Technology Support Specialist I

Focus on the Family•Colorado Springs, CO

9d•$23 - $27•Onsite

About The Position

The Technology Support Specialist I is an entry-level IT support role that provides Level 1 and some Level 2 assistance to Focus on the Family users. The specialist responds to service and support requests, resolves issues when possible, or prioritizes, escalates, and routes them to the appropriate technical group. Support covers Intel and Apple Mac devices and operating systems, Microsoft and Mac desktop Office applications, Apple desktop, laptop and iOS devices, specialized video and audio editing software, network and Wi-Fi services, remote network access, telephone services, and email services. The position also assists with desktop projects, software implementations, hardware lifecycle management, and end-user services. It regularly serves users at all levels, including executives, and generally works with only occasional supervision. The role participates in a rotation program to cover support shifts. With guidance from more senior specialists, it supports and configures end-user equipment and software, administers desktop telephone systems and device fleets, and maintains desktop images and standards. The position is part of a fast-paced customer service environment with frequent interruptions and changing priorities. Focus on the Family is a Christian nonprofit ministry with nearly 700 employees headquartered in Colorado Springs, Colorado.

Requirements

Associate’s degree in Information Systems, Information Technology, or a related field; significant proven experience may be considered in lieu of degree(s).
1–2 years of experience with Apple OS/iOS hardware and applications.
1–2 years of experience with Windows-based operating systems and applications.
1–2 years of administration and organizational experience.
Customer service and communication experience.
Ability to communicate effectively in writing and verbally.
Working knowledge of printers and computer consoles.
Strong attention to detail and accuracy; ability to follow directions and keep records.
Ability to work effectively in a team and handle confidential information.
Strong interpersonal skills, including patience when assisting people who do not understand technology.
Ability to provide technical support by phone, with good phone skills and a professional demeanor.
Problem-solving ability, including abstract thinking and visualizing problems or situations.
Ability to manage changing workloads, multitask, remain productive during slow periods, and maintain patience and professionalism under stress.
Ability to work responsibly with or without direct supervision and maintain a calm demeanor under pressure.
Ability to represent the IT department professionally and in a Christ-like manner when dealing with ministry customers and external partners.
Consistently demonstrate the stated Christian character expectations, including a Christ-like attitude, adherence to the Standard of Moral Conduct and Statement of Faith, prayerful support of the ministry, and engagement in Christian ministry.
Demonstrate behaviors aligned with Focus on the Family core values.
Positive, encouraging, self-motivated, trustworthy, reliable, coachable, organized, creative, and effective as a problem solver and team player.

Nice To Haves

Bachelor’s degree.
CompTIA A+ certification.
PC and Mac certifications.

Responsibilities

Participate in a rotation program to cover support shifts as required.
Serve as a point of contact by phone or email for ministry telecommunications and IT service and support needs.
Enter required information for service requests and incidents into the Service Desk software.
Prioritize requests and incidents and assess their impact using documented criteria.
Troubleshoot and diagnose service issues, seeking prompt and professional resolution.
Identify and document issue resolutions and processes or procedures that improve service quality and team efficiency.
Escalate unresolved service issues promptly to the appropriate technical service group, providing supporting information.
Follow up with customers on outstanding requests and confirm satisfactory resolution before closing tickets.
With assistance from senior specialists, support desktop hardware, Intel and Apple Mac operating systems, Microsoft Office, and other desktop applications.
With assistance from senior specialists, build, configure, and install desktops, workstations, and laptops to Focus standards; set up new users and provide basic customer training as needed.
With assistance from senior specialists, support and administer desktop telephones and associated telephone systems.
Remotely install and update software in accordance with software license management and IT security policies.
Assist in administering desktop, laptop, and mobile device fleets.
With assistance from senior specialists, update desktop software using desktop management tools.
Participate in creating and maintaining standard and custom desktop and laptop images for ministry user profiles.
Develop functional knowledge of additional IT services to strengthen service team capabilities and teamwork.
Follow IT policies, processes, procedures, standards, and applicable service management procedures.
Provide initial triage and troubleshooting, and first-call resolution where possible, for Apple OS and iOS hardware and software issues.
Escalate Apple OS and iOS-specific issues to the appropriate service area promptly and with relevant information.
Perform other duties as assigned.

Benefits

Norton LifeLock ID Theft Coverage for employees scheduled for 20 or more hours per week.
Legal Shield/ID Shield Coverage for employees scheduled for 20 or more hours per week.
AFLAC for employees scheduled for 20 or more hours per week.
403B Retirement Plan for employees scheduled for 20 or more hours per week.
Vacation time and vacation payout for employees scheduled for 20 or more hours per week.
Sick time for employees scheduled for 20 or more hours per week.
Holidays for employees scheduled for 20 or more hours per week.
Service awards for employees scheduled for 20 or more hours per week.
Community service days for employees scheduled for 20 or more hours per week.
Bookstore discount for employees scheduled for 20 or more hours per week.
Fitness center for employees scheduled for 20 or more hours per week.
Medical plan for employees scheduled for 30 or more hours per week.
Dental plan for employees scheduled for 30 or more hours per week.
Vision plan for employees scheduled for 30 or more hours per week.
Life insurance for employees scheduled for 30 or more hours per week.
Disability insurance for employees scheduled for 30 or more hours per week.
Flexible spending accounts for employees scheduled for 30 or more hours per week.
Employee Assistance Program (EAP) for employees scheduled for 30 or more hours per week.
Tuition reimbursement for employees scheduled for 30 or more hours per week.
Warehouse membership reimbursement for employees scheduled for 30 or more hours per week.