Help Desk Support Technician

Forrest Johnson•Atlanta, GA

11d•Onsite

About The Position

The Help Desk Support Technician keeps LTW's technology running smoothly so staff can stay focused on the ministry's mission. As the first point of contact for IT issues, this role manages onboarding and offboarding, resolves problems efficiently, and keeps documentation clear and up to date. It's a hands-on opportunity to put technical skills to work in service of Kingdom impact, ensuring every team member has what they need to do their job well.

Requirements

Some experience in IT support or help desk roles preferred; capability and aptitude valued over credentials
Background in trade school, CCAF, military IT (e.g., IT Specialist), or equivalent hands-on experience welcome
Proficiency supporting both Windows (PC) and macOS (Mac) environments
Experience with Microsoft 365, Google Workspace, or similar platforms
Familiarity with ticketing systems and remote support tools
Basic understanding of networking concepts (VPN, Wi-Fi, DNS)
Strong communication skills and a service-oriented, patient mindset
Clear communication with non-technical users
Patience and people skills when supporting staff across a wide range of technical comfort levels
Problem-solving and adaptability
Ability to prioritize and manage multiple requests
Team-oriented with a willingness to serve
Christian. We believe that to contribute to our mission it is essential that a person maintain a vibrant Christian faith.
Called. Work at LTW is not just another job; it is the work of God and an employee should sense the call of God on his or her life work within the ministry.
Competent. In addition to being a Christian and having a sense of calling, a person must be fully competent to perform all the duties of the position.
Committed. Because of LTW’s high standards and its belief in good stewardship, it is essential that all employees manifest a high level of commitment to their job responsibilities and the ministry as a whole.

Responsibilities

Serve as the primary point of contact for all internal IT support requests (hardware, software, access, connectivity)
Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
Support and troubleshoot desktops, laptops, printers, phones, mobile devices, and peripherals
Assist with software deployment and rollout to workstations
Manage and respond to tickets through the IT service management system, ensuring proper documentation and resolution tracking
Support onboarding and offboarding of staff, including device setup, account provisioning, and access control
Assist with user account management (password resets, permissions, MFA support)
Escalate complex issues to the Infrastructure Engineer or IT leadership as needed
Assist with AV and technical setup for meetings, ministry initiatives, and events when required
Contribute to IT documentation, knowledge base articles, and standard operating procedures