Sr. Technical Support Specialist

Alliance Defending Freedom; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) with company match

Paid time off

Paid holidays

Disability insurance

Life insurance

Job summary

Alliance Defending Freedom is seeking an experienced IT Service Desk professional in Dallas, TX to diagnose, resolve, and manage advanced technical support issues across ministry platforms, including cloud-based apps and endpoint devices.

You will collaborate with IT teams and vendors, own Tier 1/2 incidents, and ensure SLA adherence while providing excellent customer service to staff and stakeholders.

Qualifications

• 5+ years of experience in IT service desk operations.
• Proficient in Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Windows 10/11, macOS, and other enterprise software applications.
• 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-based applications, SaaS tools, endpoint devices, and network systems.
• Document, track, and monitor incidents and service requests within the ITSM platform for timely resolution and knowledge base maintenance.
• Coordinate with team leads, IT personnel, and third-party vendors for issues related to IT systems and cloud platforms.
• Triage, prioritize, and route service desk tickets, ensuring proper categorization and SLA compliance.
• Own Tier 1 and Tier 2 support incidents, escalating to Tier 3 or vendors as needed for complex issues.
• Assist end users with technical difficulties with a customer-first approach within SLAs and clear status communication.
• Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues and validate patches.
• Manage IT asset inventory and lifecycle, including procurement tracking, hardware refresh, imaging, and disposal.
• Administer, update, and troubleshoot unified communications systems (VoIP, Teams, Zoom) and collaboration tools.

Skills

Microsoft 365

Windows 10/11

macOS

Troubleshooting

Customer service

Travel flexibility

Tools

ITSM platform

Microsoft Teams

Zoom

Job description

Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our Statement of Faith to ensure we’re a fit for you.

Location: Dallas, TX

Team Overview

In this role, you are responsible for investigating, diagnosing, and resolving technical support issues for the ministry. In addition to serving your peers with IT related issues, you will also act as an advanced support specialist for your team by assisting junior-level team members when needed and investigating more complex issues. In this role, you'll work out of our new Texas office and report to our Service Desk Manager.

Key Responsibilities

• Provide advanced onsite and remote technical support across all ministry platforms, including cloud-based applications, SaaS tools, endpoint devices, and network systems, leveraging modern remote management and monitoring tools.
• Document, track, and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution, accurate reporting, 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 implementations of new technologies, including migrations and integrations.
• Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.
• Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.
• Assist end users experiencing technical difficulties with a customer‑first approach, ensuring all work is carried out in a timely manner, within defined SLAs, and with clear status communication throughout resolution.
• Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues in test environments, validate patches and fixes, and support change management processes.
• Manage IT asset inventory and equipment lifecycle, including procurement tracking, hardware refresh cycles, configuration, imaging, and disposal, using asset management tools to ensure accurate records and minimize downtime.
• Administer, update, and troubleshoot unified communications systems, including VoIP/cloud telephony platforms, video conferencing tools (e.g., Microsoft Teams, Zoom), and collaboration technology.

Minimum Qualifications

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

Pay & Benefits

At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well‑being and growth. While we do not disclose specific salary ranges, our compensation is competitive with top non‑profit law firms. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long‑term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work‑life balance with paid time off and 12 paid holidays each year.

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