Helpdesk Manager

Description

BASIC PERSONAL RESPONSIBILITIES

1. Above all, to grow closer to Jesus Christ. Through intentional, daily time with the Lord, seek to keep Jesus Christ as the priority of your life, realizing that prayer, Bible study, and Christian discipleship are essential to growing in God’s will each day.
2. Seek to emphasize quality, Christ-centered relationships for both family and friends. We therefore highly encourage a strong work-life balance for all employees.
3. Actively seek to be an individual who emphasizes a spirit of teamwork, flexibility, and quality in all aspects of daily work.

JOB SUMMARY:  Oversee helpdesk functions and provide tier 2 support. Maintain, upgrade, and support computers for all end-users at Johnson Ferry as required.  Assist with the maintenance, upgrades, and support of technology network and server infrastructure for all locations at Johnson Ferry.    

ESSENTIAL FUNCTIONS 

• Own the helpdesk at Johnson Ferry. Oversee all incoming tickets and ensure they are responded to in a timely manner.
• Provide oversight of the Helpdesk Technician.
• Provide tier 2 helpdesk support as needed.
• Provide end user training and develop documentation as required.
• Deploy and maintain special-purpose desktop systems (i.e.: AV presentation machines, kiosks).
• Monitor, administer and support various campus network infrastructure and servers in coordination with the Network Engineer.
• Assist with IT infrastructure projects, upgrades and deployments as needed.
• Attend and participate in all regular ministry staff meetings, monthly church staff meetings, staff retreats, training, etc.
• Other duties as assigned by the supervisor.
• Support the Senior Pastor and all other church staff.

Qualifications

TEAM VALUES & CRITICAL SKILLS

• Team Values

• Trust – We are for one another. We have the courage to offer and receive honest thoughts and feedback, while also protecting our relationships.
• People-First – We believe that people are our first ministry priority. Events and programs are important only to the extent that they allow us to love and serve people.
• Health – We desire to be the healthiest version of ourselves: relationally, emotionally, spiritually, and physically. 
• Collaboration – Our overall mission and vision drive what we do. We work hard to destroy ministry silos and believe that we are better when we work together.
• Development – We desire to grow and improve in our work. We strive to multiply our impact by training and developing others to follow God’s calling. 

• Critical Skills
  • Advanced knowledge of PC, Macs, and network printers
  • Project Management experience.
  • Able to manage multiple projects/priorities simultaneously.
  • Handles all sensitive information with the greatest possible confidentiality and care.
  • Works flexibly with a variety of personalities.
  • Highly organized and able to effectively multitask.
  • High attention to detail.

EDUCATION & EXPERIENCE 

• Two years’ experience or certifications in specific technology areas desirable.
• Previous experience in technology field required, specifically in an enterprise environment.
• Functional knowledge of Windows operating system (Windows 11, Windows Server), Mac operating system, Apple IOS, PC and Mac network connectivity, network printing, Mac management systems, , Microsoft Exchange, SQL server, Microsoft Teams, Skype for Business,.
• Knowledge of VMware vSphere, Cisco switching and routing a plus.

Physical Requirements

• Prolonged periods of standing and sitting. Sitting at a desk or working on a computer.
• Must be able to lift 30 or more pounds at times.
• May require weekly adjustments to schedule, working evening or weekend to complete certain projects.
• Job requires close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Employee is frequently required to stoop, kneel, crouch, climb or crawl.