Help Desk Technician

Joni and Friends•Agoura Hills, CA

5d•$26 - $29•Hybrid

About The Position

We are seeking a Help Desk Technician to provide direct support for onsite and remote employees across multiple platforms and devices. This role involves installing, configuring, maintaining, and troubleshooting computer systems, peripherals, and mobile devices. The technician will manage user accounts, email services, and identity access, including MFA troubleshooting and password resets. They will also configure and support cloud services and SaaS applications such as Microsoft 365, Teams, Zoom, and other collaboration tools. Additional duties include assisting with web-related tasks, tracking software usage, licensing, and compliance, troubleshooting remote access and mobile device connectivity, managing telephone systems, supporting printing services, and assisting with audio-visual needs. The role also requires creating and maintaining documentation, knowledge base articles, and self-service resources, and identifying and escalating complex issues to Tier 2 support. The ideal candidate will multitask and prioritize assignments effectively, conduct technical research, stay current with industry standards, and collaborate on special projects. This position is based in Agoura Hills with a hybrid schedule: Monday, Tuesday, and Thursday in the office, and Wednesday and Friday remote.

Requirements

Must possess a vibrant personal relationship with Jesus Christ and agree with the Joni and Friends statement of faith
Desire to serve in a growing and dynamic Christian service ministry
Must possess the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines
Must be reliable, cooperative, flexible, and exhibit enthusiasm and initiative
Must be capable of working well in a team environment exercising professionalism and respect in interactions with co-workers and people served by the ministry
Proficiency in Microsoft Office applications as well as Windows and Mac Operating Systems
Working knowledge of Microsoft 365 administration fundamentals
A solid understanding of LAN/WAN concepts to include TCP/IP and wireless protocols
An understanding of basic VOIP telecommunications and mobile device configuration
The ability to effectively install and/or upgrade computer systems, learn new software programs, train others to use programs, and coordinate multiple projects simultaneously
Must be able to lift up to 50 pounds and physically execute hardware installation or instruct someone to effectively perform such tasks
Must support a flexible schedule as some evening and weekend hours may be required. Typical schedule is 8:00am - 5:00pm M-F to support operating hours of remote employees/offices
Occasional travel may be necessary
Good interpersonal communication skills both verbal and written and the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines are necessary
Must be detail oriented, committed to accuracy, a team player and self-starter who is flexible and able to work independently
Must have a strong sense of confidentiality
Strong general computer skills are necessary along with a competent, working knowledge of Windows, MacOS, Android, iOS, Microsoft Office, and the Microsoft 365 suite
Understanding of Christian ministry, including Joni and Friends’ mission and purpose

Nice To Haves

Prior Help Desk experience combined with an Associate’s degree and one or more of the following certifications: A+, NET+, MTA (with emphasis on IT Infrastructure) is preferred

Responsibilities

Provide direct support for onsite and remote employees across multiple platforms and devices
Install, configure, maintain, and troubleshoot computer systems, peripherals, and mobile devices
Manage user accounts, email services, and identity access, including MFA troubleshooting and password resets
Configure and support cloud services and SaaS applications such as Microsoft 365, Teams, Zoom, and other collaboration tools
Assist with web-related tasks
Track and monitor software usage, licensing, and compliance with organizational policies
Troubleshoot remote access and mobile device connectivity issues
Manage telephone systems and provide support for general telecommunications needs
Support printing services
Support audio visual needs
Create and maintain documentation, knowledge base articles, and self-service resources for common issues
Identify and escalate complex issues to Tier 2 support as required
Multitask and prioritize assignments effectively to meet varied deadlines
Conduct technical research to support troubleshooting and process improvements
Stay current with industry standards, emerging technologies, and best practices through continuous learning
Collaborate on special projects and initiatives as needed to support departmental and organizational goals
Perform other duties and projects as assigned by the IT Support Manager to ensure alignment with departmental objectives and organizational needs