Help Desk Specialist
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.
Overview: 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.
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
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
- 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
- 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
Documentation & Process Improvement:
Ordering & Project Support:
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
Personal Qualifications
Benefits We Offer
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.
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