Specialist - Technical Support

Archdiocese of St. Louis; St. Louis (MO); On-site; USD 48,000 - 64,000; Full time

Job summary

Archdiocese of St. Louis seeks an IT Technical Support Specialist to be the first point of contact for technology users. This role handles day-to-day troubleshooting for Windows devices and Microsoft 365 apps, supports Active Directory access, and assists with light networking issues.

Tickets and documentation will be maintained; complex issues escalated to the IT team. The ideal candidate will have hands-on helpdesk experience, strong Windows 11 troubleshooting skills, and familiarity with AD

Qualifications

• Hands-on experience in IT helpdesk, desktop support, or similar role.
• Proficiency troubleshooting Windows 11.

Responsibilities

• Respond to incoming IT support requests via phone, email, chat or ticketing.
• Diagnose and resolve Windows issues (sign-in, permissions, Outlook/Teams).
• Install/troubleshoot approved software and peripherals.
• Troubleshoot MFA and authentication issues; manage user access.
• Assist with Active Directory tasks: user accounts, group membership, onboarding/offboarding workflows.
• Troubleshoot Wi-Fi/LAN connectivity, DNS/DHCP/IP basics.
• Coordinate with senior IT/network staff for complex changes.
• Maintain endpoint readiness and document actions for knowledge base.

Skills

Windows 11

Active Directory concepts

Microsoft 365

MFA

Tools

Citrix

Ticketing system

Job description

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The Archdiocese of St. Louis strives to teach and share our faith, serve others, and foster unity throughout the St. Louis area. Once a part of Kenrick-Glennon Seminary's campus, the Cardinal Rigali Center in Shrewsbury, MO is today the headquarters and curia (governing body) for the Archdiocese of St. Louis.

Job Summary

The Archdiocese of St. Louis strives to serve the community through education, housing, healthcare and unites people in faith, service and community. We are seeking an IT Technical Support Specialist to be the first point of contact for users needing technology support. This role provides day-to-day troubleshooting and resolution for Windows devices and Microsoft 365 applications, supports user access through Active Directory, and assists with light networking issues (connectivity and basic network configuration troubleshooting). The technician will manage support requests through a ticketing system, document actions taken, and elevate more complex issues to the IT team.

Job Responsibilities

• Respond to incoming IT support requests (phone, email, chat, and/or ticketing system) and provide timely, accurate assistance.
• Diagnose and resolve common Windows issues including:
• Account access problems (sign-in issues, locked accounts, permissions)
• Password resets and account unlocks (per IT policy)
• Email/client access issues (Outlook/Teams)
• Installation/troubleshooting of approved software
• Printing issues and basic device/peripheral troubleshooting
• Update/patch troubleshooting and general workstation maintenance
• MFA troubleshooting and user verification
• Support Microsoft 365 usage for end users, including Outlook, Teams, OneDrive/SharePoint access basics, and general application troubleshooting.
• Assist with Active Directory support tasks:
  • User account and group membership troubleshooting
  • Understanding login/authentication issues and coordinating resolution
  • Following identity/access workflows for onboarding and offboarding
• Troubleshoot Wi Fi/LAN connectivity, basic DNS/DHCP/IP configuration symptoms
• Confirm connectivity using standard OS tools and checks
• Coordinate with senior IT/network resources when changes/configuration are required
• Problem summary, troubleshooting steps, resolution, and next actions/escalations
• Maintain equipment readiness by supporting basic setup and maintenance of user endpoints.
• Collaborate with the IT team to improve documentation, knowledge base articles, and support processes.
• Follow security and data handling procedures.

Job Requirements

• Hands-onexperienceinanIThelpdesk,desktopsupport,orsimilarsupportrole.
• ProficiencytroubleshootingandsupportingWindows11.
• WorkingknowledgeofActiveDirectoryuserconcepts(accounts,groups,authentication/lockoutbasics).
• WorkingknowledgeofMicrosoft365(OutlookandTeams;basicaccessandsynctroubleshooting).
• Familiaritywithlightnetworkingtroubleshooting(Wi‑Fi/LANconnectivity,IP/DNS/DHCPconcepts,basicnetworkchecks).
• Experience supporting and troubleshooting Citrix client side.
• Work with Multi Factor Authentication mechanisms.
• Abilitytocommunicateclearlywithnon-technicalstaffandprovidestep-by-stepguidance.
• Strongattentiontodetailandconsistentticketdocumentation.

Preferred Qualifications

• Experiencewithticketingsystems.
• Basicexposuretoendpointmanagementtoolsandimaging/deploymentprocesses.
• Familiaritywithprintersetupandtroubleshootingacrosssharedandnetworkprinters.
• Relevantcertifications(e.g.,CompTIAA+,MicrosoftFundamentals,Network+)areaplus.

Working Conditions

• Onsitesupportfordevicetroubleshootingandsetup;remotesupportforuserhelp andsoftware/applicationissues.
• Some local travel to partner sites may be required.
• AbilitytoliftorhandletypicalITequipment(laptops,peripherals,smallnetworkinghardware).

Performance Expectations

• MeetorexceeddefinedticketSLAsandresponse-timetargets.
• Strongfirst-contactresolutionandeffectiveescalationwhenneeded.
• High-qualitydocumentationandknowledgesharingtoreducerepeatincidents.
• Consistentlyprofessional,helpfulcommunicationwithusers and peers.
• Must work effectively in a team environment.

The Archdiocese of St. Louis is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, gender, national origin, age, marital, parental, veteran or disability status.

Pre-Employment Screening

All candidates receiving an employment offer must submit a pre-employment screening. The screening will include criminal background check, Family Care Safety Registration, drug screen, employment and educational licensure/certification verification, health screening, and any other screenings deemed necessary for employment. Any offer would be contingent upon successful completion of any required screening.

Our Mission

We are a unique community—diverse in our talent, but unified in our drive to create together, face challenges together and grow together. Our values push us to empower, propel and inspire new ways of turning possibilities into realities. Our competencies define the behaviors that guide who we are, how we are inspired and how we inspire of others to succeed.

Work/life balance is so important to the archdiocese. After all, our business is about making life easier and better—and we want that for you and your career just as much as our consumers and their day-to-day lives. That’s why we offer flexible working times, remote working options, generous paid vacation increasing with service, and personal leaves of absence.

As well as being able to make the most of life at home, you’ll also be able to contribute to the Archdiocese sponsored volunteer events. You can discover more about who we’re working with near you, and you can always ask us more about this at events and interviews—we love to see how passionate our people are about giving back.