Level 1 Support Technician - In Touch Ministries

We are looking for a Level 1 Support Technician (Part-Time), to fill the position of IT Technician for the IT Technical Operations team. This person will be responsible for the ongoing processing, configuration and deployment of end-user IT hardware, including but not limited to laptop computers, desktop computers, monitors, telephones and other peripherals. They will work directly with end users on hardware refreshes and upgrades, ensuring that newly deployed systems are configured to meet specific end user needs. Some first-level IT support responsibilities will also be part of this role. This role requires strong organizational and interpersonal skills, thoroughness in following documented processes, great attention to detail and the ability to provide excellent customer service.

Position type: Part-Time (20 -25 hours), Non Remote. 

Experience/Competencies:

· Strong technical competency - This includes an understanding of the basic principles of computer hardware and software, networking, operating systems, applications, and peripherals. Also includes the desire, willingness, and ability to learn about new systems/technologies.

· Attention to detail - Must be thorough in following documented, multi-level processes in order to see tasks through to completion.

· Communication skills - Must be able to communicate with various people and positions through spoken or written means clearly, accurately, and with understanding.

· Customer service - Must exhibit the patience and servant spirit necessary to provide excellent customer service to end users. Must be patient and respectful when dealing with less technically savvy individuals.

· Teamwork - Ability to work well as part of a team to reach the shared goal of providing excellent service to the various departments within the organization. Must give and receive feedback respectfully and exhibit willingness and flexibility to adapt to the changes and to the team's needs.

· Initiative - Must be called “to work for the betterment of The Kingdom” through this aspect of In Touch. Self-starter, motivated, adapts to change, and able to handle multiple tasks.

Responsibilities:

· Deployment/management of computer hardware/software. Responsibilities include: Preparing hardware with basic image using automated deployment tools. Ensuring proper enrollment into Microsoft InTune system for automated application installation. Manual installation and basic configuration of applications as needed. Deployment and configuration of basic computer peripherals. Following documented processes regarding retiring and disposal of computer hardware at the end of its lifecycle.

· Conduct hardware replacement/refreshes for end users based on preset hardware lifecycles. Responsibilities include: Contacting customer to determine specific needs and preparing/customizing computer hardware and applications accordingly. Perform physical replacement of computer hardware and seeing the process through to ensure customer satisfaction.

· Asset management. Responsibilities include: Receipt and processing of new physical hardware into asset management system. Ongoing updating of asset management database with move/add/changes of various assets.

· User configuration/management. Responsibilities include: Participating in documented onboarding/offboarding tasks along with involvement from Ministry Resources and other departments. Utilizing Active Directory/Office 365 hybrid system, phone system software and other technologies in the environment for creation and management of accounts and access.

· First level support of computer environment. Responsibilities include: Basic troubleshooting of operating system and applications. Basic troubleshooting/maintenance of computer hardware and peripherals to include telephony hardware and printers.

· Assist with various tasks in support of the IT department and its various teams. Responsibilities include: Updating of documentation. Rollout of new hardware/software and other various tasks in support of higher enterprise-level projects.

Experience/Qualifications:

· Must exhibit spiritual maturity working as a part of the In Touch team.

· Basic experience using Microsoft Windows operating systems, specifically Windows 10 and 11.

· Basic experience using Microsoft Office applications such as Excel, Word, Outlook, etc.

· Basic troubleshooting experience with computers, peripherals, Windows operating systems and printers is preferred but not required.

· Experience with Apple MacOS is preferred but not required.

· Basic IT certifications such as A+, Network+, and MCP for Windows are preferred but not required.