The Technical Solutions Specialist is a Solutions Team help desk support role and is a cornerstone of the greater CFTech Team. As a member of the Solutions Team, you are the first point of contact with the IT Department for the church, and as such you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently. Delivering effective business communication should be second nature.
JOB DUTIES:.
- First and second-level helpdesk support, which includes ticket triage, incident resolution, and escalation.
- Adhering to SLAs, being responsive to incoming requests, and resolving issues promptly.
- Effectively prioritizing calls to ensure those that have the greatest impact on the church are resolved first.
- Providing both on-site and remote support to multiple campuses and events.
- Provisioning, deploying, and maintaining various hardware devices, including but not limited to Windows, Mac, and iOS devices.
- User provisioning and access management.
- End-user technical training.
- Participation in a weekend rotation.
- Serving in events that occasionally occur outside typical business hours (nights and weekends).
- Staying up to date with the latest technical trends and broader cybersecurity landscape.
- Other duties as assigned.
EDUCATION:
- Bachelor’s Degree in Computer Science or a related field is preferred
- Industry certifications are a plus
RELEVANT WORK EXPERIENCE:
- 2+ years of relevant experience in a Technology Support (IT/IS) role.
- Great communication skills, effectively communicating steps to resolve end user’s challenges.
- Working knowledge of Microsoft hardware, Microsoft 365, and Active Directory experience.
- Ability to work with ticketing systems for issue resolution. Create and maintain knowledgebase articles.
- Must have excellent analytical, problem-solving, and decision-making skills to find solutions to complex problems.
- Have strong organizational skills. Detail-oriented professional who stays focused on department objectives.
- Able to perform high-quality, systematic work with minimum supervision within assigned deadlines.
- Able to handle confidential matters and material with excellence.
- Growth mindset, remaining flexible and teachable.
- Strong written and verbal communication skills and an ability to collaborate with multiple teams.
- Able to handle confidential matters and material with excellence.
JOB SPECS:
Classification: Full-time, Salary (Exempt). Be available for after-hours or weekend assignments.
Reporting to: Technical Solutions Team Manager
