What are the responsibilities and job description for the IT Support Assistant position at Church of the Highlands?
Purpose of the Job:
The IT Support Assistant provides front-line technical support to team, volunteers, and guests by assisting with routine technology issues and administrative tasks within the Information Technology department. This role serves as a welcoming first point of contact for walk-in support requests, assists with equipment deployment and inventory management, and supports the overall efficiency of the IT team by performing a variety of operational and administrative duties.
Essential Responsibilities
Technical Support
- Assist walk-in visitors with basic IT-related questions and technical issues.
- Respond to Tier 1 support requests submitted through the IT ticketing system.
- Troubleshoot common hardware, software, printer, mobile device, and account-related issues.
- Escalate complex or unresolved issues to appropriate IT team members.
- Provide excellent customer service while maintaining a positive and professional attitude.
Equipment & Asset Management
- Receive, inspect, and unbox newly delivered technology equipment.
- Assist with inventory tracking, labeling, and organization of IT assets.
- Prepare computers, peripherals, and other devices for deployment to team and ministries.
- Maintain an organized and clean equipment storage area.
Administrative & Operational Support
- Assist the Administrative Assistant with stocking workroom refrigerators and other supply areas as needed.
- Assist the Administrative Assistant with maintaining the cleanliness and organization of shared workspaces.
- Support department projects and office operations as assigned.
Professional Development
- Learn and become familiar with the organization's IT systems, applications, and support processes.
- Develop technical knowledge and troubleshooting skills to improve support response effectiveness.
- Participate in team meetings, training sessions, and ongoing learning opportunities.
Additional Responsibilities
- Follow established IT policies, procedures, and security standards.
- Perform other duties as assigned to support the IT department and organizational objectives.
Qualifications
- High school diploma or equivalent.
- Basic understanding of computer hardware, software, and mobile devices.
- Strong customer service and communication skills.
- Ability to learn new technologies and systems quickly.
- Strong organizational skills and attention to detail.
- Ability to lift and move technology equipment and packages as needed.
Attributes
- Fun / Enjoyable
- Excellent interpersonal skills
- Life-giving attitude
- Loyal and possesses a servant's heart
- Must be committed to the vision of Highlands to fulfill the Great Commission with integrity and passion
- Strong written, oral communication, and interpersonal skills
- Daily contact with members of IT team
- Works and frequently connects with all Highlands teams and other ministries and their leadership.