IT Help Desk Lead Technician

Impact Christian Schools•Madison, WI

12d

About The Position

City Church Ministries is made up of 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 a spirit of service. The IT Help Desk Lead Technician supports the IT Manager in maintaining the organization’s infrastructure 24/7 and providing advanced technical support to pastors, staff, and teachers, while coaching and assisting the Tier 1 helpdesk team. The role combines technical expertise with a servant-hearted approach in a faith-driven environment. The technician leads helpdesk operations, provides Tier 2 support, administers servers, networks, Microsoft 365, and Google Workspace, and deploys and maintains systems and devices. The position also includes service-request management, system monitoring and security, routine maintenance, team mentoring, documentation, projects, and other IT duties assigned to meet organizational needs. The role is accountable to the IT Manager.

Requirements

High school diploma or equivalent.
Four to six years of IT support experience, including at least 18 months of technical experience at Tier 2 or above.
Clear background check meeting ministry requirements.
Agreement with City Church’s Affirmation Statement.
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.
Ability to work a flexible schedule, including nights or weekends when necessary.
Servant-hearted desire to help accomplish the goals of leaders and the organization.
Clear, concise communication; confidence; sound judgment; 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 prioritize urgent and important needs.
Ability to analyze complex problems, identify root causes, and implement effective solutions.

Nice To Haves

CompTIA Network+, CompTIA Security+, Microsoft, Cisco, or equivalent certification or degree.
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 helpdesk staff and operations to achieve SLA times and satisfaction across supported ministries.
Provide remote and in-person Tier 2 technical support to pastors, staff, and teachers, resolving hardware, software, and network issues.
Administer Windows Server environments, including Active Directory, Group Policy, WSUS, print servers, and file servers.
Manage network infrastructure, including LAN, VLANs, DHCP, DNS, firewalls, switches, routers, and VPNs.
Manage 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 MDM 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 using 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 assigned by the supervisor to meet organizational needs.
Continue education to keep up with changing technology.
Work nights or weekends when necessary to support organizational needs.