 50 pounds and physically execute hardware installation or instruct someone to effectively perform such tasks Must support a flexible schedule as some evening and weekend hours may be required. Typical schedule is 8:00am - 5:00pm M-F to support operating hours of remote employees/offices Occasional travel may be necessary Good interpersonal communication skills both verbal and written and the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines are necessary Must be detail-oriented, committed to accuracy, a team player and self-starter who is flexible and able to work independently Must have a strong sense of confidentiality Strong general computer skills are necessary along with a competent, working knowledge of Windows, MacOS, Android, iOS, Microsoft Office, and the Microsoft 365 suite Understanding of Christian ministry, including Joni and Friends’ mission and purpose Actively attending a church that has a statement of faith that does not contradict Joni and Friends’ Statement of Faith Physical Requirements This position primarily involves sedentary work in an office setting. The employee must be able to sit for extended periods, operate a computer and other standard office equipment, communicate clearly in person and over the phone, and occasionally stand, walk, bend, kneel, or reach to access files and supplies or move items. The role may also require occasionally lifting, carrying, pushing, or pulling items and equipment up to 25 pounds. Work is performed in a professional office setting with occasional movement throughout the facility. The environment is typically quiet to moderate in noise level, with standard lighting and temperature conditions. Employees are expected to maintain safety and ergonomic awareness while performing all tasks. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Compensation $25.50 - $28.50 per hour #J-18808-Ljbffr