Help Desk Support Technician

Help Desk Support TechnicianThe Help Desk Support Technician keeps Leading The Way's technology running smoothly so staff can stay focused on the ministry's mission. As the first point of contact for IT issues, this role manages onboarding and offboarding, resolves problems efficiently, and keeps documentation clear and up to date. It's a hands-on opportunity to put technical skills to work in service of Kingdom impact, ensuring every team member has what they need to do their job well.Key responsibilities of the Help Desk Support Technician include but are not limited to:Serve as the primary point of contact for all internal IT support requests (hardware, software, access, connectivity)Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely mannerSupport and troubleshoot desktops, laptops, printers, phones, mobile devices, and peripheralsAssist with software deployment and rollout to workstationsManage and respond to tickets through the IT service management system, ensuring proper documentation and resolution trackingSupport onboarding and offboarding of staff, including device setup, account provisioning, and access controlAssist with user account management (password resets, permissions, MFA support)Escalate complex issues to the Infrastructure Engineer or IT leadership as neededAssist with AV and technical setup for meetings, ministry initiatives, and events when requiredContribute to IT documentation, knowledge base articles, and standard operating proceduresKey competencies:Clear communication with non-technical usersPatience and people skills when supporting staff across a wide range of technical comfort levelsProblem-solving and adaptabilityAbility to prioritize and manage multiple requestsTeam-oriented with a willingness to serveSuccess in this role looks like:Staff experience minimal downtime and quick resolution of issuesTickets are handled efficiently and documented clearlyNew hires are onboarded smoothly and securelyUsers feel supported, not frustratedQualifications:Some experience in IT support or help desk roles preferred; capability and aptitude valued over credentialsBackground in trade school, CCAF, military IT (e.g., IT Specialist), or equivalent hands-on experience welcomeProficiency supporting both Windows (PC) and macOS (Mac) environmentsExperience with Microsoft 365, Google Workspace, or similar platformsFamiliarity with ticketing systems and remote support toolsBasic understanding of networking concepts (VPN, Wi-Fi, DNS)Strong communication skills and a service-oriented, patient mindsetDesired characteristics of applicants:Christian. We believe that to contribute to our mission it is essential that a person maintain a vibrant Christian faith.Called. Work at LTW is not just another job; it is the work of God and an employee should sense the call of God on his or her life work within the ministry.Competent. In addition to being a Christian and having a sense of calling, a person must be fully competent to perform all the duties of the position.Committed. Because of LTW's high standards and its belief in good stewardship, it is essential that all employees manifest a high level of commitment to their job responsibilities and the ministry as a whole.Additional information:Leading The Way's employees come from a broad range of church backgrounds. Nevertheless, employees are expected to be a member in good standing of a church whose doctrinal convictions and statement of faith are not in conflict with LTW's. To make sure everyone understands our theological foundations, we require that all employees subscribe to LTW's Statement of Faith, avoid public statements conflicting with the Statement of Faith, and seek to conduct themselves in a manner consistent with the beliefs set forth in the Statement of Faith.Leading The Way is both an equal-opportunity employer and a Christian, nonprofit, religious organization. We conduct hiring without regard to race, color, ancestry, national origin, age, sex, marital status, parental status, or disability of an otherwise-qualified individual. The status of LTW as an equal-opportunity employer does not prevent the organization from hiring staff based on their religious beliefs so that all staff share the same religious commitment, which is central to our stated religious purpose and day-to-day operations.This job posting is being managed by Forrest Johnson Recruiting on behalf of Leading The Way.