Specialist - Technical Support

The Archdiocese of St. Louis strives to teach and share our faith, serve others, and foster unity throughout the St. Louis area. The Cardinal Rigali Center in Shrewsbury, MO serves as the headquarters and curia for the Archdiocese.

About the role

We are seeking an IT Technical Support Specialist to be the first point of contact for users needing technology support. This role provides day-to-day troubleshooting and resolution for Windows devices and Microsoft 365 applications, supports user access through Active Directory, and assists with light networking issues (connectivity and basic network configuration troubleshooting). The technician will manage support requests through a ticketing system, document actions taken, and escalate more complex issues to the IT team.

Responsibilities

• Respond to incoming IT support requests (phone, email, chat, and/or ticketing system) and provide timely, accurate assistance.
• Diagnose and resolve common Windows issues including:
  • Account access problems (sign-in issues, locked accounts, permissions)
  • Password resets and account unlocks (per IT policy)
  • Email/client access issues (Outlook/Teams)
  • Installation/troubleshooting of approved software
  • Printing issues and basic device/peripheral troubleshooting
  • Update/patch troubleshooting and general workstation maintenance
  • MFA troubleshooting and user verification
• Support Microsoft 365 usage for end users, including Outlook, Teams, OneDrive/SharePoint access basics, and general application troubleshooting.
• Assist with Active Directory support tasks:
  • User account and group membership troubleshooting
  • Understanding login/authentication issues and coordinating resolution
  • Following identity/access workflows for onboarding and offboarding
• Provide light networking support:
  • Troubleshoot Wi-Fi/LAN connectivity, basic DNS/DHCP/IP configuration symptoms
  • Confirm connectivity using standard OS tools and checks
  • Coordinate with senior IT/network resources when changes/configuration are required
• Document all support tickets clearly:
  • Problem summary, troubleshooting steps, resolution, and next actions/escalations
• Maintain equipment readiness by supporting basic setup and maintenance of user endpoints.
• Collaborate with the IT team to improve documentation, knowledge base articles, and support processes.
• Follow security and data handling procedures.

Requirements

• Hands-on experience in an IT help desk, desktop support, or similar support role.
• Proficiency troubleshooting and supporting Windows 11.
• Working knowledge of Active Directory user concepts (accounts, groups, authentication/lockout basics).
• Working knowledge of Microsoft 365 (Outlook and Teams; basic access and sync troubleshooting).
• Familiarity with light networking troubleshooting (Wi-Fi/LAN connectivity, IP/DNS/DHCP concepts, basic network checks).
• Experience supporting and troubleshooting Citrix client side.
• Work with Multi-Factor Authentication mechanisms.
• Ability to communicate clearly with non-technical staff and provide step-by-step guidance.
• Strong attention to detail and consistent ticket documentation.

Qualifications

• Experience with ticketing systems.
• Basic exposure to endpoint management tools and imaging/deployment processes.
• Familiarity with printer setup and troubleshooting across shared and network printers.
• Relevant certifications (e.g., CompTIA A+, Microsoft Fundamentals, Network+) are a plus.

Working Conditions

• Onsite support for device troubleshooting and setup; remote support for user help and software/application issues.
• Some local travel to partner sites may be required.
• Ability to lift or handle typical IT equipment (laptops, peripherals, small networking hardware).

Performance Expectations

• Meet or exceed defined ticket SLAs and response-time targets.
• Strong first-contact resolution and effective escalation when needed.
• High-quality documentation and knowledge sharing to reduce repeat incidents.
• Consistently professional, helpful communication with users and peers.
• Must work effectively in a team environment.

Benefits

• Flexible working times and remote working options.
• Generous paid vacation increasing with service.
• Personal leaves of absence.
• Archdiocese-sponsored volunteer events.