IT Help Desk Technician II

Do you feel called to serve in a Christian Ministry?

Do you want to serve where you make a difference in the lives of others?

Are you looking for a life-changing work experience?

If so, consider joining us at the Atlanta Mission, where we provide life-transforming experiences for everyone that joins our team: employees, clients, donors, and volunteers. We serve over 1000 men, women, and children every day by providing food, shelter, clothing, counseling, vocational and spiritual guidance. We get to experience and witness radical life transformations.

The IT Helpdesk Technician at Atlanta Mission provides advanced support and serves as the escalation point for Tier 1 issues. This role assists with system administration, network troubleshooting, and helping maintain secure, up-to-date systems. 

Essential Duties & Responsibilities: 

• Serve as the escalation point for Helpdesk Level 1, resolving advanced software, application, connectivity, and system configuration issues. 

• Perform in-depth diagnostics and troubleshooting of hardware, software, and peripheral devices. 

• Support and troubleshoot server, Wi-Fi, VPN, and network connectivity issues in collaboration with the Network Administrator. 

• Manage user accounts, permissions, and access in Active Directory, Microsoft 365, and other enterprise systems. 

• Support ERP, Salesforce, and other mission-critical applications. 

• Manage endpoint imaging, deployment, patching, and security updates. 

• Assist with the deployment of software updates, new equipment, and infrastructure improvements. 

• Monitor RMM alerts and system dashboards, taking proactive corrective action as needed. 

• Document issue resolutions, procedures, and best practices; maintain internal IT knowledge resources. 

• Train and mentor Helpdesk Level 1 staff and contribute to process and service improvements. 

• Participate in occasional after-hours support and on-call rotation as required 

You will uphold the following Christ-centered values: 

• Humbly Serve: You strive to live, Love and Lead like Jesus 

• Faithfully Steward:  You honor and wisely use the time, talent and treasures that God has provided 

• Courageously Innovate:  You are driven towards excellence, you continuously learn, adapt and improve 

• Joyfully celebrate:  You intentionally appreciate and recognize all that God is doing in and through all the stakeholders of Atlanta Mission. 

• Strength in Unity:  You embrace God’s desire for oneness and kingdom-focused unity. 

Position Requirements:   

• Associates degree in IT, Computer Science, or equivalent experience/certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop). 

• 2 years of IT support or systems administration experience. 

• Strong familiarity with Microsoft 365, Azure AD, Windows networking. 

• Experience with RMM tools and helpdesk platforms. 

• Strong customer service skills with the ability to communicate technical concepts clearly. 

• Commitment to Atlanta Mission's faith-based values and mission to transform the lives of those suffering from homelessness, poverty and addiction. 

Physical Requirements:   

• Must have the ability to remain in a stationary position (standing, walking and sitting)  

• Must be able to communicate accurate information 

• Must be able to occasionally lift and/or carry up to 10lbs 

Environmental Job Requirements:

• Occasionally exposed to outdoor weather conditions during events 

• Moderate noise as in a business office environment 

• Lower exposure to communicable disease as described by OSHA 

What We Offer

Employee Benefits:

• Retirement Savings with Matching Contribution

• Medical Insurance

• Dental & Vision Insurance

Employer Paid Benefits:

• 3 Weeks Paid Time Off accrued during your first year

• 10 Paid Holidays

• 1 Mental Health Day/year

• Life Insurance

• Short-Term Disability

• Travel Assistance Program

• Employee Assistance Program (EAP)

• Medical Concierge

• Spiritual & Professional Training & Development

Salary : $50,000 - $60,000