IT Support Specialist
The Word Among Us
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Benefits offered by this job
Job summary
The Word Among Us is seeking an IT Support Specialist to provide hands-on trouble-shooting and day-to-day operational support for staff and digital subscribers. You will document tribal knowledge and create runbooks to reduce reliance on individuals, while bridging backend systems with non-technical users.
Reporting to IT leadership, you will help standardize processes, support app releases, and assist with subscriptions and access management, ensuring a courteous, mission-aligned service
Qualifications
- Minimum 3–5 years in IT support, help desk, technical support, or systems administration.
- Experience supporting Windows 10/11 and Microsoft 365.
- Working knowledge of Active Directory, user accounts, and basic network concepts (DNS, TCP/IP).
- Strong communication and interpersonal skills for non-technical users.
- Patient, service-oriented mindset with a focus on helping users solve problems.
- Ability to learn new technologies quickly and translate concepts for non-technical staff.
- Proven documentation discipline and clear SOP writing.
- Ability to manage a support queue and escalate when needed.
Responsibilities
- Staff Technical Support & Troubleshooting across hardware, software, printing, and network access.
- Administer user accounts, licenses, and onboarding/offboarding checklists for key tools.
- Assist with Salesforce administration and basic customization tasks.
- Coordinate software procurement and maintain internal documentation on licenses and credentials.
- Build a structured triage/escalation process to reduce single-person dependency.
- Document SOPs and create runbooks for internal systems.
- Lead Lunch & Learn sessions to raise technical fluency across staff.
- Monitor data replication and integration services between systems and websites.
Skills
Tools
Job description
Entry to Mid-Level · Systems & Technology · Frederick, MD
The Word Among Us is a Catholic publisher that provides daily meditations and spiritual resources through print, mobile apps, and our website, serving readers of all ages in their daily prayer and walk with Christ. As we transition from a print-first publisher to an integrated spiritual platform, our technology environment is central to how we accompany subscribers across every channel.
The IT Support Specialist provides hands-on technical troubleshooting and operational support for The Word Among Us staff and, by escalation, for our digital subscriber base. Reporting to the Director of IT Infrastructure & Security and the Director of Technology & Strategic Initiatives, this role is the first line of support for day-to-day technical issues, freeing senior systems staff to focus on infrastructure, security, and platform modernization. The role helps systematize knowledge that is currently held informally by a small number of people — documenting how our interconnected systems work so that support does not depend on any single individual. The ideal candidate bridges the gap between technical backend systems and non-technical end users, and does so with patience, curiosity, and respect for our mission and our audience.
Director, IT Infrastructure & Security and Director, Technology & Strategic Initiatives
Systems & Technology
Full-time
80-90k, commensurate with experience
Medical, dental, vision, life, AD&D, and LTD insurance; HSA; 401(k) with employer match and immediate vesting; paid time off; 13 paid holidays; ministry service leave; physical fitness reimbursement; estate planning benefit; tuition reimbursement; discretionary annual bonus; all subject to plan terms and eligibility.
- Provide day-to-day on-site Tier 1 and Tier 2 support for both on-site and remote staff across hardware, software, printing, and network connectivity.
- Administer user accounts, access, and license seats across the organization's tech stack (e.g., Microsoft 365, Citrix, GitHub, Monday.com), with onboarding/offboarding checklists.
- Assist with basic administration and user troubleshooting for Salesforce
- Coordinate software procurement (including nonprofit channels such as TechSoup) and maintain internal documentation for software versions, licenses, and credentials.
- This is the IT-side technical tier that receives digital-access issues front-line Customer Service and the Technical Support Representative cannot resolve — it is not a replacement for those roles.
- Serve as the technical escalation point for Customer Service on complex digital access, entitlement, and subscription issues that exceed standard representative training.
- Diagnose failed logins and access problems across the print-subscriber authentication layer (aMember/MMS), helping users navigate the difference between print-subscriber credentials and mobile app-store entitlements.
- Build and maintain a structured triage and escalation process so issues are consistently identified, routed, and resolved — reducing dependence on any single team member.
- Create and maintain instructional guides and runbooks (e.g., using Scribe) for internal systems such as MultiPub and Craft CMS, converting tribal knowledge into shared documentation.
- Lead informal "Lunch & Learn" sessions and one-on-one coaching to raise the organization's overall technical fluency and reduce reliance on workarounds.
- Document standard operating procedures (SOPs) for cross-departmental workflows and system integrations.
- Monitor daily data-replication and integration services between the website, MultiPub, and aMember; flag and help resolve outages quickly.
- Assist with app release testing via TestFlight and App Store Connect, and support SQL/SSRS reporting requests as needed.
- Support implementation of new tools and integrations (e.g., Smarty address verification, RingCentral automations, Stripe billing) under the direction of senior IT staff.
Familiarity with any of these is a plus; a willingness and ability to learn them quickly is essential. We are open to some training with the right foundations.
- Multipub (system of record, on AWS), aMember/MMS (authentication layer), Acumen (legacy), Salesforce NPC/MCAE
- Craft CMS, GitHub
- AWS (basic monitoring), Citrix, Cloudflare
- RingCentral, Microsoft Power Automate, Microsoft 365
- Jira, Monday.com, VanillaSoft, Help Desk software
- New Relic, SQL / SSRS, Postman (API testing)
- Experience: Minimum of 3–5 years in IT support, help desk, technical support, or systems administration (or equivalent aptitude demonstrated through relevant work).
- Experience supporting Windows 10/11 and Microsoft 365.
- Working knowledge of Active Directory, user account management, and basic network concepts (e.g., TCP/IP, DNS).
- Strong communication and interpersonal skills, with a focus on providing clear and helpful support to non-technical users.
- Patient, approachable, and service-oriented mindset with a focus on helping users solve problems.
- Collaborative approach to problem solving with the ability to listen, ask questions, and work toward practical solutions with staff.
- Demonstrated ability to learn new technologies and systems quickly.
- Strong ability to translate technical concepts for non-technical staff and for an older subscriber demographic with varying device literacy.
- A proactive, "detective" mindset — willing to step through logs and data to find the root cause of an error rather than only its symptom.
- Documents clearly and consistently treats good documentation as a core part of the role.
- Able to manage a support queue and work through ambiguity without heavy supervision. Knows when to upscale.
- Fluency in network and associated application technologies and protocols: network design and optimization, Group Policy, hardware/software patching, macOS, Windows Server 2019–2022. Knowledge of Citrix XenServer, Citrix Virtual Apps and Desktops (CVAD), and NetScaler are a plus.
- Comfort navigating multi-platform ecosystems that span legacy Windows applications and modern web / API environments.
- Exposure to subscription, publishing, or membership-based systems.
- Familiarity with SQL, helpdesk/ticketing platforms, or basic scripting (e.g., Python).
- Experience supporting mobile apps (iOS/Android) and digital subscription entitlements.
- Respect for The Word Among Us Catholic mission and a genuine care for the readers we serve. Familiarity with Catholic spirituality is a plus; a shared commitment to serving our audience with patience and kindness is essential.
- Ability to sit and work at a computer for extended periods of time
- Ability to use standard office equipment, including computers, keyboards, and phones
- Occasionally lift and move equipment (up to 25 pounds) such as monitors, laptops, or peripherals
- Ability to move between workstations and assist employees as needed
The Word Among Us provides equal employment opportunities to all employees and applicants, consistent with its Catholic mission and in compliance with applicable federal, state, and local laws.
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