IT Helpdesk Associate

The-Summit-Church; Brassfield (NC); Presencial; USD 42.000 - 56.000; Jornada completa

Descripción de la vacante

The Summit Church is seeking a frontline IT Help Desk Technician to support staff across hardware, software, and OS issues. You will be the first contact via tickets, calls, chats, emails, and in-person requests, diagnosing problems and escalating when needed.

Responsibilities include configuring devices for events (iPads, smartboard TVs), maintaining IT asset inventory, updating the knowledge base, and providing on-call support across campuses.

Formación

• Excellent communication and ability to explain solutions clearly.
• Experience with Mac and Windows OS and iPad devices.
• Strong troubleshooting and service orientation.
• Organized, detail-oriented and good at inventory tracking.
• Valid driver’s license and ability to lift 50 lbs.

Responsabilidades

• Serve as first point of contact for staff tech requests via tickets, calls, chats, emails, and in-person requests.
• Diagnose and resolve basic hardware, software, and OS issues; escalate advanced issues.
• Log and close tickets with accurate notes; follow up to confirm resolution.
• Image computers, create user accounts, install upgrades.
• Prepare and coordinate event iPads and smartboard TVs for events.
• Maintain IT asset inventory and clean/organized warehouse.
• Document solutions in IT knowledge base.
• Provide on-call support at multiple campuses during weekends/events.

Conocimientos

Excellent communication

Customer service mindset

Troubleshooting

Mac and Windows OS

iPad/iOS

Inventory management

Organizational skills

Teamwork

Ability to lift 50 lbs

Herramientas

Ticketing system

Printer drivers

iPad/iOS device management

Descripción del empleo

Summary of PositionProvide 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 RequirementsAbility to communicate and explain technical solutions clearly to end usersWorking knowledge of common software, Mac and Windows operating systems, and mobile devices (iPad/iOS)Strong troubleshooting ability and willingness to learnExceptional people and communication skills with a service-oriented attitudeHighly organized and detail oriented, with an eye for accurate tracking and record keepingAble to work independently or in a team and manage multiple requests at onceAble to lift and move equipment up to 50 lbs and transport equipment between campusesValid driver's licenseWork experience in a customer service environmentA member of The Summit Church or willing and able to become a memberResponsibilitiesLevel 1 Help Desk SupportServe as the first point of contact for staff technology requests, responding to incoming tickets, calls, chats, emails, and in-person requestsDiagnose and resolve basic computer, printer, software, and account issues, guiding users through step-by-step solutionsLog, track, update, and close support tickets in the ticketing system, keeping notes accurate and completeEscalate complex or critical issues to the IT Helpdesk Specialist (Tier 2) or Systems Administrator (Tier 3) with clear documentation of steps already takenFollow up with users to confirm issues are resolved and communicate status on open requestsImage computers, set up new user accounts, and install hardware and software upgradesInstall printer drivers and help troubleshoot printer issuesEvent Hardware FulfillmentPrepare, configure, and coordinate iPads for event check-in, including charging, updating, labeling, delivery, and retrievalFulfill smartboard TV requests for events and meetings, including setup, testing, and teardownCoordinate with ministry and event staff ahead of events to confirm hardware needs and timelinesInventory and WarehouseTrack and maintain accurate inventory of IT assets, including check-in/check-out of loaned equipmentKeep the IT warehouse clean, organized, and labeled, ensuring equipment is stored properly and easy to locateReceive, inspect, tag, and log incoming hardware shipmentsAssist the Systems Administrator with hardware tasks (deploy, maintain, repair, track, and retire equipment)Assist in deploying new computers or repurposing computers for staff needsGeneralDocument common solutions, how-to guides, and inventory processes in the IT Knowledge BaseProvide on-call technical support and event hardware support at various campuses during weekend services and events as neededChurchwide EventsThe 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.