Senior IT Support Specialist — Advanced Incident Resolution

Alliance Defending Freedom; Washington; On-site; USD 78,000 - 100,000; Full time

Benefits offered by this job

Medical and dental insurance

Dependent care reimbursement

401(k) with 4% company match

Paid time off

12 paid holidays

Job summary

Alliance Defending Freedom is seeking an experienced IT Service Desk Specialist to diagnose and resolve technical issues for the ministry. You will provide advanced onsite and remote support, assist junior team members, and collaborate with cybersecurity and development teams.

In this role you will manage incidents, maintain the knowledge base, and ensure SLAs are met while delivering excellent customer service across Microsoft 365, endpoints, and collaboration tools.

Qualifications

• 5+ years in IT service desk operations.
• Proficient in Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Windows 10/11, macOS.
• Proven troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to travel as needed.

Responsibilities

• Provide advanced onsite and remote technical support across all ministry platforms, including cloud-based applications, SaaS tools, endpoint devices, and network systems.
• Document, track, and monitor all incidents and service requests in the ITSM platform with timely resolution and knowledge base maintenance.
• Coordinate with team leads, IT personnel, and third-party vendors to address issues related to existing IT systems, cloud platforms, and new implementations.
• Triage, prioritize, and route service desk tickets ensuring proper categorization, escalation, and SLA compliance.
• Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, escalating to Tier 3 or vendors as needed.
• Assist end users with technical difficulties with a customer-first approach and clear status communication.
• Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues and support change management.
• Manage IT asset inventory and lifecycle, including procurement tracking, hardware refresh cycles, and disposal.
• Administer, update, and troubleshoot unified communications systems including VoIP, video conferencing, and collaboration tools.

Skills

IT Service Desk Experience

Microsoft 365

Windows/macOS support

Troubleshooting

Customer service

Travel

Job description

Alliance Defending Freedom is seeking an experienced IT Service Desk Specialist to diagnose and resolve technical issues for the ministry. You will provide advanced onsite and remote support, assist junior team members, and collaborate with cybersecurity and development teams.

In this role you will manage incidents, maintain the knowledge base, and ensure SLAs are met while delivering excellent customer service across Microsoft 365, endpoints, and collaboration tools.