IT Tier 1 Helpdesk Technician

IT Tier 1 Helpdesk Technician

Campus: Compass Center

Department: Information Technology

Report: IT Director

Status: Non-exempt, Part-time

Supervisory Role: No

Objective:

The IT Tier 1 Helpdesk Technician will serve as the first point of contact for the IT Helpdesk, providing support for computer hardware, applications, and systems at Compass Church.

Essential Job Functions:

• Respond to IT helpdesk tickets, logging and tracking issues in the helpdesk system.
• Serve as the initial point of contact for tickets, providing troubleshooting and technical assistance to resolve hardware, software, and network issues promptly.
• Diagnose and escalate complex technical issues to appropriate IT staff as needed.
• Participate in an on-call rotation for support, responding to and resolving critical IT issues promptly.
• Conduct training sessions for staff on the use of computer systems and applications.
• Assist with onboarding process for new employees, ensuring they are set up with necessary technology and access.
• Maintain and update technical and operational documentation.
• Assist with maintaining IT inventory, software licenses, and IT system license counts.
• Participate in ongoing IT initiatives to improve overall system performance and user experience.
• Undertake additional duties or projects as assigned and provide support for various IT projects as required.

Work Schedule:

Part-time, 29 hours per week. Regular office hours MondayFriday, with participation in an on-call rotation and occasional weekend availability required.

Qualifications:

• Education & Certifications:
• A high school diploma or equivalent is required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Relevant IT certifications, such as CompTIA A+, are advantageous.
• Experience:
• At least 2 years of experience in a technology support role is preferred.
• Experience with Apple device management using Mosyle and Windows device management using Intune/Active Directory is a plus.
• Technical Skills:
• Strong working knowledge of computer systems, hardware, and software, with experience in macOS (preferred) and Windows.
• Proficiency in Microsoft 365 and basic IT support tools.
• Soft Skills:
• Excellent problem-solving, analytical, teamwork, and customer service skills.
• Effective verbal and written communication skills with the ability to prioritize tasks and follow up with users.
• Eagerness to learn, grow, and develop new skills and technologies.
• Physical Requirements:
• Ability to lift up to 50 pounds and sit or stand for extended periods.

Requirements of Compass Staff:

• Must have a servant's heart for ministry, serving with a positive attitude and spirit.
• Must be of moral and spiritual integrity in all areas of your walk and life.
• Every staff member is expected to fully engage in the ministry of the church. This includes attending a weekend service and tithing.

We consider ministry readiness, and an individual's capacity to represent Compass Church's beliefs, during the selection process for all positions.

Each member of the Compass Church team takes a "how can I help" approach to ministry. While each team member has individual areas of responsibility, collaboration and support permeate our culture. There is no task below a team member at Compass. If we see something that needs to be done, we do it!

All applicants MUST apply at compass.church/employment.