IT Support Technician

Requisition #: req13151

Location: Grand Rapids, MI

Hours: Full-time (40 hours/week)

Bethany is changing the world through family. We began our work by serving one child more than 75 years ago. Today, Bethany is an international Christian nonprofit partnering with communities in more than 30 states and in several countries around the world. We strengthen and preserve families, support displaced people fleeing danger, and find safe, loving families for children who need them. Bethany is at the forefront of creating and implementing solutions to meet the growing needs of vulnerable children and families in the U.S. and around the world.

The Information Technology (IT) Support Technician I is the first point of contact for users seeking assistance with Bethany technology. They will provide technical support, user assistance, and guidance to all Bethany staff, balancing technical knowledge with customer service skills.

This position is expected to work effectively with regular supervision and adhere to agency, federal, and state licensing regulatory requirements.

ESSENTIAL JOB RESPONSIBILITIES

• Provide technical support, user assistance and guidance to all Bethany staff;
• Serve as the first point of contact for customers seeking assistance through corporate ticketing system, email, and phone calls;
• Effectively troubleshoot equipment problems and install new equipment;
• Manage user accounts (account creation, permissions, password resets, keycards);
• Write and maintain knowledge base articles to ensure support resources are up-to-date, user friendly, and effective in addressing common issues;
• Maintain Bethany staff operating systems;
• Advise and assist customers on appropriate actions;
• Escalate incidents that cannot be resolved to the next level of support;
• Identify and escalate situations requiring urgent attention;
• Update users on the status of their incidents;
• Complete other duties as assigned.

QUALIFICATIONS:

• Bachelor's degree in computer science or a related field, or equivalent experience or certifications;
• Must possess problem-solving skills to diagnose and resolve basic technical issues;
• Demonstrate an eagerness to learn;
• Must be adaptable to change with an ability to multi-task;
• Excellent verbal and written communication skills;
• Ability to work independently with a high level of initiative;
• Demonstrated ability to work in an organized, detailed, and cooperative manner;
• Exercise a high level of confidentiality;
• Computer skills sufficient to perform essential functions including knowledge of Microsoft Office suite;
• Must be 21 years old with a valid driver’s license with at least 3 years driving experience in the U.S. to operate a vehicle on behalf of Bethany. Must also pass a Motor Vehicle Records (MVR) check and maintain a reliable vehicle with proof of adequate insurance coverage;
• Pass a criminal history screen, including state and local child protection agency registries;
• Subscription to and integration of the agency Statement of Faith and Mission Statement.