IT Helpdesk Specialist

Summary of Position

Provide technical assistance for staff on a variety of software, hardware, and operating system issues. Identify, research, and resolve IT related incidents / tickets generated by users. Communicate with users to restore service levels. Deploy new hardware and software as directed. Document solutions and help develop IT knowledge base.
 

Qualifications and Requirements

• Ability to communicate and translate a technical solution to end users
• Knowledge of popular software and operating systems and helpful workarounds / solutions
• Excellent troubleshooting ability
• Exceptional people and communication skills
• Detail oriented and able to work independently or in a team
• Work experience in IT Support or IT Help Desk, or pursuing IT related degree (not required but highly desirable)
• A member of the Summit Church or willing & able to become a member

Responsibilities

• Troubleshoot, diagnose, and resolve/restore service for user incidents and issues
• Install and configure Mac and Windows software and hardware
• Assist Systems Administrator with various hardware tasks (Repair, deploy, maintain, repair, track)
• Perform root cause analysis on IT tickets to determine best course of remediation
• Document common solutions and how-to guides in IT Knowledge Base
• Perform asset and inventory management tasks
• Install printer drivers and help troubleshoot printer issues
• Assist in deploy new computers or repurpose computers for staff needs
• Assist in the creation of documents pertaining to How To’s, process documentation, and inventory management
• Provide on-call technical support and perform maintenance as necessary at various campuses during weekend services