Technology Support Specialist

2 weeks ago

Colorado Springs, Colorado, United States Focus on the Family Full time
Job Summary

We are seeking a highly skilled and motivated Technology Support Specialist to join our team at Focus on the Family. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees and ensuring the smooth operation of our End User systems.

Key Responsibilities
  • Identify, analyze, prioritize, resolve, and/or escalate system issues for End User systems
  • Work as part of an On-Call rotation to provide after-hours support
  • Serve as a point of contact (via phone or email) for all ministry telecommunications and technology services
  • Enter and update required information for service requests and incidents into the Service Desk software
  • Determine urgency, impact, and prioritization of a request/incident based on documented criteria
  • Provide troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible
  • Identify and document new issue resolutions and processes/procedures for improved quality of services and efficiency of the team
  • Escalate service issues to the appropriate technical service group as promptly as possible supplying support information to assist the next level team
  • Follow up with customers regarding outstanding service requests, and provide satisfactory resolution prior to closing tickets
  • Provide technical support for desktop hardware, all Windows based and Mac operating systems, Microsoft Office Applications, and many other desktop software applications
  • Build, configure, and install Desktops, Workstations, and Laptops according to Focus Standards. Set-up new users and provide basic customer training as needed
  • Provide support and administration of the desktop telephones and computer based soft telephone systems
  • Remotely install/updates software in accordance with Software License Management and Cybersecurity Policies
  • Assist in the administration of desktop, laptop, and mobile device fleets; updates software using desktop management tools
  • Gains functional knowledge about additional technology services to enhance service team capabilities and promote technology professionalism, capabilities, and teamwork
  • Adheres to all technical policies, processes, procedures, and standards in the performance of all tasks in this area of responsibility
  • Adheres to procedures for Technology team approved ITIL standards
Requirements
  • Associates degree in Information Systems, Information Technology, or equivalent experience
  • 1-2 years in Mac or PC-based operating systems and applications experience preferred
  • 1-2 years of administration and organizational experience required
  • Experienced in customer service, clear communication, problem resolution, and technology support
  • Industry certification preferred
  • PC and Mac certifications preferred
Working Environment

This is a fast-paced customer service environment. Ability to provide respectful, professional, courteous behavior and demeanor to all. Ability to handle frequent interruption, changes in priorities and special requests from management. Must be able to sit and work on computer for long periods of time and may be required to kneel under desks to install computers and network cable connections.

Benefits

Focus on the Family offers a unique benefit package, including Norton LifeLock ID Theft Coverage, Legal Shield/ID Shield Coverage, AFLAC, 403B Retirement Plan, Vacation Time & Vacation Payout, Sick Time, Holidays, Service Awards, Community Service Days, Bookstore Discount, Fitness Center, and more.

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