Help Desk Specialist

Help Desk Specialist

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.

Overview: 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.

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

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

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

Personal Qualifications

• Can articulate an identifiable salvation experience and lives out a pattern of spiritual development and regular attendance and participation at LCBC.
• Supports LCBC's mission, priorities, philosophy of ministry, and doctrinal statement.
• Supports LCBC's core values: we run after the one; we pursue excellence; we prioritize relationships; we deploy people for impact; we are real and relatable.
• Displays a winning attitude and a spirit of cooperation; communicates truth with grace; prays about everything; and has a willingness to serve on a team.
• Shows a desire to grow, develop, and mature, both spiritually and professionally.
• Exhibits pride in the image of LCBC as it reflects on the image of Christ portrayed to attendees, staff, and guests.
• Be an LCBC Partner or willing to become a Partner within 60 days of employment.

Benefits We Offer

• Competitive medical, dental and vision coverage
• Retirement plan contribution and employer match
• Annual counseling benefit
• Flexible schedules
• 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.