Help Desk Specialist

Job description

Reports to: Director of IT

Hours Commitment: Full-time hours (40 hours/week, Sunday-Thursday schedule) with regular weekend responsibilities and after-hours support as needed.

Objective:  The Help Desk Specialist serves as the first point of contact for all IT and Production Services (AVL) support requests. This role is responsible for delivering a high-quality, customer-first support experience by triaging tickets, communicating clearly, and ensuring issues are routed, documented and resolved efficiently.

This individual sets the tone for a culture of exceptional customer service, bringing a balance of responsiveness, care, and follow-through, and they play a key role in supporting ministry through technology and production.

Personal Qualifications: - Have a personal relationship with Jesus and demonstrate ongoing spiritual growth through everyday habits and practices.  - Support LCBC’s mission to introduce people to Jesus and together fully follow him, along with our ministry philosophy, priorities, and beliefs. - Be a leader who is: - Focused:  Work hard with urgency and intensity - Collaborative:  Bring others into your work, give and ask for feedback - Growth-minded:  Plan for growth and be ready for when God wants to move by pursuing personal, spiritual, and professional development - Lead the way in LCBC’s values: We run after the one, we pursue excellence, we prioritize relationships, we deploy people for impact, and we are real and relatable. - Be an LCBC Partner, or willing to become one within 60 days of employment. Regularly attend and participate at LCBC prior to and/or upon employment.

Primary Responsibilities:

Help Desk Leadership: - Serve as the first point of contact for all IT and AVL requests - Triage, prioritize, and route tickets with accuracy and swiftness - Communicate clearly, warmly, and helpfully with staff and volunteers - Resolve basic to intermediate issues and ensure thorough documentation - Model a support experience defined by clarity, ownership, and care

Documentation & Process Improvement: - Create and maintain simple, and accessible documentation for common processes and solutions - Identify gaps and proactively build resources that improve clarity and efficiency - Support workflows and collaboration across IT and AVL

Ordering & Project Support: - Assist with ordering technology and AVL equipment with strong stewardship - Support project coordination, timelines, and communication - Help move initiatives forward by managing details and staying organized - Assist with vendor selection and vetting - Coordinate RFPs for larger quotes

Required Skills: - Strong customer service mindset with a genuine desire to help and serve others - Excellent attention to detail with consistent follow-through - Strong verbal and written communication skills - Ability to manage multiple priorities and stay organized in a fast-paced environment - Resourceful problem-solver with a proactive approach - Strong technical aptitude with ability to learn new systems quickly - Professional, trustworthy, and able to maintain confidentiality

What Success Looks Like & Key Attributes: - Staff and volunteers feel supported, understood, and cared for - Demonstrates tenacity by handling requests with ownership, timely follow through to resolution, and persistence - Communication is proactive, setting clear expectations and next steps, with warmth and professionalism - Documentation is easy to follow and reduces confusion - Projects and purchasing processes are organized and reliable - Stays engaged, solves problems, and doesn’t let details fall through the cracks - Self-motivated, reliable, and driven

Benefits We Offer: - Competitive medical, dental and vision coverage  - Retirement plan contribution and employer match  - Annual counseling benefit  - Generous and immediate paid time-off  - Casual dress  - Quarterly professional and spiritual development days  - Intentional investment in personal and professional development

Evaluation:

The Help Desk Specialist will meet regularly with the Director of IT for planning, goal setting, progress updates, and coaching. A formal Action and Development Plan will be completed and reviewed three times throughout the year.