Technology Support Specialist 1

About the role

Focus on the Family is seeking a Technology Support Specialist 1 to support the ministry’s objectives by implementing, upgrading, and supporting End User systems, including computer hardware, software, mobile devices, and business voice telephony solutions. This Service Desk Level 1 position will troubleshoot issues, identify root causes, document resolutions, and follow processes to correct issues pertaining to End User Services.

Responsibilities

• Identifies, analyzes, prioritizes, resolves, and/or escalates system issues for End User systems
• Works as part of an On-Call rotation to provide after-hours support
• Serves as a point of contact (via phone or email) for all ministry telecommunications and technology services
• Enters and updates required information for service requests and incidents into the Service Desk software
• Determines urgency, impact, and prioritization of requests/incidents based on documented criteria
• Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible
• Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency
• Escalates service issues to the appropriate technical service group, supplying support information to assist the next level team
• Follows up with customers regarding outstanding service requests and provides satisfactory resolution prior to closing tickets
• Provides technical support for desktop hardware, Windows and Mac operating systems, Microsoft Office Applications, and other desktop software
• Builds, configures, and installs Desktops, Workstations, and Laptops according to Focus Standards; sets up new users and provides basic customer training
• Provides support and administration of desktop telephones and computer-based soft telephone systems
• Remotely installs/updates software in accordance with Software License Management and Cybersecurity Policies
• Assists in the administration of desktop, laptop, and mobile device fleets; updates software using desktop management tools
• Gains functional knowledge about additional technology services to enhance service team capabilities and promote professionalism
• Adheres to all technical policies, processes, procedures, and standards, including ITIL standards
• Performs other duties as assigned

Requirements

Character/Spiritual

• Exemplifies Ephesians 5:1-2 and pursues the Great Commission given by Jesus Christ in Matthew 28:19-20
• Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in all dealings
• Adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family’s ministry in prayer
• Engages in Christian ministry and demonstrates behaviors aligned with FOF core values

Personal Characteristics

• Positive and encouraging attitude with ability to motivate/encourage peers
• Self-motivated; requires little direct supervision; team player; trustworthy; reliable
• Coachable; able to redirect attention as needed; creative thinker; effective problem solver; well organized and good with time management

Knowledge/Experience

• Associates degree in Information Systems, Information Technology, or equivalent experience
• 1-2 years in Mac or PC-based operating systems and applications experience preferred
• 1-2 years of administration and organizational experience required
• Experienced in customer service, clear communication, problem resolution, and technology support
• Industry certification preferred (e.g., PC and Mac certifications)

Skills, Abilities, and Special Talents/Gifts

• Ability to communicate effectively (written and verbal)
• Working knowledge of technology equipment
• Strong attention to detail and accuracy
• Ability to follow directions and keep records
• Ability to function effectively in a team environment
• Ability to work with confidential information
• Strong interpersonal skills and patience in dealing with non-technical users
• Good problem-solving skills; ability to visualize and abstractly solve problems
• Ability to handle constantly changing priorities, multitask effectively, and remain productive during slow and busy times
• Ability to work responsibly with or without direct supervision
• Maintains a calm demeanor under pressure
• Able to represent the Technology department professionally and in a Christ-like manner

Working Environment

• Fast-paced customer service environment with frequent interruptions and changes in priorities
• Ability to sit and work on a computer for long periods; may require kneeling under desks to install computers and network cables

Pay

$23.00 to $26.63 per hour

Benefits

Employees scheduled for 20 hours or more per week are eligible for:

• Norton LifeLock ID Theft Coverage
• Legal Shield/ID Shield Coverage
• AFLAC
• 403B Retirement Plan
• Vacation Time & Vacation Payout
• Sick Time
• Holidays
• Service Awards
• Community Service Days
• Bookstore Discount
• Fitness Center

Employees scheduled for 30 hours or more per week are eligible for all the above and:

• Medical Plan
• Dental Plan
• Vision Plan
• Life Insurance
• Disability Insurance
• Flexible Spending Accounts
• EAP (Employee Assistance Program)
• Tuition Reimbursement
• Warehouse Membership Reimbursement

Temporary employees are eligible for Sick Time, Bookstore Discount, and Fitness Center only.