IT Helpdesk Associate

Summary of Position 

Provide frontline technical assistance for staff on hardware, software, and operating system issues and serve as the first point of contact for staff technology requests across tickets, calls, chats, email, and in person. Diagnose and resolve basic hardware, software, and operating system issues, and escalate complex or critical issues to Tier 2 and Tier 3 support. Fulfill hardware requests for church events, including preparing check-in iPads and smartboard TVs. Maintain accurate inventory of IT assets and keep the IT warehouse organized, clean, and ready to support staff and ministry needs. Document solutions and contribute to the IT knowledge base.

Qualifications and Requirements

• Ability to communicate and explain technical solutions clearly to end users
• Working knowledge of common software, Mac and Windows operating systems, and mobile devices (iPad/iOS)
• Strong troubleshooting ability and willingness to learn
• Exceptional people and communication skills with a service-oriented attitude
• Highly organized and detail oriented, with an eye for accurate tracking and record keeping
• Able to work independently or in a team and manage multiple requests at once
• Able to lift and move equipment up to 50 lbs and transport equipment between campuses
• Valid driver's license
• Work experience in a customer service environment
• A member of The Summit Church or willing and able to become a member

Responsibilities

• Level 1 Help Desk Support
  • Serve as the first point of contact for staff technology requests, responding to incoming tickets, calls, chats, emails, and in-person requests
  • Diagnose and resolve basic computer, printer, software, and account issues, guiding users through step-by-step solutions
  • Log, track, update, and close support tickets in the ticketing system, keeping notes accurate and complete
  • Escalate complex or critical issues to the IT Helpdesk Specialist (Tier 2) or Systems Administrator (Tier 3) with clear documentation of steps already taken
  • Follow up with users to confirm issues are resolved and communicate status on open requests
  • Image computers, set up new user accounts, and install hardware and software upgrades
  • Install printer drivers and help troubleshoot printer issues
• Event Hardware Fulfillment
  • Prepare, configure, and coordinate iPads for event check-in, including charging, updating, labeling, delivery, and retrieval
  • Fulfill smartboard TV requests for events and meetings, including setup, testing, and teardown
  • Coordinate with ministry and event staff ahead of events to confirm hardware needs and timelines
• Inventory and Warehouse
  • Track and maintain accurate inventory of IT assets, including check-in/check-out of loaned equipment
  • Keep the IT warehouse clean, organized, and labeled, ensuring equipment is stored properly and easy to locate
  • Receive, inspect, tag, and log incoming hardware shipments
  • Assist the Systems Administrator with hardware tasks (deploy, maintain, repair, track, and retire equipment)
  • Assist in deploying new computers or repurposing computers for staff needs
• General
  • Document common solutions, how-to guides, and inventory processes in the IT Knowledge Base
  • Provide on-call technical support and event hardware support at various campuses during weekend services and events as needed

Churchwide Events

The hours for this position are expected to be 40 hours per week. As one church that meets in many locations, there are several times throughout the year that Summit holds church-wide events in an effort to do whatever it takes to reach all people. All staff members are expected to serve at these church-wide events regardless of the positions they hold. 

Such events include, but are not limited to: Easter services, church-wide prayer meetings, Good Friday service, and Christmas services. Serving expectations will be communicated in advance of each event.