Helpdesk Technician Level I

JOB SUMMARY 

The Level 1 Helpdesk Technician serves as the first point of contact for church staff and volunteers experiencing IT-related issues. This position requires a service-oriented individual with a broad understanding of technology, including desktop support, software troubleshooting, and basic network systems. The technician will provide support via phone, email, and in person, ensuring efficient operation of technology in support of the church’s mission.

ESSENTIAL FUNCTIONS 

• Provide initial contact and support for users experiencing IT issues, aiming to resolve issues at first contact where possible
• Log all helpdesk interactions in the helpdesk software, maintaining detailed and accurate notes
• Troubleshoot software and hardware issues on a variety of devices, including desktops, laptops, tablets, smartphones, and printers
• Assist with setting up and configuring new hardware and software, ensuring all technology resources are ready for staff and volunteer use
• Support the IT team in maintaining the church’s network infrastructure, including Wi-Fi and wired connections, under supervision
• Facilitate password resets, account creations, and permissions adjustments for users
• Escalate complex issues to higher-level IT staff while ensuring effective communication with the user throughout the resolution process
• Contribute to IT documentation, including helpdesk guides, user manuals, and FAQs, to assist in user self-resolution and training
• Provide technical support during church services and events, which may include weekends and evenings
• Participate in IT projects and initiatives as assigned
• Other duties as assigned 

COMPENTANCIES

• Possess strong communication skills in the English language (verbal and writing)
• Ability to maintain professional relationships
• Possess strong attention to detail
• Ability to respond to emergent or stressful situations in a calm and professional manner
• Ability to prioritize work, meet deadlines, work independently, multitask, and produce results in a high stress environment
• Highest level of personal integrity with an uncompromised commitment to the maintenance of the confidentiality and privacy of all personal and church matters, data, and information
• Must be forward thinking and anticipate the needs of others
• Knowledge in live video production desks (Ross Acuity, Ross Carbonite)
• Knowledge in broadcast production gear (Hitachi Broadcast Cameras, Canon lenses, RTS Com, Broadcast ENG, Sound Devices, AJA, Videon)
• Knowledge in video editing software (Adobe Premiere Pro, Adobe After Effects, Final Cut Pro, Adobe Audition)
• Knowledge in live production presentation (ProPresenter, ProVideoPlayer, Microsoft PowerPoint)
• Working knowledge of Microsoft desktop and server systems, MS Exchange, Active Directory, IIS and Terminal servers
• Working knowledge in networking – TCP/IP, DNS, DHCP, Routing, VLAN, IPSEC and SSL VPN, firewalls and wireless networks
• Experience with setting up VMware Virtual infrastructure. Hyper-V an advantage
• Knowledge of Storage arrays, backup and replication solutions, monitoring systems
• Experience in troubleshooting Technical issues
• Excellent problem-solving, communication, and interpersonal skills, with a patient and service-oriented attitude
• Ability to work independently and as part of a team in a fast-paced environment
• Willingness to learn and adapt to new technologies and software
• Physical ability to perform tasks such as moving computers and equipment

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position (40 hours). Days of operation are generally scheduled Monday – Thursday, 8:00 a.m. – 5:00 p.m. with availability to work flexible hours, including weekends and evenings as required by church events and services.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee may be regularly required to do the following:

• Must have good or corrected vision as well as effective peripheral vision, depth perception and ability to adjust focus

• Must have good manual dexterity and be able to use repetitive motion of the hands and arms

• Must be able to remain in a stationary position for extended periods of time

• Must be able to move about inside the office to perform a variety of tasks

• Must be able to frequently and effectively communicate in both written and verbal form

• Must be able to frequently lift 15 pounds and/or push/pull objects up to 50 pounds

• Occasional reaching, stooping, kneeling, and crouching

• Ability to work collaboratively and communicate effectively with team members at all levels of the organization

  
  

EDUCATION AND EXPERIENCE

• High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+) or associate degree in Information Technology preferred
• 1+ year of experience in a helpdesk or technical support role, or a strong foundation in IT principles and customer service
• Familiarity with Microsoft Office Suite, Windows operating systems, and basic understanding of network concepts

WORK ENVIRONMENT

Duties are performed in an office setting where the work and general environment may be fast-paced and hectic at times. Therefore, it is essential that the employee can effectively handle the normal anxieties associated with the job and manage multiple projects in service-oriented environment. Environmental noise levels are minimal. 

OTHER DUTIES

• Must exemplify CBC’s leadership traits of Honor, Hospitality, Hustle, High Capacity and Humility

• Must be willing to work weekends and occasional special events

• CBC Member, genuine desire to serve God and the Church

• Must live life beyond reproach 1 Timothy 3

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