IT Support and Systems Administrator

GRACE CHAPEL INC•Lexington, MA

1d•Onsite

About The Position

The IT Service Technician supports the mission and ministries of Grace Chapel by ensuring reliable, secure, and effective technology systems that enable staff, volunteers, and ministry teams to serve the church community with excellence. This role blends technical expertise with a heart for service, collaboration, and stewardship. Working closely with the Director of IT, church staff, ministry leaders, and technology partners, the IT Support and System Administrator provides daily technical support, assists with IT projects, supports database and application administration, and helps ensure that technology resources align with the church’s values, growth, and ministry goals. A successful candidate demonstrates a collaborative oriented mindset, strong problem-solving skills, and a willingness to learn and adapt as the church evolves.

Requirements

A service oriented mindset with a desire to help others succeed in their ministry roles (Servant Leadership & Support).
Strong analytical and troubleshooting skills with attention to detail and the ability to manage multiple priorities (Problem Solving).
Solid understanding of hardware, software, networking, and systems administration (Technical Expertise).
Familiarity with database maintenance and administration best practices.
Experience installing, configuring, documenting, testing, and supporting applications and systems.
Ability to work effectively with staff, volunteers, and project teams (Project Collaboration).
Strong organizational and time management skills.
Clear, respectful, and timely effective written and verbal communication (Professional Communication).
Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience.
2–5 years of experience in IT operations or technical support.
Technical Knowledge & Experience with Microsoft Windows Desktop operating systems (Windows 10, 11).
Technical Knowledge & Experience with Microsoft Windows Server operating systems (2012 R2, 2016, 2019).
Technical Knowledge & Experience with Microsoft Office (2013, 2016, 2019).
Technical Knowledge & Experience supporting macOS and iOS devices.
Technical Knowledge & Experience with Active Directory, DNS, DHCP, TCP/IP, LAN/WAN concepts.
Technical Knowledge & Experience with Antivirus and endpoint protection platforms.
Strong understanding of IT infrastructure, security, and operational best practices.

Nice To Haves

2+ years of experience with networking hardware including switches, routers, firewalls, UPS, and backup systems.

Responsibilities

Provide friendly, patient, and professional technical support to church staff and ministry teams.
Troubleshoot and resolve hardware, software, and system issues that impact ministry effectiveness.
Deliver on-site and remote support for: Church offices and campuses, Conference rooms and ministry spaces, including AV systems, Printers and peripherals, End-user workstation setup and lifecycle management, VoIP and church phone systems, including Zoom and/or Teams, macOS and Windows-based devices, Wireless and wi-fi applications.
Respond to support requests using hands-on and remote troubleshooting techniques.
Escalate unresolved issues appropriately while keeping users informed.
Follow established ticketing procedures: Create tickets promptly upon contact, Update tickets after each interaction, Review and manage assigned tickets daily, Provide updates and communication to end-user(s).
Answer incoming support calls when assigned to the IT support queue.
Assist with administration of church technology platforms including: Microsoft 365 (Office 365, SharePoint, Teams), VOIP systems, Identity management and SSO applications.
Install, configure, and maintain workstations, servers, networking equipment, and related infrastructure.
Perform scheduled maintenance on servers, workstations, and network equipment to ensure reliability and uptime.
Support data migrations during system upgrades or equipment refreshes.
Help maintain network and endpoint security through proactive monitoring, antivirus deployment, and log review, ensuring responsible stewardship of church data.
Administer and maintain church databases, including the Church Management System (ChMS).
Ensure data accuracy, integrity, privacy, and appropriate access controls.
Perform routine database maintenance such as backups, basic performance checks, and data cleanup.
Identify opportunities to improve reporting, workflows, and database functionality to better support ministry and operations.
Assist with system integrations and data exchanges between church applications and platforms.
Maintain accurate inventory of church-owned IT equipment.
Provision new equipment for staff and ministry use and proactively decommission outdated technology.
Create and maintain clear documentation, user guides, and technical manuals.
Develop and review standard operating procedures (SOPs) and IT policies to promote consistency and best practices.
Participate in IT projects that support ministry growth, campus expansion, and operational improvements.
Take on additional projects and duties as needed to support church priorities and special initiatives.
Evaluate, recommend, and assist with implementing technology solutions that align with church vision and budget.
Build strong, collaborative relationships with technology vendors and the church’s Managed Services Provider (MSP).
Availability to work outside standard business hours when necessary, including evenings, weekends, and urgent or emergency situations.