What are the responsibilities and job description for the User Support Specialist position at Eagle Brook Church?
Eagle Brook Church is a multi-site church looking for a customer focused User Support Specialist to join our Technology team at the Central Office located in Centerville, MN. This person will be the first point of contact and basic trouble shooter for technology-based issues. A person with strong customer service, equipment installation, and training skills will thrive in this job. If you love to build relationships and collaborate with teammates, you may be the perfect candidate.
POSITION SUMMARY
Provides outstanding customer service and support for all technology-based strategies. Solves or triages technical issues or requests that enter the support process. Reports to Technology Services Manager.
ROLES & RESPONSIBILITIES
- Acts as a primary Technology customer service contact via the Help Desk
- Responds to staff requests to provide the requested support services or assigns them to the appropriate groups
- Provides Level 1 and Level 2 support in person, over the phone, chat, and/or email in the following service areas:
- Mac, Windows, and mobile device troubleshooting
- End user applications, hardware, accessories, and multifunction printers
- Kids and volunteer check-in systems
- Giving kiosks
- Kids gaming systems
- Supports and administers on-boarding, off-boarding, and staff transitions via Human Resources i.e., account creation and management of distribution lists on Office 365
- Manages the service desk ticketing system and provides Level 1 and 2 support to end users
- Escalates Level 3 issues to appropriate teams via ticketing system
- Coordinates the installation, imaging, and setup of all new workstation equipment for new employees across all campuses
- Trains users in technology tools and appropriate use
- Creates and updates Technology team and end user knowledge base documentation
- Troubleshoots issues relating to AV equipment and conference rooms across all campuses
- Follows internal procedures for tracking, maintaining, and accounting for organizational assets
- Other duties as assigned
QUALIFICATIONS
- AA or AS degree or equivalent experience in information technology preferred
- 3 years of relevant work experience in IT Operations/Help Desk
- Follower of Jesus and aligns with Eagle Brook’s nine core beliefs
- CompTIA A certification preferred
- ITIL Fundamentals a plus
- Desired knowledge or experience in the following:
- Microsoft Windows, Apple Mac OS X and iOS support
- Microsoft Active Directory
- Microsoft Office 365 and other cloud applications
- Square Register or other point-of-sale system support
- Xbox or other gaming system experience
- Fresh Service Ticketing or other comparable ticketing system
- Asset Panda Inventory Management or other comparable system
- LAN and WAN technology
- Comfortable working with a team, but able to work independently
- Good troubleshooting knowledge on internet and VPN issues
