Help Desk Technician

The Help Desk Technician is responsible for the management of user workstations at Lutheran Church of Hope. The Help Desk Technician , or “HD,” job duties involve configuring and overseeing network connections, data management, user settings, and security, and handling technical support issues for users as they arise. We are seeking a driven individual with a passion for people and technology. The perfect candidate will have a background in IT, either personally or professionally, with a knack for tinkering and learning. Principle Function The Help Desk Technician is responsible for the management of user workstations at Lutheran Church of Hope. The Help Desk Technician , or “HD,” job duties involve configuring and overseeing network connections, data management, user settings, and security, and handling technical support issues for users as they arise. We are seeking a driven individual with a passion for people and technology. The perfect candidate will have a background in IT, either personally or professionally, with a knack for tinkering and learning. Personal Responsibilities Maintain a positive attitude toward others, greeting them with kindness. Be alert to the moods and needs of other staff on a professional basis. Maintain self-control and professionalism in dealing with others, as well as confidentiality and professionalism in dealing with all situations. Demonstrate flexibility, creativity, and resourcefulness. Be committed to the concept of team spirit, supporting other staff and the church’s mission. Maintain a professional appearance appropriate for work. Adhere to the Lutheran Church of Hope Staff Covenant for spiritual, personal, and professional relationships and behavior. Maintain a vital and growing personal relationship with God. General Duties The Help Desk Technician duties include, but are not limited to: Performing password resets and basic account unlocks in systems such as Active Directory, Microsoft 365, and other business applications. Installing approved software and helping users with standard applications (e.g., Microsoft 365, web browsers, email). Developing preventive maintenance procedures to avoid system failures. Creating, updating, and closing tickets with accurate notes and timely follow-up. Troubleshooting basic network connectivity issues, such as WiFi, VPN, and network drive access. Providing excellent customer service via phone, email, chat, or in person. Documenting steps taken to resolve issues and contributing to knowledge-base articles. Troubleshooting technical issues and escalating complex problems to appropriate support teams for resolution. Performing repairs and replacements of software and hardware peripherals. Providing job training to new hires as needed. Providing assistance to other administrators when requested. Performing failure analysis and determining corrective action plans. Planning and executing allotted work within deadlines and maintaining records of daily tasks. Overseeing inventory management of software and hardware components. Installing antivirus software and overseeing software license renewals. Monitoring and responding quickly and effectively to requests received through the IT help desk. Responding to customer queries by phone and email. Creating step-by-step training materials with screenshots for users. Other duties as assigned, however, related. Specific Responsibilities & Job Details Prepare, set up and tear down check-in terminals for weekly events, like children’s and student ministry. Actively monitor and assist/troubleshoot the streaming of weekend services (Saturdays from 4:00-7:00 pm, Sundays from 7:00 am – 1:00 pm). Escalate to senior staff when necessary (especially during Christmas/Easter/VBS and other large events). Take part in weekly team meetings with the IT Director and other staff. Requires evening, weekend, and holiday hours (on rotation with other staff, during service hours). Skills, Education & Experience Required Ability and desire to learn and improve technical skills. Ability to lead, coordinate and manage multiple tasks. Troubleshooting and problem-solving skills. Proficient with macOS and Windows operating systems. Proficient with MS Office 365 or general computer use. Effective communication skills, both written and verbal. Ability to prioritize and boundary ministry with personal and family life. Ability to supervise and equip staff and volunteers in a wide variety of ministry areas. Ability to perform a normal activity level of walking, standing, bending, stooping, kneeling and lifting weight up to 50 pounds. Potential to climb ladders and work at heights of 40 feet or more on catwalks or work platforms (safety training will be provided). Associate or bachelor’s degree in computer science , engineering, or related field experience (minimum high school graduate). Must have a driver’s license and car insurance. Awareness of scripting experience in languages such as PS, Shell, Python, etc., is a plus. Any certifications are a plus. Position Details Supervisor: IT Director Hours: Full time, 40 hours Requires evenings, weekends, and holidays Pay & Benefits: Commensurate with position and experience, based upon National Wage Survey(s) of Comparative Churches Health insurance, 403(b) retirement savings plan, PTO #J-18808-Ljbffr Lutheran Church of Hope