Tech Support Specialist

Jewish Voice Ministries International•Phoenix, AZ

12d

About The Position

This role is responsible for providing high quality front-line IT support to the organizational staff as it relates to computers, systems and software usage, including all network-connected and mobile devices for local and remote users. Work with the IT team in maintaining wired and wireless networks and related support systems, including workstation issues related to programs, software, hardware, printers, multi-function copiers and cloud-based phone system. Responsibilities include standard IT troubleshooting and problem resolution, along with larger scale projects and system deployments and upgrades. The ideal candidate has a strong Christian faith and will enjoy playing a vital role in supporting our global Christian ministry dedicated to proclaiming the Gospel to the Jew first, growing the Messianic movement, and engaging the Church concerning Israel.

Responsibilities

Provide the highest level of customer service as the front-line interface with organization staff for all matters related to technology.
Identify, manage, escalate, and resolve technical issues as reported by end users through a ticket system, including closure and follow through to ensure that the issue(s) are fully resolved.
Thoroughly communicate to end users and others in the IT department regarding status and expected resolution times with the goal of ensuring that staff is "back in business" as soon as possible.
Manage adds/moves/changes for computers and printers as needed for new users, departed users, or workstation moves, including shipping of equipment to remote users outside of the metro-Phoenix area.
Participate in the management of the e-mail environment, shared resources, and user accounts and security access (Active Directory).
Manage new computer builds and "re-builds" to JVMI specifications.
Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
Monitor and maintain a ticket queue and work toward exceeding baseline metrics regarding open tickets and turnaround time.
Assist Systems/Network Engineer in troubleshooting LAN or other networks as needed.
Ensure security software is running and updated on all endpoint computers and resolve issues related to computer viruses and malware.
Track and manage inventory of computer hardware and accessories including proper disposal of retired or disabled equipment using in-house Asset Tracking System (ATS).
Recommend and implement process improvement (e.g. streamline, add automation, eliminate redundancies, reduce cost, number hand-offs between roles, etc.) and incorporate into SOP revisions.