IT Support Specialist, Tier I - Shared Services

Job Description

Job Description

Headquartered in Alpharetta, Georgia, National Christian Foundation (NCF) is a 501(c)(3) charitable grantmaking ministry that provides creative giving solutions and inspires biblical generosity among Christian families, advisors, and charities. NCF has received more than $33 billion in contributions and made more than $25 billion in giver-recommended grants to 90,000 charities. NCF is an industry leader in accepting gifts of appreciated assets such as stocks, real estate, and business interests, which enable givers to save taxes and maximize charitable gifts. We combine a faith-based approach and like-minded local presence with the support and expertise of a trusted national organization. Learn more at

Position Overview

The purpose of this position is to support the users of NCF's digital technology infrastructure by efficiently and effectively answering users' software and technical questions by performing the following duties personally or through subordinate managers.

The Technical Support Specialist, Tier 1 serves as the first point of contact for all technology-related inquiries and incidents across the organization. With a passion for turning NCF staff into IT fans, this role goes beyond reactive troubleshooting by proactively helping employees navigate NCF's technology landscape with confidence. The ideal candidate brings strong foundational technical skills paired with a customer service-oriented, people-first approach to every interaction. They are comfortable shifting gears on the fly, taking full ownership of issues, and sees them all the way to resolution because here, no ticket gets left behind.

As a non-profit organization, we rely on lean resources and a strong sense of shared purpose. The ideal candidate brings not only foundational technical knowledge but also a genuine commitment to service and understanding that every resolved ticket helps keep our employees focused on the givers we serve. This individual will work collaboratively within the IT team, follow established escalation procedures for complex or unresolved issues, and contribute to a support environment built on responsiveness, accountability, and continuous improvement.

This position is remote and located in the Central Time Zone. We prefer the candidate to be located in TN, though we value flexibility and are open to a remote candidate in one of the following states: AR, IL, MO, or MS. Occasional travel to the National Office in Alpharetta, GA is required. This includes attending companywide events, National Onboarding Orientation, IT Operations events, and scheduled team building events.

Reports to: Manager, IT Service Desk

Management/Supervision: None

Duties & Responsibilities

IT Operations and Support

• Maintains daily IT operations (KTLO)
• Receives, triages, and manages incoming support tickets in accordance with established priority levels, SLA targets, and quality ticket handling best practices, ensuring accurate categorization, clear documentation, and timely resolution or escalation
• Delivers a consistently positive support experience by approaching every interaction with professionalism, patience, and a people-first mindset, and actively contributes to customer satisfaction goals as measured by feedback surveys or service quality metrics
• Executes employee onboarding and offboarding procedures, including provisioning and deprovisioning of user accounts, hardware setup and recovery, software licensing, and access management across organizational systems and platforms
• Creates, reviews, and maintains knowledge base articles, how-to guides, and internal documentation to ensure accuracy and relevance, empowering staff with self-service resources and supporting consistent resolution practices across the help desk team

Equipment Preparation and Asset Management

• Prepares new hire equipment by imaging devices, installing software and printers, testing, and shipping with security inserts
• Asset management includes tracking physical inventories such as computers, monitors, peripherals, and notifying management of equipment orders
• EOL deployments and device retirement requires updated inventory documentation, decommissioning equipment, and proper storage

IT Help Desk Urgent Hotline

• Supports employees during critical situations when submitting a standard support ticket is not possible
• Follows SLA thresholds to ensure zero wait time during critical situations
• Classifies and prioritizes incidents; escalates to Tier 2/3 support as necessary
• Logs all Hotline interactions into the ITSM system on behalf of the employee, since standard ticket submission is unavailable

Other Duties and Responsibilities

• Assists with projects as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and have reliable attendance. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Christ Centered

• Profession that Jesus Christ is Lord and Savior and a growing, committed relationship with Jesus Christ
• Dedication to biblical Christianity and a lifestyle that is consistent with the teachings of Jesus and the Bible
• Agreement, support, and alignment of NCF's Statement of Faith, mission, vision, and values
• Demonstrates the values of faithfulness, love, and service

Education

• A Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field is preferred; equivalent experience in lieu of a degree may be ok

Experience

• A minimum of three years' IT Service Desk or End User Support experience in a corporate or enterprise environment is required
• Proven experience providing technical support to Windows and macO5 end users in a hybrid or remote work environment required
• Basic understanding of security best practices, phishing awareness, endpoint protection, and data privacy principles
• Certifications (preferred or in progress)

• Microsoft 365 certification
• Microsoft Certified: Endpoint Administrator Associate
• Comp TIA A+ (Core 1 & 2) or CompTIA ITF+
• Comp TIA Network+ or foundational networking certification
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102) or equivalent
• ITIL® 3 or 4 Foundation (preferred for service management environments)
• Apple Device Support or Jamf fundamentals (preferred in mixed OS environments)

• Familiarity with nonprofit, charitable, foundation, or donor-focused organizations preferred
• Awareness of data sensitivity, compliance, and confidentiality requirements in mission-driven environments helpful

Knowledge Base

• Windows 10/11 and macOS (current and recent versions)
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Entra ID/Azure AD)
• Endpoint management and MDM tools such as WorkSpace One, Intune, Jamf, or similar
• Active Directory and Entra ID (Azure AD) user and group administration
• Basic identity, access management, and MFA concepts
• Networking fundamentals: DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting
• Mobile device support for iOS and Android (corporate-owned and BYOD)
• Modern hardware platforms (HP, Dell, Lenovo laptops/desktops; docking stations and peripherals - Experience with MacBooks required)
• ITSM / Help Desk ticketing systems (ServiceNow, Freshservice, Jira Service Management, Zendesk, or similar)

Competencies

• Demonstrated ability to perform real-time troubleshooting, root-cause analysis, and issue resolution
• Ability to work independently under general supervision while following established procedures and SLAs
• Strong attention to detail with a high degree of accuracy in documentation and ticket updates
• Ability to manage multiple tasks, shift priorities, and meet service expectations in a fast-paced environment
• Excellent verbal and written communication skills, with the ability to translate technical concepts into user-friendly language
• Strong organizational skills, including the ability to track, document, and report on outstanding issues
• Calm, professional demeanor when working under pressure or time-sensitive situations
• Exercises sound judgment and consistently demonstrates professionalism and reliability
• Maintains strict confidentiality of business, donor, affiliate, and employee information
• Ethical, tactful, and courteous when interacting with employees, vendors, and partners
• Collaborative team player who contributes to shared goals and continuous service improvement

We believe that every role at NCF is more than just a job, it's a calling. If you're passionate about using your gifts to serve others, grow in faith, and make a lasting impact for the Kingdom, we'd love to hear from you. Join us in this mission-driven work and be part of a community that values purpose, compassion, and Christ-centered service.

Applicants should be sure to read more about NCF's vision, mission, and Statement of Faith at

If you are interested in serving at NCF, please go to and apply online.