IT Help Desk Lead: 24/7 Support & Mentorship

Impactcs; Madison (WI); On-site; USD 60,000 - 85,000; Full time

Job summary

City Church Ministries is seeking an IT Help Desk Lead Technician to support the IT Manager and deliver advanced technical support to pastors, staff and teachers, while coaching a Tier 1 team. The ideal candidate blends strong technical expertise with a servant-hearted approach in a faith-driven environment.

Responsibilities include directing helpdesk operations, managing Windows Server, AD, DNS/DHCP, VPNs, Office 365 and Google Workspace, deploying and maintaining devices, and mentoring staff

Qualifications

• High school diploma or equivalent.
• Certifications (CompTIA Network+/Security+, Microsoft, Cisco) preferred.
• 4-6 years IT support with Tier-2 experience.
• Strong knowledge of servers and networking (TCP/IP, DNS, DHCP, firewalls, switches, routers, VPNs).

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, for hardware, software, and network issues.
• Server & Network Administration: Manage Windows Server environments and network infrastructure incl. AD, DNS, DHCP, VPNs, firewalls.
• Microsoft 365 & Google Workspace Administration: Manage and support M365 and Google Workspace environments.
• Technology Deployment & Management: Deploy, configure, and maintain servers, workstations, mobile devices, Chromebooks, and IP phones.
• Multi-Platform Support: Troubleshoot PC, Mac, Linux, Android, iOS.
• System Maintenance: Routine maintenance on servers, workstations, and mobile devices.
• Service Management: Log, track, prioritize, delegate requests; meet SLA, track hours.
• System Monitoring & Security: Monitor systems and enforce security best practices.
• Team Collaboration: Mentor helpdesk team members and volunteers.
• Other Duties: Projects and documentation as needed.

Skills

Leadership

Tier-2 Support

Server Administration

Network Administration

Microsoft 365

Google Workspace

MDM

Multi-Platform

Ticketing Systems

Security Best Practices

Education

High School Diploma

CompTIA Network+

CompTIA Security+

Microsoft Certification

Cisco Certification

Tools

Windows Server

Active Directory

Group Policy

WSUS

DNS

VPNs

Job description

City Church Ministries is seeking an IT Help Desk Lead Technician to support the IT Manager and deliver advanced technical support to pastors, staff and teachers, while coaching a Tier 1 team. The ideal candidate blends strong technical expertise with a servant-hearted approach in a faith-driven environment.

Responsibilities include directing helpdesk operations, managing Windows Server, AD, DNS/DHCP, VPNs, Office 365 and Google Workspace, deploying and maintaining devices, and mentoring staff