Technology Support Specialist I

Focus on the Family•Colorado Springs, CO

About The Position

The Technology Support Specialist I is the junior/entry-level technical support position in IT, with training and development for higher grades of Technology Support Specialist roles while performing assigned duties. The position resolves, prioritizes, escalates, and routes service and support requests from Focus users to the IT Service Desk. It troubleshoots issues, identifies root causes, resolves problems, and documents resolutions for end-user services and technology, including Intel and Apple Mac devices and operating systems, desktop Office applications, Apple and iOS devices and applications, specialized desktop video/audio editing products, end-user network and Wi-Fi services, remote network access, telephone services, and email services at Level 1 and some Level 2 support levels. The role assists with desktop projects, implementation of critical software applications, desktop hardware lifecycle management, and support of end-user services. It regularly interacts with customer groups and end users at all levels, including executives, and should require only occasional supervision. Questionable or unusual problems are referred to the immediate supervisor. The position operates in a fast-paced customer service environment and requires respectful, professional, courteous conduct. Work involves frequent interruptions, changing priorities, and special management requests in a normal office environment. The employee must be able to sit and work at a computer for long periods, with scheduled lunches and breaks. The role requires participation in a rotation program to cover support shifts when required. Focus on the Family describes its ministry context as Christian, and the qualifications include Christian character, ministry engagement, and alignment with its core values. The position’s stated pay range is $23.00 to $26.63 per hour. The potential start date is December 7, 2026.

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 function effectively in a team environment.
Ability to work with confidential information.
Strong interpersonal skills and patience when assisting people who do not understand technology.
Ability to provide technical support by phone, with good phone skills and a professional demeanor.
Good problem-solving skills, including the ability to visualize a problem or situation and think abstractly to solve it.
Ability to manage changing workloads, remain productive during slow periods, multitask during busy periods, and maintain patience and professionalism under stress.
Ability to work responsibly with or without direct supervision.
Ability to maintain a calm demeanor under pressure.
Ability to represent the IT department professionally and in a Christ-like manner in dealings with ministry customers and external partners.
Exemplify the Christian character and conduct described in the posting, including a courteous, Christ-like attitude, adherence to the Standard of Moral Conduct and Statement of Faith, and support of the ministry in prayer.
Pursue the Great Commission, consistently witness for Jesus Christ, pray personally for Focus on the Family staff and constituents, occasionally lead public prayer, engage in Christian ministry, and demonstrate behaviors aligned with Focus on the Family core values.
Positive and encouraging attitude and ability to motivate or encourage peers.
Self-motivated, requiring little direct supervision; a team player who is trustworthy and reliable.
Coachable and able to redirect attention and passions as requested.
Creative thinking, effective problem solving, and organization.

Nice To Haves

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

Responsibilities

Participate in a rotation program to cover support shifts when and where 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 and resolve them promptly and professionally when possible.
Identify and document new issue resolutions and processes or procedures to 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 service requests and confirm satisfactory resolution before closing tickets.
With assistance from more senior Support Specialists, provide technical support for desktop hardware, Intel and Apple Mac operating systems, Microsoft Office applications, and other desktop software.
With assistance from more senior Support Specialists, build, configure, and install desktops, workstations, and laptops according to Focus standards; set up new users and provide basic customer training as needed.
With assistance from more senior Support 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 with administration of desktop, laptop, and mobile device fleets.
With assistance from more senior Support Specialists, update desktop software using desktop management tools.
Participate in creating and maintaining standard and custom desktop/laptop images for ministry user profiles.
Develop functional knowledge of additional IT services to enhance service team capabilities and promote IT professionalism, capabilities, and teamwork.
Adhere to IT policies, processes, procedures, and standards.
Follow procedures for Incident, Problem, Release, Service Level, Capacity, Availability, Change, and Configuration Management.
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 in a timely manner with appropriate information.
Perform other duties as assigned.

Benefits

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