Senior IT Support Specialist - Advanced Tech & Service Desk

(EDO) Entertainment Data Oracle, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 78,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

401(k) with match

Paid holidays

Paid time off

Job summary

Alliance Defending Freedom is seeking an experienced IT Service Desk professional to investigate, diagnose, and resolve technical support issues for the ministry. The role supports peers, assists junior staff, and acts as an advanced specialist while working from our Washington, D.C.

office and reporting to the Service Desk Manager. You will provide advanced onsite and remote support across ministry platforms, maintain ITSM records, coordinate with vendors, and manage IT asset inventory.

Qualifications

• 5+ years of experience 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 ministry platforms, including cloud apps and endpoints.
• Document and track incidents in the ITSM platform for timely resolution and reporting.
• Coordinate with team leads, IT personnel, and vendors on issues and migrations.
• Triage and route service desk tickets with proper categorization and escalation paths.
• Own Tier 1 and Tier 2 incidents; engage Tier 3 or vendors for complex issues.
• Assist end users with a customer-first approach, meeting SLAs and keeping stakeholders informed.
• Collaborate with IT infra, Enterprise Apps, Cybersecurity, and development teams for testing and patches.
• Manage IT asset inventory and lifecycle using asset management tools.
• Administer and troubleshoot unified communications systems (VoIP, Teams, Zoom).

Skills

5+ years IT service desk

Microsoft 365

Windows 10/11

macOS

ITSM

Customer service

Travel readiness

Tools

ITSM platform

Asset management tools

VoIP/Cloud telephony

Job description

Alliance Defending Freedom is seeking an experienced IT Service Desk professional to investigate, diagnose, and resolve technical support issues for the ministry. The role supports peers, assists junior staff, and acts as an advanced specialist while working from our Washington, D.C.

office and reporting to the Service Desk Manager. You will provide advanced onsite and remote support across ministry platforms, maintain ITSM records, coordinate with vendors, and manage IT asset inventory.