Sr. Technical Support Specialist

Key Responsibilities

• Provide advanced onsite and remote technical support across all ministry platforms, including cloud-based applications, SaaS tools, endpoint devices, and network systems, leveraging modern remote management and monitoring tools.
• Document, track, and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution, accurate reporting, and knowledge base maintenance.
• Cook up with team leads, IT personnel, and third-party vendors to address issues related to existing IT systems, cloud platforms, and implementations of new technologies, including migrations and integrations.
• Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.
• Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.
• Aid end users experiencing technical difficulties with a customer-first approach, ensuring all work is carried out in a timely manner, within defined SLAs, and with clear status communication throughout resolution.
• Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues in test environments, validate patches and fixes, and support change management processes.
• Manage IT asset inventory and equipment lifecycle, including procurement tracking, hardware refresh cycles, configuration, imaging, and disposal, using asset management tools to ensure accurate records and minimize downtime.
• Administer, update, and troubleshoot unified communications systems, including VoIP/cloud telephony platforms, video conferencing tools (e.g., Microsoft Teams, Zoom), and collaboration technology.

Minimum Qualifications

• 5+ years of experience in IT service desk operations.
• Proficient in Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Windows 10/11, macOS, and other enterprise software applications.
• Proven troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to travel as needed.

Pay & Benefits

• Competitive compensation and benefits package.
• 100% covered medical and dental insurance.
• Medical and dependent care reimbursement.
• Paid disability, long-term care, life insurance.
• 401(k) plan with a 4% company match.
• Paid time off and 12 paid holidays each year.