Technical Support Specialist

The Christian and Missionary Alliance (C&MA) is seeking a Technical Support Specialist. This is a full-time position located in Reynoldsburg, Ohio. This position works under the direction of the Director for IT Services and is responsible for providing Help Desk support and assisting with IT projects for the National Office (N.O.). In the performance of these duties, this position will support the overall mission of the C&MA as described below.

IT Desktop Support Functions:

• Provides intermediate to advanced IT Help Desk support, utilizing strong technical expertise and exceptional customer service skills
• Troubleshoots and resolves hardware and software issues for Windows and macOS computers
• Installs, configures, maintains, and supports computer hardware and software
• Processes IT-related purchases in accordance with established departmental standards and procedures
• Tracks and maintains IT assets, including computer hardware, mobile devices, software licenses, warranties, and service contracts, within the IT asset management system
• Assists with the deployment, tracking, support, and lifecycle management of company-issued mobile devices
• Maintains an organized IT Help Desk software repository
• Maintains an organized IT Help Desk workspace, lab, and storage area
• Documents project updates and communicate progress through the IT ticketing system, ensuring timely and effective customer communication
• Develops and maintains technical documentation, user guides, and training materials for IT systems and software
• Creates, maintains, and manages user accounts, groups, and computer objects within Microsoft Active Directory
• Collaborate with System Administrators and other IT team members to support infrastructure, systems, and organizational initiatives
• Assists with vendor relationships, procurement activities, and contract negotiations as assigned
• Delivers technology orientation and end-user training for new National Office employees, both onsite and remotely
• Provides technical support for General Council and other organizational events as assigned
• Occasional travel and after-hours or weekend support may be required

General Responsibilities:

• Resolves end-user technical issues and completes assigned IT projects and tasks
• Adheres to Help Desk procedures and service level agreements (SLAs)
• Maintains accurate IT records and documentation
• Assists with IT training sessions and user education
• Pursues ongoing professional development in emerging technologies and technical best practices
• Completes at least one approved IT continuing education or certification opportunity annually, as directed by the Director for IT Services
• Demonstrates working knowledge of cybersecurity principles, including endpoint security, access control, data protection, and encryption
• Possesses general knowledge of networking technologies, including Wi-Fi, LAN, VPN, switches, routers, firewalls, print servers, and backup systems
• Maintains a working knowledge of video conferencing platforms and meeting room technologies
• Maintains proficiency in the following:
  • Windows 10 and 11
  • Current and recent macOS versions
  • Microsoft 365 and Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
  • Microsoft Active Directory (Users and Groups)

The Christian and Missionary Alliance (The Alliance, the C&MA) was birthed in 1887 from a vision of Pastor A. B. Simpson in New York City, who became heartbroken over the plight of the homeless, the immigrant, and the marginalized. Today, we share his passion to offer tangible help and lasting hope to the world’s neediest people.

We believe that from the beginning of time, God set in motion a loving plan for humanity that is carried out in each of us through the redemptive work of Jesus Christ. We believe the best way to see this plan fulfilled is by extending His love to those who have yet to experience it.

Through over 1,900 churches in the United States and nearly 700 workers in 70 countries, we pay forward the love of Jesus to suffering and overlooked people in our communities and throughout the world through a wide variety of developmental and compassionate care projects and initiatives.

Because the C&MA is a Christ-centered global movement, we place a high value on employing a diverse, multicultural workforce to accomplish His Great Commission. Accordingly, we will be proactive throughout our hiring process to embrace and cultivate racial and ethnic diversity among our U.S. National Office staff.

• Associate degree in a technology-related field required
• IT certifications preferred and considered an asset
• Bachelor’s degree preferred

• Salary range $55,000 to $63,000 per year
• Health plan (medical/dental/vision/HSA)
• Life Insurance
• 403(b) retirement plan with a percentage of employer matching
• Retirement grant
• Long-Term disability
• Paid time off (vacation/holidays/personal days)
• Sick time (accrues, with additional extended illness bank for rollover hours)
• Other paid leave (compassionate care, jury duty, parental, etc.)
• Employee assistance program