ALCS - IT Help Desk Lead Technician

Impactcs; Madison (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

City Church Ministries seeks an IT Help Desk Lead Technician to support the IT Manager in maintaining our infrastructure 24/7 and deliver advanced technical support to pastors, staff, and teachers. You will mentor the Tier-1 team and ensure SLA performance across ministries.

The role blends strong technical expertise with a servant-hearted approach in a faith-driven environment, handling server/network duties and Microsoft 365/Google Workspace administration.

Qualifications

• High school diploma or equivalent (required).
• Certification or degree (preferred): CompTIA (Network+, Security+), Microsoft, Cisco or equivalent.
• 4 - 6 years in IT support with 18 months technical experience at Tier-2 or above.
• Strong knowledge of servers and networking (TCP/IP, DNS, DHCP, firewalls, switches, routers, VPNs) desired.
• Experience with SLA management and coaching/mentoring staff is beneficial.

Responsibilities

• Leadership: Direct the staff and overall helpdesk operations to achieve SLA times and satisfaction of supported ministries.
• Tier 2 Technical Support: Deliver concierge-style support remotely and in-person to pastors, staff, and teachers, resolving issues.
• Server & Network Administration: Manage Windows Server environments and network infrastructure (LAN, VLANs, DHCP, DNS, firewalls, switches, routers, VPNs).
• Microsoft 365 & Google Workspace Administration: Manage and support Microsoft 365 and Google Workspace environments.
• Technology Deployment & Management: Deploy, configure, and maintain virtualized servers, workstations, mobile devices, Chromebooks, and IP phones.
• Multi-Platform Support: Provide troubleshooting across PC, Mac, Linux, Android, iOS.
• System Maintenance: Routine maintenance on servers/workstations/mobile devices, updates and repairs.
• Service Management: Log, track, prioritize, and delegate support requests; meet SLA requirements.
• System Monitoring & Security: Proactively monitor and enforce security best practices.
• Team Collaboration: Support, lead and mentor other team members and volunteers.
• Other Duties: Projects, documentation and other IT duties as assigned.

Skills

Leadership

Tier-2 support

SLA management

Mentoring

Communication

Problem solving

Education

High school diploma

CompTIA certs

Microsoft

Cisco

Tools

Windows Server

Active Directory

DNS & DHCP

Job description

City Church Ministries is made up of sub-organizations which include City Church, Abundant Life Christian School, Christian Life College and 97x FM. The Mission of City Church is ‘Finding Joy in Jesus Christ and Sharing It’. We do that by working with excellence, joy, and a spirit of service to our Lord first and then to our staff, families and community.

Vision:

The vision of the IT Help Desk Lead Technician at City Church is to support the IT Manager in maintaining our organization’s infrastructure 24/7, delivering advanced technical support to pastors, staff and teachers, while also coaching and assisting our Tier 1 helpdesk team. This is done through blending strong technical expertise with a servant-hearted approach. The ideal candidate will thrive in our faith-driven environment.

Accountable to: IT Manager

Duties and Primary Responsibilities:

• Leadership: Direct the staff and overall helpdesk operations to achieve SLA times and satisfaction of supported ministries
• Tier 2 Technical Support: Deliver exceptional concierge-style support, both remotely and in-person, to pastors, staff, and teachers, efficiently resolving a wide range of technical issues involving hardware, software, and network systems
• Server & Network Administration: Manage Windows Server environments (Active Directory, Group Policy, WSUS, print and file servers) and network infrastructure, including LAN, VLANs, DHCP, DNS, firewalls, switches, routers, and VPNs
• Microsoft 365 & Google Workspace Administration: Manage and support Microsoft Office 365 and Google Workspace environments, including user accounts, permissions, and collaboration tools
• Technology Deployment & Management: Deploy, configure, and maintain virtualized servers, workstations, mobile devices, Chromebooks, and IP phones using Mobile Device Management (MDM) systems
• Multi-Platform Support: Provide troubleshooting and problem-solving support across PC, Mac, Linux, Android, and iOS devices
• System Maintenance: Perform routine maintenance on servers, workstations, and mobile devices, including updates, cleaning, repairs, and resets
• Service Management: Log, track, prioritize, and delegate support requests using IT service management and ticketing systems; meet SLA requirements, track hours and manage workflow changes
• System Monitoring & Security: Proactively monitor systems, enforce security best practices, and protect the integrity and confidentiality of data
• Team Collaboration: Support, lead and mentor other helpdesk team members and volunteers
• Other Duties: Participate in projects, documentation tasks and other IT duties as assigned by your supervisor to meet organizational needs

Education/Experience:

• High school diploma or equivalent (required)
• Certification or degree (preferred): CompTIA (Network+, Security+), Microsoft, Cisco or equivalent
• 4 - 6 years in IT support with 18 months technical experience at Tier-2 or above
• Strong knowledge of servers and networking (TCP/IP, DNS, DHCP, firewalls, switches, routers, VPNs) desired
• Experience with SLA management and coaching/mentoring staff is beneficial

Other Qualifications:

• Willingness to continue education to keep up with changing technology
• Flexible schedule: ability to work nights/weekends when necessary to support organizational needs

Requirements:

• Clear background check that meets our ministry requirements
• Agreement with City Church’s Affimnation Statement

• Ability to walk/stand/bend as needed for the assigned shift
• Ability to lift/move up to 50lbs

Interpersonal Skills/Competencies:

• Servants Heart: Natural desire to help accomplish the goals of the leader and organization
• Effective Communication: Clear/concise, portrays confidence, uses judgement and navigates difficulty
• Relational: People-oriented, builds trust with others and able to maintain good working relationships
• Approachable: Has a welcoming and inviting disposition
• Adaptable: Supports and navigates change quickly
• Prioritization: Judges between urgent and important needs to prioritize tasks
• Problem-Solving: Analyzes complex problems to discover root-causes and implements effective solutions