IT Helpdesk Associate

The Summit Church•Durham, NC

1d•Onsite

About The Position

Provide frontline technical assistance for staff on hardware, software, and operating system issues and serve as the first point of contact for staff technology requests across tickets, calls, chats, email, and in person. Diagnose and resolve basic hardware, software, and operating system issues, and escalate complex or critical issues to Tier 2 and Tier 3 support. Fulfill hardware requests for church events, including preparing check-in iPads and smartboard TVs. Maintain accurate inventory of IT assets and keep the IT warehouse organized, clean, and ready to support staff and ministry needs. Document solutions and contribute to the IT knowledge base.

Requirements

Ability to communicate and explain technical solutions clearly to end users
Working knowledge of common software, Mac and Windows operating systems, and mobile devices (iPad/iOS)
Strong troubleshooting ability and willingness to learn
Exceptional people and communication skills with a service-oriented attitude
Highly organized and detail oriented, with an eye for accurate tracking and record keeping
Able to work independently or in a team and manage multiple requests at once
Able to lift and move equipment up to 50 lbs and transport equipment between campuses
Valid driver's license
Work experience in a customer service environment
A member of The Summit Church or willing and able to become a member

Responsibilities

Serve as the first point of contact for staff technology requests, responding to incoming tickets, calls, chats, emails, and in-person requests
Diagnose and resolve basic computer, printer, software, and account issues, guiding users through step-by-step solutions
Log, track, update, and close support tickets in the ticketing system, keeping notes accurate and complete
Escalate complex or critical issues to the IT Helpdesk Specialist (Tier 2) or Systems Administrator (Tier 3) with clear documentation of steps already taken
Follow up with users to confirm issues are resolved and communicate status on open requests
Image computers, set up new user accounts, and install hardware and software upgrades
Install printer drivers and help troubleshoot printer issues
Prepare, configure, and coordinate iPads for event check-in, including charging, updating, labeling, delivery, and retrieval
Fulfill smartboard TV requests for events and meetings, including setup, testing, and teardown
Coordinate with ministry and event staff ahead of events to confirm hardware needs and timelines
Track and maintain accurate inventory of IT assets, including check-in/check-out of loaned equipment
Keep the IT warehouse clean, organized, and labeled, ensuring equipment is stored properly and easy to locate
Receive, inspect, tag, and log incoming hardware shipments
Assist the Systems Administrator with hardware tasks (deploy, maintain, repair, track, and retire equipment)
Assist in deploying new computers or repurposing computers for staff needs
Document common solutions, how-to guides, and inventory processes in the IT Knowledge Base
Provide on-call technical support and event hardware support at various campuses during weekend services and events as needed
Serve at church-wide events such as Easter services, church-wide prayer meetings, Good Friday service, and Christmas services.