IT Helpdesk Associate
Summary
Provides frontline IT support for church staff as the first point of contact across tickets, calls, chats, email, and in person. Day to day this means diagnosing and resolving Mac/Windows/iOS hardware and software issues, escalating complex cases to Tier 2/3, preparing event equipment like check-in iPads and smartboard TVs, and maintaining IT asset inventory and knowledge base documentation.
Summary of Position
Provide frontline technical assistance for staff on hardware, software, and operating system issues and serve as the first point of contact for staff technology requests across tickets, calls, chats, email, and in person. Diagnose and resolve basic hardware, software, and operating system issues, and escalate complex or critical issues to Tier 2 and Tier 3 support. Fulfill hardware requests for church events, including preparing check-in iPads and smartboard TVs. Maintain accurate inventory of IT assets and keep the IT warehouse organized, clean, and ready to support staff and ministry needs. Document solutions and contribute to the IT knowledge base.
Qualifications and Requirements
- Ability to communicate and explain technical solutions clearly to end users
- Working knowledge of common software, Mac and Windows operating systems, and mobile devices (iPad/iOS)
- Strong troubleshooting ability and willingness to learn
- Exceptional people and communication skills with a service-oriented attitude
- Highly organized and detail oriented, with an eye for accurate tracking and record keeping
- Able to work independently or in a team and manage multiple requests at once
- Able to lift and move equipment up to 50 lbs and transport equipment between campuses
- Valid driver's license
- Work experience in a customer service environment
- A member of The Summit Church or willing and able to become a member