Sr. Technical Support Specialist

Alliance Defending Freedom•Dallas, TX

2d•Onsite

About The Position

In this role, you are responsible for investigating, diagnosing, and resolving technical support issues for the ministry. In addition to serving your peers with IT related issues, you will also act as an advanced support specialist for your team by assisting junior-level team members when needed and investigating more complex issues. In this role, you'll work out of our new Texas office and report to our Service Desk Manager.

Requirements

5+ years of experience in IT service desk operations.
Proficient in Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Windows 10/11, macOS, and other enterprise software applications.
Proven troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Multitasking skills and ability to handle a fluctuating workload.
Ability to work responsibly with or without direct supervision.
Ability to travel as needed.

Responsibilities

Provide advanced onsite and remote technical support across all ministry platforms, including cloud-based applications, SaaS tools, endpoint devices, and network systems, leveraging modern remote management and monitoring tools.
Document, track, and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution, accurate reporting, and knowledge base maintenance.
Coordinate with team leads, IT personnel, and third-party vendors to address issues related to existing IT systems, cloud platforms, and implementations of new technologies, including migrations and integrations.
Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.
Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.
Assist end users experiencing technical difficulties with a customer-first approach, ensuring all work is carried out in a timely manner, within defined SLAs, and with clear status communication throughout resolution.
Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues in test environments, validate patches and fixes, and support change management processes.
Manage IT asset inventory and equipment lifecycle, including procurement tracking, hardware refresh cycles, configuration, imaging, and disposal, using asset management tools to ensure accurate records and minimize downtime.
Administer, update, and troubleshoot unified communications systems, including VoIP/cloud telephony platforms, video conferencing tools (e.g., Microsoft Teams, Zoom), and collaboration technology.