Executive Technical Customer Service Specialist

Archdiocese of Detroit; Detroit (MI); On-site; USD 70,000 - 95,000; Full time

Job summary

Archdiocese of Detroit seeks an Executive Technical Customer Service Specialist to deliver high-touch support for executive staff and broader teams. The role combines solid technical judgment with clear communication, discretion, and prompt follow-through.

You will handle hardware, software, and workflow issues, document resolutions, and contribute to knowledge base improvements. Strong MS 365, security awareness, and customer-service mindset are essential.

Qualifications

• Bachelor’s degree and IT experience preferred; strong technical foundation with IT service delivery.
• 5–7 years of information technology experience, including customer support and service desk operations.
• Certifications related to IT service management or Microsoft 365 are a plus.

Responsibilities

• Serve as the primary executive-level contact for hardware, software, and workflow issues across channels.
• Provide high-touch technical support to executive staff and broader staff as needed.
• Troubleshoot and resolve complex issues or escalate with clear documentation.
• Maintain incident records, perform root-cause analysis, and contribute to knowledge bases.
• Manage tickets in the service system and adhere to SLAs.
• Create and deliver technical documentation and staff training materials.

Skills

Executive communication

Analytical problem-solving

Interpersonal skills

Self-direction

Organizational skills

Project management

Ability to work under pressure

Education

Bachelor’s degree preferred in Information Technology, Computer Science, Business Administration, or related field

Relevant certifications such as Microsoft 365, Microsoft Endpoint, ITIL, CompTIA

Tools

Microsoft 365 administration

Exchange Online

SharePoint Online

OneDrive for Business

Teams

Adobe

RingCentral

Smartsheet

Zoom

Cloud storage and access systems

Job description

The Executive Technical Customer Service Specialist delivers high-touch technical support and customer service to executive-level staff while also supporting broader staff needs as assigned. This role serves as a trusted point of contact for hardware, software, application, and workflow issues, combining strong technical judgment with clear communication, discretion, and responsive follow-through.

Duties/Responsibilities:

• Serve as the primary contact for all technical support inquiries staff and be the primary executive-level staff, addressing hardware, software, applications, and workflow-related issues through various channels such as support portals, phone, email, chat, and in-person.
• Provide personalized technical support to executive-level staff, addressing their unique needs and ensuring high satisfaction levels.
• Provide general support to all staff as required and assigned.
• Communicate effectively with executive-level staff, providing clear and concise information and updates on their issues.
• Troubleshoot and resolve complex technical issues independently when appropriate, and elevate issues with clear documentation when specialized support or broader coordination is required.
• Utilize the ticketing system to assign tickets to the appropriate technician or department.
• Identify incident trends requiring further analysis and contribute to the creation of problem records for escalated incidents.
• Deliver exceptional customer service by communicating professionally, comprehensively, and promptly for all incidents and requests.
• Manage and resolve incidents and service requests within established service level agreements (SLAs).
• Create, maintain, and review technical documentation and knowledge base articles that improve consistency, support repeatable service delivery, and help staff resolve common issues.
• Perform additional duties as assigned.
• Conduct training sessions or create instructional materials as needed.
• Apply technology governance policies and standards in alignment with AOD policies, including appropriate handling of access, data, systems, and support practices.
• Stay abreast of emerging technologies and trends relevant to AOD strategy and needs.
• Identify opportunities for technology-driven innovation and research.

Required Knowledge/Skills/Abilities:

• Microsoft 365 administration and management.
• Strong knowledge of MS 365 services, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams.
• Familiarity with security and compliance best practices.
• Technical knowledge of primary suite of applications including but not limited to Adobe, SharePoint, cloud-based storage and access systems, RingCentral or equivalent Unified Communication Systems, Smartsheet, and Zoom.

The ideal candidate will have exceptionally strong:

• Oral and written communication skills.
• Analytical and problem-solving skills.
• Interpersonal skills.
• Sound judgment.
• Self-direction, with the ability to work independently with little or no oversight.
• Organizational and project management skills and methodology.
• Ability to prioritize tasks while managing multiple projects simultaneously, paying attention to details and meeting deadlines.
• Ability to work effectively, decisively, and professionally under pressure and tight deadlines.
• Collaborative and strategic working skills with various staff and stakeholders.
• Willingness to work on a flexible schedule, including occasional nights and weekends.

Education and Experience Requirements:

• Bachelor’s degree preferred in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum 5 to 7 years’ experience in information technology.
• Relevant technical or service management certifications are a plus, including Microsoft 365, Microsoft Endpoint, ITIL, CompTIA, or other certifications related to technical support, customer service, systems administration, or service desk operations.

Physical Requirements:

• Prolonged sitting and working at a desk with repetitive motion working on a computer.
• Ability to lift up to 40 pounds at a time.
• May involve some standing, bending, and walking.

Travel Required:

• Reliable transportation and ability to travel independently throughout the Archdiocese of Detroit and the United States.

Additional Requirements:

• Must agree, upon acceptance of an offer of employment with the Archdiocese of Detroit, not to engage in, nor endorse, any actions or beliefs contrary to the teaching and standards of the Roman Catholic faith and morality.
• Must demonstrate understanding, respect, and support for Catholic Church teaching, mission, and values.
• Must maintain strict confidentiality regarding any archdiocesan information gained within the Archdiocese of Detroit.
• Knowledge of the Roman Catholic faith, its institutions, policies, and practices is a plus.
• Must have a valid driver’s license and a safe driving record.
• After hours support when required.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement:

The Archdiocese of Detroit is an equal opportunity employer and does not illegally discriminate based on race, color, religion, national origin, sex, age, disability, height, weight, genetic information, or marital or other legally protected status. The Archdiocese of Detroit is committed to achieving excellence through cultural diversity and encourages applications and/or nominations of women, persons of color, veterans, and persons with disabilities.