Technology Support Specialist II

Focus on the Family • Colorado Springs, CO

1d • $27 - $31

About The Position

The Technology Support Specialist II supports 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. This Service Desk Level 2 role identifies, prioritizes, resolves, or escalates system issues; troubleshoots problems; identifies root causes; documents resolutions; and follows established processes and procedures for End User Services.

The position provides executive-level support to C-Team members and Vice Presidents and participates in an on-call rotation for after-hours and executive support. It also supports desktop and laptop systems, mobile devices, telephony, software deployment, device fleet administration, and standard and custom computer images. The specialist follows technology policies, cybersecurity and software-license requirements, and approved ITIL procedures, while providing professional customer service to ministry customers and external partners.

The role operates in a fast-paced customer service environment with frequent interruptions, changing priorities, and special requests. The potential start date is December 7, 2026. Pay is $27.00 to $31.06 per hour.

Requirements

• Associate degree in Information Systems, Information Technology, or equivalent experience.
• Experience in customer service, clear communication, problem resolution, and technology support.
• Ability to communicate effectively in writing and verbally.
• 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 and work responsibly with or without direct supervision.
• Ability to work with confidential information.
• Strong interpersonal skills, including patience when helping people who do not understand technology.
• Ability to provide technical support over the phone with good phone skills and a professional demeanor.
• Problem-solving ability, including visualizing a problem or situation and thinking abstractly to solve it.
• Ability to manage changing workloads, multitask during busy periods, remain productive during slower periods, and maintain patience and professionalism under stress.
• Ability to maintain a calm demeanor under pressure and represent the Technology department professionally and in a Christ-like manner.
• Exemplify the Christian character and conduct described in the posting, including adherence to Focus on the Family’s Standard of Moral Conduct and Statement of Faith, and engage in Christian ministry.
• Provide respectful, professional, and courteous service; handle frequent interruptions, changing priorities, and special requests.
• Able to sit and work at a computer for long periods and potentially kneel under desks to install computers and network cable connections.

Nice To Haves

• Two to three years of experience with Mac or PC-based operating systems and applications.
• Two to three years of administration and organizational experience.
• Industry certification.
• PC and Mac certifications.
• Positive, encouraging attitude and ability to motivate or encourage peers.
• Self-motivated with little need for direct supervision; trustworthy, reliable, coachable, organized, creative, and an effective problem solver.

Responsibilities

• Identify, analyze, prioritize, resolve, or escalate system issues for end-user systems.
• Provide executive-level support to C-Team members and Vice Presidents and participate in an on-call rotation for after-hours and executive support.
• Serve as a point of contact by phone or email for ministry telecommunications and technology services.
• Enter and update service request and incident information in Service Desk software.
• Determine request or incident urgency, impact, and priority using documented criteria.
• Troubleshoot and diagnose service issues and resolve them promptly and professionally.
• Identify and document 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 about outstanding requests and provide satisfactory resolution before closing tickets.
• Provide technical support for desktop hardware, Windows and Mac operating systems, Microsoft Office applications, and other desktop software.
• Build, configure, and install desktops, workstations, and laptops according to Focus standards; set up new users and provide basic customer training as needed.
• Support and administer desktop telephones and computer-based soft telephone systems.
• Remotely install and update software in accordance with software license management and cybersecurity policies.
• Assist with administration of desktop, laptop, and mobile-device fleets and update software using desktop management tools.
• Participate in creating and maintaining standard and custom desktop and laptop images for ministry computers.
• Develop functional knowledge of additional technology services to strengthen team capabilities, professionalism, and teamwork.
• Follow technical policies, processes, procedures, standards, and approved ITIL procedures.
• 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 access 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 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.
• Temporary employees are not eligible for benefits except sick time, bookstore discount, and fitness center access.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree