IT Support Specialist, Tier I – Shared Services

National Christian Foundation; Atlanta (GA); Hybrid; USD 42,000 - 65,000; Full time

Job summary

National Christian Foundation in Alpharetta, GA, seeks a Technical Support Specialist, Tier 1 to be the first point of contact for technology inquiries across the organization. You will own incidents from triage to resolution, deliver friendly, patient support, and contribute to a knowledge base to empower staff.

This hybrid role requires 3+ years in IT service desk, strong Windows/macOS support, and a service-oriented mindset.

Qualifications

• Minimum three years IT Service Desk or End User Support experience.
• Experience providing technical support to Windows and macOS end users in a hybrid or remote work environment.
• Familiarity with nonprofit or donor-focused organizations is helpful.
• Strong customer service orientation and communication skills.

Responsibilities

• Maintain daily IT operations (KTLO).
• Triage and manage incoming support tickets per SLA, ensuring documentation and timely resolution or escalation.
• Provide professional, patient, customer-focused support to staff and improve the user experience.
• Onboard and offboard employees, including account provisioning and license management.
• Create and maintain knowledge base articles and internal documentation.

Skills

Windows support

macOS support

Customer service

SLA adherence

Onboarding

Offboarding

Troubleshooting

Education

Bachelor’s degree in Computer Science/IT or related field

Tools

Workspace One

Intune

Jamf

Azure AD/Entra ID

Jira Service Management

ServiceNow

Job description

Headquartered in Alpharetta, Georgia, National Christian Foundation (NCF) is a 501(c)(3) charitable grantmaking ministry that provides creative giving solutions and inspires biblical generosity among Christian families, advisors, and charities. NCF has received more than $33 billion in contributions and made more than $25 billion in giver-recommended grants to 90,000 charities. NCF is an industry leader in accepting gifts of appreciated assets such as stocks, real estate, and business interests, which enable givers to save taxes and maximize charitable gifts. We combine a faith-based approach and like-minded local presence with the support and expertise of a trusted national organization. Learn more at www.ncfgiving.com.

Position Overview

The Technical Support Specialist, Tier 1 serves as the first point of contact for all technology-related inquiries and incidents across the organization. With a passion for turning NCF staff into IT fans, this role goes beyond reactive troubleshooting by proactively helping employees navigate NCF’s technology landscape with confidence. The ideal candidate brings strong foundational technical skills paired with a customer service-oriented, people-first approach to every interaction. They are comfortable shifting gears on the fly, taking full ownership of issues, and sees them all the way to resolution because here, no ticket gets left behind.

As a non-profit organization, we rely on lean resources and a strong sense of shared purpose. The ideal candidate brings not only foundational technical knowledge but also a genuine commitment to service and understanding that every resolved ticket helps keep our employees focused on the givers we serve. This individual will work collaboratively within the IT team, follow established escalation procedures for complex or unresolved issues, and contribute to a support environment built on responsiveness, accountability, and continuous improvement.

This position is hybrid based out of the office in Alpharetta, GA, however, during training the successful candidate will have to be in the office more frequently.

The scheduled work hours for this position are 12:00 p.m. to 8:00 p.m. EST.

Reports to:

Manager, IT Service Desk

Management/Supervision:

None

Duties & Responsibilities

IT Operations and Support

• Maintains daily IT operations (KTLO)
• Receives, triages, and manages incoming support tickets in accordance with established priority levels, SLA targets, and quality ticket handling best practices, ensuring accurate categorization, clear documentation, and timely resolution or escalation
• Delivers a consistently positive support experience by approaching every interaction with professionalism, patience, and a people-first mindset, and actively contributes to customer satisfaction goals as measured by feedback surveys or service quality metrics
• Executes employee onboarding and offboarding procedures, including provisioning and deprovisioning of user accounts, hardware setup and recovery, software licensing, and access management across organizational systems and platforms
• Creates, reviews, and maintains knowledge base articles, how-to guides, and internal documentation to ensure accuracy and relevance, empowering staff with self-service resources and supporting consistent resolution practices across the help desk team

Equipment Preparation and Asset Management

• Prepares new hire equipment by imaging devices, installing software and printers, testing, and shipping with security inserts
• Asset management includes tracking physical inventories such as computers, monitors, peripherals, and notifying management of equipment orders
• EOL deployments and device retirement requires updated inventory documentation, decommissioning equipment, and proper storage

