IT Support Specialist

THE WORD AMONG US

IT Support Specialist

Entry to Mid-Level · Systems & Technology · Frederick, MD

About The Word Among Us

The Word Among Us is a Catholic publisher that provides daily meditations and spiritual resources through print, mobile apps, and our website, serving readers of all ages in their daily prayer and walk with Christ. As we transition from a print-first publisher to an integrated spiritual platform, our technology environment is central to how we accompany subscribers across every channel.

Role Summary

The IT Support Specialist provides hands-on technical troubleshooting and operational support for The Word Among Us staff and, by escalation, for our digital subscriber base. Reporting to the Director of IT Infrastructure & Security and the Director of Technology & Strategic Initiatives, this role is the first line of support for day-to-day technical issues, freeing senior systems staff to focus on infrastructure, security, and platform modernization. The role helps systematize knowledge that is currently held informally by a small number of people — documenting how our interconnected systems work so that support does not depend on any single individual. The ideal candidate bridges the gap between technical backend systems and non-technical end users, and does so with patience, curiosity, and respect for our mission and our audience.

Position Details

Reports To

Director, IT Infrastructure & Security and Director, Technology & Strategic Initiatives

Department

Systems & Technology

Location

Frederick, MD — in-office

Employment Type

Full-time

Compensation

80-90k, commensurate with experience

Benefits

Medical, dental, vision, life, AD&D, and LTD insurance; HSA; 401(k) with employer match and immediate vesting; paid time off; 13 paid holidays; ministry service leave; physical fitness reimbursement; estate planning benefit; tuition reimbursement; discretionary annual bonus; all subject to plan terms and eligibility.

Core Responsibilities

1. Staff Technical Support & Troubleshooting

• Provide day-to-day on-site Tier 1 and Tier 2 support for both on-site and remote staff across hardware, software, printing, and network connectivity.

• Administer user accounts, access, and license seats across the organizations tech stack (e.g., Microsoft 365, Citrix, GitHub, Monday.com), with onboarding/offboarding checklists.

• Assist with basic administration and user troubleshooting for Salesforce

• Coordinate software procurement (including nonprofit channels such as TechSoup) and maintain internal documentation for software versions, licenses, and credentials.

2. Digital Support Escalation (IT Customer Service)

This is the IT-side technical tier that receives digital-access issues front-line Customer Service and the Technical Support Representative cannot resolve — it is not a replacement for those roles.

• Serve as the technical escalation point for Customer Service on complex digital access, entitlement, and subscription issues that exceed standard representative training.

• Diagnose failed logins and access problems across the print-subscriber authentication layer (aMember/MMS), helping users navigate the difference between print-subscriber credentials and mobile app-store entitlements.

• Build and maintain a structured triage and escalation process so issues are consistently identified, routed, and resolved — reducing dependence on any single team member.

3. Documentation, Training & Knowledge Sharing

• Create and maintain instructional guides and runbooks (e.g., using Scribe) for internal systems such as MultiPub and Craft CMS, converting tribal knowledge into shared documentation.

• Lead informal \"Lunch & Learn\" sessions and one-on-one coaching to raise the organizations overall technical fluency and reduce reliance on workarounds.

• Document standard operating procedures (SOPs) for cross-departmental workflows and system integrations.

4. Systems Monitoring & Implementation Support

• Monitor daily data-replication and integration services between the website, MultiPub, and aMember; flag and help resolve outages quickly.

• Assist with app release testing via TestFlight and App Store Connect, and support SQL/SSRS reporting requests as needed.

• Support implementation of new tools and integrations (e.g., Smarty address verification, RingCentral automations, Stripe billing) under the direction of senior IT staff.

Key Systems & Tools

Familiarity with any of these is a plus; a willingness and ability to learn them quickly is essential. We are open to some training with the right foundations.

Category

Systems & Tools

Subscription & Data

Multipub (system of record, on AWS), aMember/MMS (authentication layer), Acumen (legacy), Salesforce NPC/MCAE

Web & Content

Craft CMS, GitHub

Payments

Authorize.Net (current), Stripe (migration target)

Infrastructure

AWS (basic monitoring), Citrix, Cloudflare

Communications & Automation

RingCentral, Microsoft Power Automate, Microsoft 365

Support & Ops Tooling

Jira, Monday.com, VanillaSoft, Help Desk software

Diagnostics & Reporting

New Relic, SQL / SSRS, Postman (API testing)

Candidate Qualifications

Required

• Experience: Minimum of 3–5 years in IT support, help desk, technical support, or systems administration (or equivalent aptitude demonstrated through relevant work).

• Experience supporting Windows 10/11 and Microsoft 365.

• Working knowledge of Active Directory, user account management, and basic network concepts (e.g., TCP/IP, DNS).

• Strong communication and interpersonal skills, with a focus on providing clear and helpful support to non-technical users.

• Patient, approachable, and service-oriented mindset with a focus on helping users solve problems.

• Collaborative approach to problem solving with the ability to listen, ask questions, and work toward practical solutions with staff.

• Demonstrated ability to learn new technologies and systems quickly.

• Strong ability to translate technical concepts for non-technical staff and for an older subscriber demographic with varying device literacy.

• A proactive, \"detective\" mindset — willing to step through logs and data to find the root cause of an error rather than only its symptom.

• Documents clearly and consistently treats good documentation as a core part of the role.

• Able to manage a support queue and work through ambiguity without heavy supervision. Knows when to escalate.

Preferred

• Fluency in network and associated application technologies and protocols: network design and optimization, Group Policy, hardware/software patching, macOS, Windows Server 2019–2022. Knowledge of Citrix XenServer, Citrix Virtual Apps and Desktops (CVAD), and NetScaler are a plus.

• Comfort navigating multi-platform ecosystems that span legacy Windows applications and modern web / API environments.

• Exposure to subscription, publishing, or membership-based systems.

• Familiarity with SQL, helpdesk/ticketing platforms, or basic scripting (e.g., Python).

• Experience supporting mobile apps (iOS/Android) and digital subscription entitlements.

Mission Fit

• Respect for The Word Among Us Catholic mission and a genuine care for the readers we serve. Familiarity with Catholic spirituality is a plus; a shared commitment to serving our audience with patience and kindness is essential.

Physical Requirements

• Ability to sit and work at a computer for extended periods of time

• Ability to use standard office equipment, including computers, keyboards, and phones

• Occasionally lift and move equipment (up to 25 pounds) such as monitors, laptops, or peripherals

• Ability to move between workstations and assist employees as needed

Equal Employment Opportunity

The Word Among Us provides equal employment opportunities to all employees and applicants, consistent with its Catholic mission and in compliance with applicable federal, state, and local laws.