Technology Support Specialist II

Focus on the Family•Colorado Springs, CO

1d•$27 - $31

About The Position

The Technology Support Specialist II position exists to support the ministry objectives of Focus on the Family ministry departments by implementing, upgrading, and supporting End User systems, including computer hardware, software, mobile devices, and business voice telephony solutions. The position responsibilities include identifying, prioritizing, resolving, and/or escalating system issues. This Service Desk Level 2 position will troubleshoot issues, identifying root causes, documenting resolutions, and following processes and procedures required to correct issues pertaining to End User Services. Essential Duties/Responsibilities: Identifies, analyzes, prioritizes, resolves and/or escalates system issues for End User systems Provides Executive Level support to C-Team members and Vice Presidents, and works as part of an On-Call rotation to provide after hours and Executive support Serves as a point of contact (via phone or email) for ministry telecommunications and technology services Enters and updates required information for service requests and incidents into the Service Desk software Determines urgency, impact, and prioritization of a request/incident based on documented criteria Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level Following customers regarding outstanding service requests, and provides satisfactory resolution prior to closing tickets Provides technical support for desktop hardware, all Windows based and Mac operating systems, Microsoft Office Applications, and many other desktop software applications Builds, configures, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as needed Provides support and administration of the desktop telephones and computer based soft telephone systems Remotely installs/updates software in accordance with Software License Management and Cybersecurity Policies Assists in the administration of desktop, laptop, and mobile device fleets; updates software using desktop management tools Takes part in the creation and maintenance of desktop/laptop standard and custom images for ministry computers Gains functional knowledge about additional technology services to enhance service team capabilities and promote technology professionalism, capabilities, and teamwork Adheres to all technical policies, processes, procedures, and standards in the performance of all tasks in this area of responsibility Adheres to procedures for Technology team approved ITIL standards Other Duties/Responsibilities: Perform other duties as assigned

Requirements

Associates degree in Information Systems, Information Technology, or equivalent experience
2-3 years in Mac or PC-based operating systems and applications experience preferred
2-3 years of administration and organizational experience preferred
Experienced in customer service, clear communication, problem resolution, and technology support
Ability to communicate effectively (written and verbal)
Working knowledge of technology equipment
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 ability to work well with others; patience in dealing with people who do not understand technology
Ability to provide technical support over the phone, good phone skills, professional demeanor
Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience, and professionalism during stressful situations
Ability to work responsibly with or without direct supervision
Maintain a cool and calm demeanor under pressure
Able to represent the Technology department in professional and Christ-like manner in all dealings with Ministry customers and external partners

Nice To Haves

Industry certification preferred
PC and Mac certifications preferred

Responsibilities

Identifies, analyzes, prioritizes, resolves and/or escalates system issues for End User systems
Provides Executive Level support to C-Team members and Vice Presidents, and works as part of an On-Call rotation to provide after hours and Executive support
Serves as a point of contact (via phone or email) for ministry telecommunications and technology services
Enters and updates required information for service requests and incidents into the Service Desk software
Determines urgency, impact, and prioritization of a request/incident based on documented criteria
Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible
Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team
Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level
Following customers regarding outstanding service requests, and provides satisfactory resolution prior to closing tickets Provides technical support for desktop hardware, all Windows based and Mac operating systems, Microsoft Office Applications, and many other desktop software applications
Builds, configures, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as needed
Provides support and administration of the desktop telephones and computer based soft telephone systems
Remotely installs/updates software in accordance with Software License Management and Cybersecurity Policies
Assists in the administration of desktop, laptop, and mobile device fleets; updates software using desktop management tools
Takes part in the creation and maintenance of desktop/laptop standard and custom images for ministry computers
Gains functional knowledge about additional technology services to enhance service team capabilities and promote technology professionalism, capabilities, and teamwork
Adheres to all technical policies, processes, procedures, and standards in the performance of all tasks in this area of responsibility
Adheres to procedures for Technology team approved ITIL standards
Perform other duties as assigned