Description

As a Help Desk Support Specialist, are you looking for a way to use your gift to help others? Do you have a heart to come alongside others who are trying to improve their lives? Do you want to work for a company that's made it on the Best Christian Workplace 3 years in a row? If so, we want to talk with you.

The Help Desk Support Specialist will collaborate closely with IT team and end-users to assist in the restoration of services and to identify and help correct problems. This position resolves basic-to-moderate problems in support of the IT Manager and escalates issues accordingly. This position will provide support for computer, application, system, device, access; hardware issues and responds to all requests for technical support across various mediums. Documents, tracks, and monitors the problem using applicable tools while proactively maintaining, patching, updating, and replacing systems or hardware when needed.

Schedule

Monday-Friday 8:00 AM- 5:00 PM

What you will do 

• Provide end-user technical support via internal ticketing system, phone, or in-person to resolve open tickets while tailoring communication style and troubleshooting delivery to match knowledge or skill level of end-user
• Direct unresolved issues to the next level of IT support
• Walk the customer through the problem-solving process
• Follow-up and update customer status and information
• Maintaining records of IT assets, both hardware and software inventory
• Ensure the safety and security of all mission data, maintaining confidentiality at all times.
• Creating clear documentation for employees to follow for self-service situations
• In collaboration with IT team, repairing computer equipment, setting up new computers, installing software, managing updates, and security patching on staff computers
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Attend and participate in all Mission, Division and Department meetings and training, as required.
• Any other job-related duties as assigned by supervisor.

Qualifications

• Associates's degree in Computer Science, IT or a related field is required. A combination of education and 5 years of experience in a similar role may be substituted for a Bachelor’s degree.
• Experience working is a Help Desk role is highly preferred but not required
• Strong familiarity with VoIP phone systems is preferred
• CompTIA A certified, preferred
• Working knowledge of Windows 10/11, Windows Server OS and Microsoft 365, required
• Strong familiarity of Active Directory, DNS, DHCP is required
• Experience working with end users ensuring their needs are met and issues are satisfatorally met

Benefits

All regular fulltime employees, you are eligible to participate in our generous benefits package:

• Medical / Vision with generous dependent coverage
• Dental - 100% company paid
• Long-Term Disability 100% company paid
• Basic Life Plan 100% company paid
• Voluntary Products (Aflac and Guardian)
• EAP and 24/7 Virtual Mental Health 100% company paid
• 4 weeks of paid vacation (prorated based on hire date)
• 11 paid holidays 1 Floating Holiday
• Personal Day and Birthday holiday
• Retirement benefits w/ company match
• Continuing Education Reimbursement Program

Work Environment

While performing the duties of this job, the employee is frequently required to stand, walk or sit for extended periods of time; bend, stoop or reach. Occasionally will stand, balance, twist, stoop, kneel and reach with hands/arms. Regularly lifts up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

Statement of Faith

• We believe the Bible to be the inspired, the infallible, authoritative Word of God.
• We believe that there is one God, eternally existent in three Persons; Father, Son, and Holy Spirit.
• We believe in the deity of our Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood, in His bodily resurrection, in His ascension to the right-hand of the Father, and in His personal return in power and glory.
• We believe that for the salvation of lost and sinful men, regeneration by the Holy Spirit is essential.
• We believe in the present ministry of the Holy Spirit by whose indwelling the Christian is enabled to live a Godly life.
• We believe in the bodily resurrection of the just and unjust, the everlasting blessedness of the saved, and the everlasting conscious punishment of the lost.
• We believe in the spiritual unity of believers in Christ.

Mission Statement

To bring the love of Jesus and hope for a new life to our homeless neighbors.

Vision Statement

To see every homeless neighbor - beloved, redeemed, restored

Pre-Employment

This position is subject to a pre-employment criminal background check and must be able to pass a 4-panel drug screen.