IT Help Desk Urgent Hotline

• Supports employees during critical situations when submitting a standard support ticket is not possible
• Follows SLA thresholds to ensure zero wait time during critical situations
• Classifies and prioritizes incidents; escalates to Tier 2/3 support as necessary
• Logs all Hotline interactions into the ITSM system on behalf of the employee, since standard ticket submission is unavailable

Other Duties And Responsibilities

• Assists with projects as assigned

Christ Centered

• Profession that Jesus Christ is Lord and Savior and a growing, committed relationship with Jesus Christ
• Dedication to biblical Christianity and a lifestyle that is consistent with the teachings of Jesus and the Bible
• Agreement, support, and alignment of NCF’s Statement of Faith, mission, vision, and values
• Demonstrates the values of faithfulness, love, and service

Education

• A Bachelor’s degree in Computer Science, Information Technology, Information Systems or a related field is preferred; equivalent experience in lieu of a degree may be ok

Experience

• A minimum of three years’ IT Service Desk or End User Support experience in a corporate or enterprise environment is required
• Proven experience providing technical support to Windows and macO5 end users in a hybrid or remote work environment required
• Basic understanding of security best practices, phishing awareness, endpoint protection, and data privacy principles
• Certifications (preferred or in progress)
  • Microsoft 365 certification
  • Microsoft Certified: Endpoint Administrator Associate
  • Comp TIA A+ (Core 1 & 2) or CompTIA ITF+
  • Comp TIA Network+ or foundational networking certification
  • Microsoft Certified: Modern Desktop Administrator Associate (MD-102) or equivalent
  • ITIL® 3 or 4 Foundation (preferred for service management environments)
  • Apple Device Support or Jamf fundamentals (preferred in mixed OS environments)
• Familiarity with nonprofit, charitable, foundation, or donor-focused organizations preferred
• Awareness of data sensitivity, compliance, and confidentiality requirements in mission-driven environments helpful

Knowledge Base

• Windows 10/11 and macOS (current and recent versions)
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Entra ID/Azure AD)
• Endpoint management and MDM tools such as WorkSpace One, Intune, Jamf, or similar
• Active Directory and Entra ID (Azure AD) user and group administration
• Basic identity, access management, and MFA concepts
• Networking fundamentals: DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting
• Mobile device support for iOS and Android (corporate-owned and BYOD)
• Modern hardware platforms (HP, Dell, Lenovo laptops/desktops; docking stations and peripherals – Experience with MacBooks required)
• ITSM / Help Desk ticketing systems (ServiceNow, Freshservice, Jira Service Management, Zendesk, or similar)

Competencies

• Demonstrated ability to perform real-time troubleshooting, root‑cause analysis, and issue resolution
• Ability to work independently under general supervision while following established procedures and SLAs
• Strong attention to detail with a high degree of accuracy in documentation and ticket updates
• Ability to manage multiple tasks, shift priorities, and meet service expectations in a fast‑paced environment
• Excellent verbal and written communication skills, with the ability to translate technical concepts into user-friendly language
• Strong organizational skills, including the ability to track, document, and report on outstanding issues
• Calm, professional demeanor when working under pressure or time-sensitive situations
• Exercises sound judgment and consistently demonstrates professionalism and reliability
• Maintains strict confidentiality of business, donor, affiliate, and employee information
• Ethical, tactful, and courteous when interacting with employees, vendors, and partners
• Collaborative team player who contributes to shared goals and continuous service improvement

Work Environment

• This position is hybrid based out of the office in Alpharetta, GA, however, during training the successful candidate will have to be in the office more frequently.
• The scheduled work hours for this position are 12:00 p.m. to 8:00 p.m. EST.
• Additional hours may be required during peak work periods and projects, such as fourth quarter and other peak periods throughout the year
• Occasional travel to the National office in Alpharetta, GA is required. This includes attending companywide corporate events, National Onboarding orientation, IT Operations events, and scheduled team building events.

We believe that every role at NCF is more than just a job, it's a calling. If you’re passionate about using your gifts to serve others, grow in faith, and make a lasting impact for the Kingdom, we’d love to hear from you. Join us in this mission-driven work and be part of a community that values purpose, compassion, and Christ-centered service.

Applicants should be sure to read more about NCF’s vision, mission, and Statement of Faith at www.ncfgiving.com/why-ncf