Help Desk Specialist, Tier 1

Position:         Help Desk Specialist, Tier 1  

About Community Bible Study

Community Bible Study (CBS) is an interdenominational Bible study for the community. We offer a wide range of courses in classes around the world, with over 1.1 million participants in 110 countries, 88 languages (and counting!), and 73,000 dedicated volunteers.  CBS fosters a welcoming environment for people from all backgrounds and levels of Bible knowledge.

Since 1975, CBS has been helping people - from children to seniors - to grow in their knowledge and love of Jesus Christ.

CBS Mission Statement: To make disciples of the Lord Jesus Christ in our communities through caring, in-depth Bible study, available to all.

CBS Vision Statement: Transformed Lives Through the Word of God

CBS Core Values: Prayer, Trusting in God's Provision, Excellence, Integrity, Transparency, Servant Leadership

Position Description

The Help Desk Specialist is part of a small technology support team that provides a wide variety of technical support to the CBS ministry. The Help Desk Specialist is responsible for level 1 technical support for CBS software applications, helping develop solutions documentation and training materials, providing some audio/visual support, and generally providing technology assistance throughout the organization. The ideal candidate has a broad range of experience and enjoys a good challenge.

Responsibilities

• Learn the CBS computer and applications systems. (Fisher, Gele, and Microsoft 365)
• Handle inquiries from the field and customer service issues (voice and email) in a timely, accurate and thorough manner.
• Provide “first response” helpdesk support for CBS application users (phone and email).
• Troubleshoot basic computer and web browser issues.
• Accurately document customer issues and information.
• Assist users with hardware, web browser, and system issues.
• Quickly escalate issues that cannot be readily resolved.
• Help maintain resolution information, knowledge bases, and “frequently asked questions”.
• Identify training opportunities that will provide for continued growth in this area.
• Troubleshoot workstation, copier, and printer issues.
• Assist building users with audio/visual needs.

Other

• As with any small staff, there may be a need to fill in other roles from time to time.
• Work with other staff to adjust schedules and to ensure coverage of necessary functions.
• Other duties as assigned.

Qualifications

• High School diploma
• Proficient in the use of Windows and Microsoft Office products
• Knowledge of Microsoft Edge, Google Chrome, Mozilla Firefox, and Safari
• Knowledge of customer service principles and helpdesk practices
• Excellent verbal and written communication skills
• Customer service oriented, professional in all interactions
• Multi-tasker, able to organize and respond to multiple requests while remaining calm
• Detail oriented and thorough
• Demonstrates initiative
• Reliable, dependable
• Ability to lift items weighing up to 50 pounds and to move larger items with the assistance of lifts and other equipment
• Intuitive ability to work with and troubleshoot various office and building equipment
• Ability to run cabling and install media equipment
• Basic knowledge of word press is a plus
• Problem Solver
• Knowledge of iPhone, iPad, and Android mobile devices
• Must be a team player
• Familiarity with CBS is a plus

Other

• Deep and growing relationship with Jesus Christ as evidenced by a strong, clear personal testimony and a lifestyle that reflects spiritual maturity and intimacy with God
• Belief and adherence to the Community Bible Study Statement of Faith
• Commitment to the Mission, Vision, and Core Values of Community Bible Study
• Reports to the Assistant Director of Information Technology
• Work Location: This is a Hybrid Model, with work at the CBS Ministry Service Center in Colorado Springs, Colorado, and remote work
• Weekend or evening work will be required periodically to assist during high-volume periods

Starting Salary Range

• Hourly salary range: $17.00 - $22.00

Benefits Offered

• Four weeks of paid vacation and four weeks of sick leave annually.
• Paid holidays, including your birthday.
• 5% match for the 403(b)-retirement plan.
• Medical insurance coverage.
• Employer-paid dental and vision insurance.
• Employer-paid disability and life insurance.