Help Desk Specialist

Help Desk SpecialistThe 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.Personal Qualifications:Have a personal relationship with Jesus and demonstrate ongoing spiritual growth through everyday habits and practices.Support LCBC's mission to introduce people to Jesus and together fully follow him, along with our ministry philosophy, priorities, and beliefs.Be a leader who is: Focused: Work hard with urgency and intensityCollaborative: Bring others into your work, give and ask for feedbackGrowth-minded: Plan for growth and be ready for when God wants to move by pursuing personal, spiritual, and professional developmentLead the way in LCBC's values: We run after the one, we pursue excellence, we prioritize relationships, we deploy people for impact, and we are real and relatable.Be an LCBC Partner, or willing to become one within 60 days of employment. Regularly attend and participate at LCBC prior to and/or upon employment.Primary Responsibilities:Help Desk Leadership:Serve as the first point of contact for all IT and AVL requestsTriage, prioritize, and route tickets with accuracy and swiftnessCommunicate clearly, warmly, and helpfully with staff and volunteersResolve basic to intermediate issues and ensure thorough documentationModel a support experience defined by clarity, ownership, and careDocumentation & Process Improvement:Create and maintain simple, and accessible documentation for common processes and solutionsIdentify gaps and proactively build resources that improve clarity and efficiencySupport workflows and collaboration across IT and AVLOrdering & Project Support:Assist with ordering technology and AVL equipment with strong stewardshipSupport project coordination, timelines, and communicationHelp move initiatives forward by managing details and staying organizedAssist with vendor selection and vettingCoordinate RFPs for larger quotesRequired Skills:Strong customer service mindset with a genuine desire to help and serve othersExcellent attention to detail with consistent follow-throughStrong verbal and written communication skillsAbility to manage multiple priorities and stay organized in a fast-paced environmentResourceful problem-solver with a proactive approachStrong technical aptitude with ability to learn new systems quicklyProfessional, trustworthy, and able to maintain confidentialityWhat Success Looks Like & Key Attributes:Staff and volunteers feel supported, understood, and cared forDemonstrates tenacity by handling requests with ownership, timely follow through to resolution, and persistenceCommunication is proactive, setting clear expectations and next steps, with warmth and professionalismDocumentation is easy to follow and reduces confusionProjects and purchasing processes are organized and reliableStays engaged, solves problems, and doesn't let details fall through the cracksSelf-motivated, reliable, and drivenBenefits We Offer:Competitive medical, dental and vision coverageRetirement plan contribution and employer matchAnnual counseling benefitGenerous and immediate paid time-offCasual dressQuarterly professional and spiritual development daysIntentional investment in personal and professional developmentEvaluation: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.