Sr. Technical Support Specialist

(EDO) Entertainment Data Oracle, Inc.; Washington, Northern (District of Columbia, KY); On-site; 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

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: Washington D.C.

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.

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.

Want to Know More About ADF?

This salary range is reflective of a position based in Washington, D.C. This range isa good faithestimate, and the actual salary may vary based on the candidate’s experience, skills, qualifications, and office location.

Washington, D.C. Salary Range

$77,800 - $99,700 USD

Statement of Faith

I believe in God, the Father almighty, creator of heaven and earth.
I believe in Jesus Christ, his only Son, our Lord,
who was conceived by the Holy Spirit,
born of the Virgin Mary,
suffered under Pontius Pilate,
was crucified, died, and was buried;
On the third day he rose again; he ascended into heaven,
he is seated at the right hand of the Father,
and he will come to judge the living and the dead.
I believe in the Holy Spirit,
the holy catholic Church,
the communion of saints,
the forgiveness of sins,
the resurrection of the body,
and the life everlasting.
Amen.

Doctrinal Distinctives

• We believe in the spiritual unity and equality of believers in our Lord Jesus Christ.
• We believe that the Lordship of Christ requires us as disciples to seek to conform our actions, thoughts, and desires in obedience to Him.
• We believe God creates each person with an immutable biological sex — male or female — that reflects the image and likeness of God.
• We believe God designed marriage as a unique conjugal relationship joining one man and one woman in a single, exclusive, life-long union, and God intends sexual intimacy only to occur within that relationship.
• We believe God endows all human life with inherent dignity, and it must be respected and protected from conception to natural death.
• We believe that God has endowed all humans with the natural, and inalienable right of religious freedom to believe, pursue truth, and live within ordered liberty such that no civil government may justly infringe upon it.
• We believe that God, through His Son, Jesus Christ, calls all of us to deny ourselves, take up our cross, and follow Him, knowing that He promises us abundant and eternal life.