IT Support Specialist (Level 2)
POSITION
SUMMARY:
The IT
Support Specialist provides intermediate-level technical management and
endpoint security across the digital and physical campus environments of
Redemption Church. This role serves as a primary administrator for cloud
infrastructure, end-user devices, and remote monitoring networks. The ideal
candidate ensures high-availability operations for administrative staff and
flawless technical execution during live Sunday and mid-week ministry services.
KEY RESPONSIBILITIES:
Cloud
& Infrastructure Administration
· Microsoft 365 Administration:
Manage the corporate Microsoft 365 tenant, including user provisioning,
Exchange Online, SharePoint permissions, shared mailboxes, and
security/distribution groups.
· Device Management: Configure,
push profiles to, and maintain church-issued laptops, mobile assets, and campus
informational kiosks using Microsoft Intune.
· Remote Monitoring &
Management (RMM): Oversee automated patching scripts, hardware tracking,
software deployments, and remote triage pipelines using ConnectWise.
· Endpoint Protection: Manage
enterprise endpoint security agents, device firewall policies, and malware
remediation protocols using SentinelOne and Microsoft Defender to safeguard
staff data and financial/tithe-tracking networks.
Media
& Audio-Visual (AV) Technical Support
· Production Environment Triage:
Support the Media team in troubleshooting sanctuary AV components, hardware
matrices, stage digital snakes, and network-based media systems when production
issues arise.
· Livestream & Media Systems:
Provide technical backup support to maintain operational reliability for
hardware/software video switchers, multi-camera feeds, and data streams pushing
to church online streaming channels.
· Presentation Software
Management: Update, optimize, and troubleshoot media servers, digital signage
networks, and ProPresenter environments.
· Networked AV Maintenance:
Troubleshoot IP-based audio/video distribution, including Dante audio networks,
NDI video paths, and dedicated media switch configurations.
Staff
Support & Operations
· Service Desk Response: Resolve
escalated internal Tier 1 and Tier 2 system issues reported by staff or
ministry leaders at the San Jose campus.
· On-Call Weekend Rotations:
Provide proactive technical readiness assessments and rapid deployment
troubleshooting during live rehearsals, Sunday services, and specialized church
events.
· Documentation: Author standard
operating procedures (SOPs) for basic AV start-up, volunteer tech checklists,
and system configurations.
Mentorship
& Volunteer Support
· Provide technical mentorship to
Level 1 technicians, tech interns, and media ministry volunteers.
Requirements
REQUIRED QUALIFICATIONS
Education
& Experience
· Associate’s degree or higher in
Information Technology, Network Engineering, Media Production, or equivalent
practical experience.
· 4+ years of hands-on experience
in a corporate IT setting, Managed Service Provider (MSP), or large
house-of-worship IT and production ecosystem.
Technical
Skills
· Proven proficiency with the
Microsoft 365 Admin Center, Microsoft Intune, and RMM architectures.
· Hands-on administration
experience managing security policies within SentinelOne and Microsoft
Defender.
· Intermediate diagnostic
understanding of audio-visual hardware routing, digital audio consoles, and
live broadcast protocols.
Soft
Skills
· Composure and agility under
high-pressure, live-production constraints, with the ability to quickly patch
or work around critical system failures.
· Excellent interpersonal and
relationship-management skills, tailored for a diverse environment of creative
directors, pastoral staff, and volunteers.
· Clear written and verbal
communication; able to translate technical issues for non-technical staff.
· Alignment with the mission and
values of Redemption Church; treats staff, donor, and ministry data with
discretion and respect.
Preferred
(Nice-to-Have)
· Microsoft Certified: Endpoint
Administrator Associate.
· SentinelOne Core/Advanced
certification.
· CompTIA Network+ and/or
Security+.
· On-site
role combining office/desk work with desktop support visits across campus.
· Must be able to lift up to 40
pounds unassisted (e.g., stage monitors, network switch arrays, desktop
hardware).
· Comfort working in tight
spaces, such as inside media racks, network closets, or behind stage set
designs.
· Flexible schedule required,
including mandatory presence during Sunday worship services and designated
ministry special events.
Benefits
- Medical, Dental, Vision
- Accrued Vacation, front-loaded Sick pay,
- Retirement Plan Options
- Staff Appreciation Days with pay as provided by Leadership
- Flex Days as provided by Leadership/ Supervisor