IT Help Desk Technician
Position Description
Position Title: IT Help Desk Technician
Position Status: Contract, Part-time
Objective: We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems, website, social media, and communication platforms. The technician will answer queries on basic technical issues and offer advice on how to solve them. The individual must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the ministries’ reputation and business.
Responsibilities:
Skills & Abilities:
Qualifications
Additional Information
Position Title: IT Help Desk Technician
Position Status: Contract, Part-time
Objective: We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems, website, social media, and communication platforms. The technician will answer queries on basic technical issues and offer advice on how to solve them. The individual must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the ministries’ reputation and business.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Provides video, social media, communication support for the ministry campus
- Ability to utilize web, social media, video methods to tell the church’s and academy story
- Other duties and responsibilities as assigned
Skills & Abilities:
- Effective Time Management - Ability to balance quick resolutions with effective outcomes.
- Adaptability - Ability to adapt to new tools and processes to maintain effective support.
- Communication Skills - Ability to communicate clearly and concisely when explaining solutions to non-technical users and in documenting processes for future reference.
- Team Collaboration – Ability to collaborate with other IT staff to resolve complex issues.
- Resourcefulness - Ability to find quick fixes when conventional solutions don’t work.
- Continuous Learning – Staying updated with the latest technological advancements and solutions and seeking to enhance skills and knowledge.
- Process Improvement – Able to identify and suggest improvements to support the enhancement of the help desk operations.
- Remote Troubleshooting – Ability to diagnose and resolve issues without physical access to devices as appropriate.
- Documentation Skills – Able to accurately and thoroughly document issues and solutions to assist with future troubleshooting.
- Patience – Ability to display patience with frustrated individuals or complex issues.
Qualifications
- Must be saved, have a servant’s heart, and be a member, in good standing or willing to join and become a member in good standing of a local church.
- Must have a servant's heart, possess a gracious, Christ-like demeanor in demanding situations.
- Must be able to submit to authorities as defined by the Senior Pastor.
- Must have an understanding and appreciation for the ministry and the mission of Woodstream Church and Woodstream Christian Academy.
- Live in such a manner that your Christian Conduct cannot be questioned and abide by the Church’s Code of Conduct and requirements stated in the Employee Handbook
- Proven experience in the information technology, social media, and marketing arenas
- Excellent communication skills
Additional Information
- Job Title: IT Help Desk Technician
- Work Environment: Office setting. Some travel may be required for offsite meetings.
- Reporting Structure: Reports to the Information Technology Manager
- Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
- Pay Range: $25,000.00
- Location: Mitchellville, MD
- Employment Type: Contract, Part-time
- Workdays/Hours: Church Business Hours (Maybe required to work extra hours to support ministry needs)
- Application Instructions: Please submit your resume, the Woodstream Job Application and a cover letter outlining your qualifications and experience to mmcmorris@woodstreamchurch.org.