IT Help Desk Technician I

The IT Helpdesk Technician at Atlanta Mission serves as the first point of contact for IT support requests. This role provides frontline support to staff across all Atlanta Mission campuses, troubleshooting hardware, software, and access issues. Essential Duties & Responsibilities Respond to incoming support requests via phone, email, or ticketing system. Troubleshoot and resolve basic hardware, software, and network issues (e.g., password resets, printer problems, Microsoft Office/365 support). Install, configure, and maintain end‑user devices (desktops, laptops, mobiles). Escalate complex issues to Helpdesk Level2 or higher while providing clear documentation. Assist with user onboarding/offboarding (account setup, equipment provisioning). Maintain accurate records in the ticketing system and contribute to knowledge base articles. Participate in occasional after‑hours support and on‑call rotation. Provide on‑site and remote support when needed at multiple Atlanta/North Georgia locations. Values & Qualifications Humbly Serve: You strive to live, Love and Lead like Jesus. Faithfully Steward: You honor and wisely use the time, talent and treasures that God has provided. Courageously Innovate: You are driven towards excellence, you continuously learn, adapt and improve. Joyfully celebrate: You intentionally appreciate and recognize all that God is doing in and through all the stakeholders of Atlanta Mission. Strength in Unity: You embrace God’s desire for oneness and kingdom‑focused unity. Position Requirements Associates degree in IT, Computer Science, or equivalent experience/certifications (e.g., CompTIAA+, Microsoft Certified: Modern Desktop). 0–2 years of helpdesk or technical support experience. Strong customer service skills with the ability to communicate technical concepts clearly. Familiarity with Windows OS, Microsoft Office365, basic networking, and remote desktop tools. Commitment to Atlanta Mission's faith‑based values and mission to transform the lives of those suffering from homelessness, poverty and addiction. Physical Requirements Must have the ability to remain in a stationary position (standing, walking and sitting). Must be able to communicate accurate information. Must be able to occasionally lift and/or carry up to 10lbs. Environmental Job Requirements Occasionally exposed to outdoor weather conditions during events. Moderate noise as in a business office environment. Lower exposure to communicable disease as described by OSHA. Employee Benefits Retirement Savings with Matching Contribution. Medical Insurance. Dental & Vision Insurance. Employer Paid Benefits 3Weeks Paid Time Off accrued during your first year. 10 Paid Holidays. 1 Mental Health Day/year. Life Insurance. Short‑Term Disability. Travel Assistance Program. Employee Assistance Program (EAP). Medical Concierge. Spiritual & Professional Training & Development. #J-18808-Ljbffr