Help Desk Technician

1. Help Desk Responsibilities
   1. Provide direct support for onsite and remote employees across multiple platforms and devices
   2. Install, configure, maintain, and troubleshoot computer systems, peripherals, and mobile devices
   3. Manage user accounts, email services, and identity access, including MFA troubleshooting and password resets
   4. Configure and support cloud services and SaaS applications such as Microsoft 365, Teams, Zoom, and other collaboration tools
   5. Assist with web-related tasks
   6. Track and monitor software usage, licensing, and compliance with organizational policies
   7. Troubleshoot remote access and mobile device connectivity issues
   8. Manage telephone systems and provide support for general telecommunications needs
   9. Support printing services
   10. Support audio visual needs
   11. Create and maintain documentation, knowledge base articles, and self-service resources for common issues
   12. Identify and escalate complex issues to Tier 2 support as required
2. Other Responsibilities
   1. Multitask and prioritize assignments effectively to meet varied deadlines
   2. Conduct technical research to support troubleshooting and process improvements
   3. Stay current with industry standards, emerging technologies, and best practices through continuous learning
   4. Collaborate on special projects and initiatives as needed to support departmental and organizational goals
   5. Perform other duties and projects as assigned by the IT Support Manager to ensure alignment with departmental objectives and organizational needs

Qualifications:

• Must possess a vibrant personal relationship with Jesus Christ and agree with the Joni and Friends statement of faith
• Desire to serve in a growing and dynamic Christian service ministry
• Must possess the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines
• Must be reliable, cooperative, flexible, and exhibit enthusiasm and initiative
• Must be capable of working well in a team environment exercising professionalism and respect in interactions with co-workers and people served by the ministry
• Prior Help Desk experience combined with an Associate’s degree and one or more of the following certifications: A+, NET+, MTA (with emphasis on IT Infrastructure) is preferred
• Proficiency in Microsoft Office applications as well as Windows and Mac Operating Systems
• Working knowledge of Microsoft 365 administration fundamentals
• A solid understanding of LAN/WAN concepts to include TCP/IP and wireless protocols
• An understanding of basic VOIP telecommunications and mobile device configuration
• The ability to effectively install and/or upgrade computer systems, learn new software programs, train others to use programs, and coordinate multiple projects simultaneously
• Must be able to lift up to 50 pounds and physically execute hardware installation or instruct someone to effectively perform such tasks
• Must support a flexible schedule as some evening and weekend hours may be required. Typical schedule is 8:00am - 5:00pm M-F to support operating hours of remote employees/offices
• Occasional travel may be necessary
• Good interpersonal communication skills both verbal and written and the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines are necessary
• Must be detail oriented, committed to accuracy, a team player and self-starter who is flexible and able to work independently
• Must have a strong sense of confidentiality
• Strong general computer skills are necessary along with a competent, working knowledge of Windows, MacOS, Android, iOS, Microsoft Office, and the Microsoft 365 suite
• Understanding of Christian ministry, including Joni and Friends’ mission and purpose

Physical Requirements:

This position primarily involves sedentary work in an office setting. The employee must be able to sit for extended periods, operate a computer and other standard office equipment, communicate clearly in person and over the phone, and occasionally stand, walk, bend, kneel or reach to access files and supplies or move items. The role may also require occasionally lifting, carrying, pushing, or pulling items and equipment up to 25 pounds. 

Work is performed in a professional office setting with occasional movement throughout the facility. The environment is typically quiet to moderate in noise level, with standard lighting and temperature conditions. Employees are expected to maintain safety and ergonomic awareness while performing all tasks. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

EMPLOYEE MINISTRY ENGAGEMENT:

Joni and Friends is a Christ-centered community. Therefore, we expect every employee at Joni and Friends to excel in their walk with Christ and in their specific employment role in our Christian community. We purposely create a gospel-centered environment and offer leadership and development training to help employees perform their work with integrity and excellence, serving in our Christian community at Joni and Friends to fulfill our religious ministry: to share the gospel and serve people living with disabilities.

All employees do this, regardless of their specific role, by:

• Modeling Joni and Friends’ Christian beliefs and practices to advance our gospel mission during working hours and nonworking hours
• Supporting fellow staff and volunteers at Joni and Friends in following Christ, by praying for each other, sharing Scripture and setting an example of how to live a faithful Christian life
• Engaging in the lives of people living with disabilities with love, dignity, and in a manner that commends and proclaims the gospel.
• Participating or leading in prayer and worship during meetings, events, and outreaches
• Affirming the Joni and Friends Statement of Faith annually and not engaging in any conduct or promoting any religious beliefs inconsistent with such beliefs
• Upholding and advancing Joni and Friends’ Mission and Vision through a focus on our Values.
• Actively attending a church that has a statement of faith that does not contradict Joni and Friends’ Statement of Faith

Joni and Friends seeks to glorify God in the way we conduct ourselves, and in the work we do together as a Christian community. Employment at Joni and Friends is not only a job but a ministry and a calling from God.