Information Technology Support Specialist

Title: Sr. Support Associate – Systems Admin

Location: Remote in Madison Wisconsin (Must be in the Area for Occasional Onsite)

Type: Direct Hire / Perm

Salary: 65-75K plus 10% Bonus

Status: W2 Exempt

Reports To: Director, Help Desk & IT Support

The Role or Job Description:

The Senior Support Associate provides essential hybrid IT support for a faith-based Managed Service Provider dedicated to empowering faith-based non-profits with reliable, values-aligned technology solutions. To serve those who serve.

This role operates primarily remote with a required hybrid schedule of possibly 2 days per week on-site at 635 Science Drive, Madison, WI 53711, plus flexibility for short-notice additional on-site days and participation in a minimal shared weekly on-call rotation across the nationwide team.

As the first dedicated Madison, WI-area team member, the position delivers all hands-on local support, including audio-visual troubleshooting, workstation installations and configurations, basic hardware and printer maintenance, and directed server/network assistance, while efficiently resolving client tickets nationwide through FreshService.

The role requires strong expertise in Mac and Windows operating systems, Microsoft 365 (with emphasis on Teams and Office 365 administration), Entra ID, Zoom, Google Workspace, and remote support tools; experience with Jamf for Mac device management is highly preferred.

Excellent communication skills, quick learning ability, high availability, and a strong personal biblical faith aligned with serving ministry and non-profit missions are essential, with significant opportunity to grow into team lead responsibilities in a supportive, mission-driven environment.

Lominger Top Competencies:

1. Customer Focus
2. Problem Solving
3. Technical Learning
4. Functional Expertise
5. Interpersonal Savvy
6. Learning Agility

Responsibilities:

• Deliver high-quality on-site support in the Madison, WI area (primarily 2 days/week, with availability for short-notice additional days as client needs arise), including audio-visual (AV) setup and troubleshooting, computer/workstation installations and configurations, basic printer and peripheral maintenance, and hands-on assistance for server/network tasks as directed by our remote network team.
• Provide remote support nationwide, efficiently resolving IT tickets for clients across the U.S. through our ticketing system.
• Participate in the team's minimal weekly on-call rotation for after-hours emergency support (shared rotation, so limited personal on-call time).
• Troubleshoot and support a wide range of technologies, with focus on user productivity tools, collaboration platforms, and device management.
• Act as a reliable, highly available point of contact, ensuring exceptional service delivery aligned with our faith-based values, even with minimal notice for on-site or on-call requirements.
• Collaborate closely with our distributed team, learn new tools quickly, and contribute to process improvements.
• Grow into leadership responsibilities over time, potentially mentoring future team members and overseeing local operations.

Key Performance Indicators:

• SLA Compliance: Consistently meet or exceed Service Level Agreement targets for ticket response and resolution across both local on-site and nationwide remote support.
• First Contact Resolution: Maximize the percentage of tickets resolved on the initial contact, particularly for issues involving Mac/Windows, Microsoft 365/Entra, Zoom, Google Workspace, and related tools.
• Customer Satisfaction: Achieve consistently high user feedback scores through clear communication, empathetic service, and alignment with faith-based values.
• On-Site Responsiveness: Provide prompt and reliable response to short-notice on-site requests in Madison Wisconsin for urgent AV, workstation, hardware, or other hands-on needs.
• Ticket Handling Efficiency: Effectively manage a steady volume of mixed remote and local tickets while maintaining strong average resolution performance.
• Proactive Improvement & Contribution: Demonstrate ongoing initiative by identifying recurring issues, suggesting process enhancements, and contributing to team knowledge sharing and service quality improvements.

Specific Job Requirements:

• 5 years of progressive experience in IT support, in an enterprise environment
• Proven expertise supporting both Mac and Windows operating systems
• Strong proficiency with Microsoft 365 suite, including Teams and Office 365 administration
• Demonstrated experience with Entra ID (Azure AD) administration and troubleshooting
• Proficiency supporting Zoom and Google Workspace environments
• Solid working knowledge of remote support tools and ticketing systems (FreshService preferred)
• Experience with audio-visual (AV) systems setup, troubleshooting, and basic hardware/peripheral maintenance (Creston AV control Systems preferred)
• Ability to reside in the greater Madison Wisconsin area and commute on short notice for additional on-site days beyond the standard 2 per week, plus participation in a minimal shared weekly on-call rotation

Preferred Job Requirements:

• Experience with Jamf for Mac device management
• Relevant certifications (e.g., CompTIA A , Network , Microsoft 365 Administrator, or Jamf Certified Tech)
• Prior experience supporting non-profits or faith-based organizations
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users (elevated here as preferred for emphasis on seniority)
• Demonstrated leadership potential or prior experience mentoring team members or overseeing local IT operations
• Experience with Crestron AV control systems, room scheduling, or related automation tools