ALCS - IT Help Desk Lead Technician

Impact Christian Schools•Madison, WI

23d

About The Position

City Church Ministries is a group of organizations that includes City Church, Abundant Life Christian School, Christian Life College, and 97x FM. Its mission is “Finding Joy in Jesus Christ and Sharing It,” pursued through excellence, joy, and service to the Lord, staff, families, and community. The IT Help Desk Lead Technician supports the IT Manager in maintaining the organization’s infrastructure 24/7 and provides advanced technical support to pastors, staff, and teachers. The role also coaches and assists the Tier 1 helpdesk team, combining technical expertise with a servant-hearted approach in a faith-driven environment. The position is accountable to the IT Manager.

Requirements

High school diploma or equivalent.
Four to six years of experience in IT support, including at least 18 months of technical experience at Tier 2 or above.
Ability to walk, stand, and bend as needed for the assigned shift.
Ability to lift or move up to 50 pounds.
Willingness to continue education to keep up with changing technology.
Flexible schedule, including ability to work nights and weekends when necessary to support organizational needs.
Clear background check that meets ministry requirements.
Agreement with City Church’s Affirmation Statement.
Servant-hearted desire to help accomplish the goals of the leader and organization.
Clear and concise communication, sound judgment, confidence, and ability to navigate difficult situations.
Ability to build trust and maintain good working relationships.
Approachable and welcoming disposition.
Adaptability and ability to navigate change quickly.
Ability to distinguish urgent from important needs and prioritize tasks.
Problem-solving skills, including analyzing complex problems, identifying root causes, and implementing effective solutions.

Nice To Haves

A certification or degree, such as CompTIA Network+, CompTIA Security+, Microsoft, Cisco, or equivalent.
Strong knowledge of servers and networking, including TCP/IP, DNS, DHCP, firewalls, switches, routers, and VPNs.
Experience with SLA management.
Experience coaching or mentoring staff.

Responsibilities

Direct staff and overall helpdesk operations to achieve SLA times and satisfaction among supported ministries.
Provide Tier 2 concierge-style technical support remotely and in person to pastors, staff, and teachers, resolving hardware, software, and network issues.
Manage Windows Server environments, including Active Directory, Group Policy, WSUS, and print and file servers, as well as network infrastructure including LAN, VLANs, DHCP, DNS, firewalls, switches, routers, and VPNs.
Administer and support Microsoft Office 365 and Google Workspace, including user accounts, permissions, and collaboration tools.
Deploy, configure, and maintain virtualized servers, workstations, mobile devices, Chromebooks, and IP phones using Mobile Device Management systems.
Troubleshoot and support PC, Mac, Linux, Android, and iOS devices.
Perform routine maintenance on servers, workstations, and mobile devices, including updates, cleaning, repairs, and resets.
Log, track, prioritize, and delegate support requests through IT service management and ticketing systems; meet SLA requirements, track hours, and manage workflow changes.
Proactively monitor systems, enforce security best practices, and protect data integrity and confidentiality.
Support, lead, and mentor helpdesk team members and volunteers.
Participate in projects and documentation tasks, and perform other IT duties as assigned by the supervisor to meet organizational needs.