Technology Support Specialist II

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal. The Technology Support Specialist II position exists to support the ministry objectives of Focus on the Family ministry departments by implementing, upgrading, and supporting End User systems, including computer hardware, software, mobile devices, and business voice telephony solutions. The position responsibilities include identifying, prioritizing, resolving, and/or escalating system issues. This Service Desk Level 2 position will troubleshoot issues, identifying root causes, documenting resolutions, and following processes and procedures required to correct issues pertaining to End User Services. Essential Duties/Responsibilities: Identifies, analyzes, prioritizes, resolves and/or escalates system issues for End User systemsProvides Executive Level support to C-Team members and Vice Presidents, and works as part of an On-Call rotation to provide after hours and Executive supportServes as a point of contact (via phone or email) for ministry telecommunications and technology servicesEnters and updates required information for service requests and incidents into the Service Desk software Determines urgency, impact, and prioritization of a request/incident based on documented criteriaProvides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possibleIdentifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next levelFollows up with customers regarding outstanding service requests, and provides satisfactory resolution prior to closing ticketsProvides technical support for desktop hardware, all Windows based and Mac operating systems, Microsoft Office Applications, and many other desktop software applicationsBuilds, configures, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as neededProvides support and administration of the desktop telephones and computer based soft telephone systemsRemotely installs/updates software in accordance with Software License Management and Cybersecurity PoliciesAssists in the administration of desktop, laptop, and mobile device fleets; updates software using desktop management toolsTakes part in the creation and maintenance of desktop/laptop standard and custom images for ministry computersGains functional knowledge about additional technology services to enhance service team capabilities and promote technology professionalism, capabilities, and teamworkAdheres to all technical policies, processes, procedures, and standards in the performance of all tasks in this area of responsibility Adheres to procedures for Technology team approved ITIL standards Other Duties/Responsibilities: Perform other duties as assigned Working Environment/Physical Requirements: Fast paced customer service environment. Ability to provide respectful, professional, courteous behavior and demeanor to all. Ability to handle frequent interruption, changes in priorities and special requests from management. Must be able to sit and work on computer for long periods of time and may be required to kneel under desks to install computers and network cable connections. JOB QUALIFICATIONS/REQUIREMENTS: Character/Spiritual: Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...” Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.” Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer Engages in Christian ministry Demonstrates behaviors aligned with FOF core values Personal Characteristics: Positive and encouraging attitude with ability to motivate/encourage peersSelf-motivated; requires little direct supervisionTeam player; trustworthy; reliableCoachable; able to redirect attentions and passions as requestedCreative thinker; effective problem solverOrganized Knowledge/Experience: Associates degree in Information Systems, Information Technology, or equivalent experience2-3 years in Mac or PC-based operating systems and applications experience preferred2-3 years of administration and organizational experience preferredExperienced in customer service, clear communication, problem resolution, and technology supportIndustry certification preferredPC and Mac certifications preferred Skills, Abilities, and Special Talents/Gifts: Ability to communicate effectively (written and verbal)Working knowledge of technology equipmentStrong attention to detail and accuracyAbility to follow directions and keep recordsAbility to function effectively in a team environmentAbility to work with confidential informationStrong interpersonal skills and ability to work well with others; patience in dealing with people who do not understand technologyAbility to provide technical support over the phone, good phone skills, professional demeanorGood problem-solving skills: ability to visualize a problem or situation and think abstractly to solve itAbility to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience, and professionalism during stressful situationsAbility to work responsibly with or without direct supervisionMaintain a cool and calm demeanor under pressureAble to represent the Technology department in professional and Christ-like manner in all dealings with Ministry customers and external partners Pay Range: $27.00 to $31.06 per hour Application Materials Required: Cover Letter, Resume/CV Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications. Focus on the Family puts a high value on our team members and offers a unique benefit package. 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 Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents. Temporary employees are not eligible for benefits, except for:Sick Time Bookstore Discount Fitness Center Tentative Search Timeline: Priority will be given to applications submitted by November 13, 2026. However, this posting will remain open until filled. The potential employee start date is December 7, 2026 Posting date: October 13, 2026 Un-posting date: ongoing until filled Posting contact email: job@fotf.org Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.