Senior System Support Specialist

San Antonio Metropolitan Ministry, Inc. (SAMMinistries)

Job Description

Job Title:  Senior System Support Specialist 

Location:  SAMMinistries Administrative Office

Reports To:  VP of Information Technology

FLSA Status:  Salaried Non-Exempt

Prepared By:  VP of Information Technology

Approved By:  Gay Lynn Schwenk, Chief Operating Officer

Approved Date: 11/19/2025

SUMMARY

Provide tier one to two remote and onsite customer support for desktops, laptops, servers and associated technology equipment and software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. A high degree of customer service and support skills are required as this role will be the primary support person for our customers and staff across all departments of the organization.  In addition, the ideal candidate should be able to self-manage daily work queue based on submitted tickets and ongoing projects, and must consistently demonstrate the ability to maintain communication and provide appropriate follow-up to staff whose needs have not been met or have only partially been met Lastly, the Senior level of the role includes introductory facets of project management, performance management, compliance auditing, process development, and leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. On-call service availability once a month to cover extraneous after-hours calls or tickets that require immediate attention" and "The Senior System Support Specialist may be required to work additional hours or adjusted shift hours as required.
2. Provide technical assistance and support for incoming queries and issues related to technology infrastructure including computer systems, networking, software, and hardware. Monitor and respond quickly and effectively to requests received through the help desk.
3. Monitor helpdesk software for tickets added to the queue and process first-in-first-out based on priority.
4. Modify configurations, utilities, software default settings, etc. for the local workstation.
5. Provide one-on-one computer/application training for users.
6. Assist with onboarding of new users to include managing PC setup and deployment using standard hardware, images, and software.
7. Perform basic active directory tasks such as creating a user, assigning to a group, and creating user email.
8. Ask questions and run diagnostic tools to determine and triage root nature of problem.
9. Empower users by having the ability to walk them through basic problem-solving process.
10. Install, modify, and repair computer hardware and software including the routine maintenance of keeping keyboards, mice, etc. clean and in working order.
11. Assist and configure for use Microsoft Office products such as Outlook, Word, and Excel.
12. Provide assistance fixing issues with various types of printers and MFP's including paper jams, toner replacement, and driver installation.
13. Assist in maintaining inventory of computer components and software.
14. Occasionally create training materials for users including written manuals and instructional videos.
15. Participation in high level objective development
16. Other duties as assigned.
17. Serves as an interconnect between System support specialists and the VP of Information Technology

QUALIFICATIONS 

To do this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to demonstrate competency in basic to mid-level computer hardware, software, and networking.
• Critical thinking skills.
• Good customer service skills.
• Ability to listen/read user request and ascertain how best to complete the request with the available resources. 
• Ability to search for solutions and come to reasonable conclusions in a timely manner and ask questions of other team members when needed.
• Ability to gracefully handle concurrent service requests, assign priority to each request, and communicate effectively with the requestor.
• Competent knowledge of TCP/IP networking.
• Competent knowledge of computer hardware; how to breakdown and reassemble a pc and what each basic component does.
• Competent knowledge of basic printers and MFP's.
• Basic knowledge of Microsoft Server .
• Competent knowledge of Microsoft Office suite.
• Experience with Helpdesk ticketing software.
• General working knowledge of Active Directory.
• Good oral and written communication skills.
• Ability to be a team player.
• High attention to detail.
• Ability to see issue through until resolved completely.
• Diligent and consistent communication

EDUCATION and/or EXPERIENCE 

Associates Degree in related field or equivalent job experience, Windows OS 8, 10 and 11, Active Directory, Windows Server, Microsoft Office Suite, Office 365, and GSuite.

2-4 years of relevant experience in systems support or service delivery.

LANGUAGE SKILLS 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.   Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts and percentages.

REASONING ABILITY 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Strong telephone and interpersonal contact skills required.

CERTIFICATES, LICENSES, REGISTRATIONS 

Prefer MCP for Windows Desktop or  CompTIA -A+ and/or Network+  Valid driver's license, a good driving record, and be insured for driving in the state of Texas.  Some local travel will be required. 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms sometimes with the need to reach with hands and arms over head.  The employee is also frequently required to stoop, kneel, crouch, or crawl.  The employee will occasionally need to be able to carry, set up, and use a ladder 4' to 12' tall and be able to use tools while on the ladder.  Specific vision abilities required by this job include close vision, distance vision, color differentiation, maintain focus while at certain heights above the ground (up to 14'), and ability to adjust focus.

The IT Senior System Support Specialist must be able to lift, carry, and move computers and associated equipment up to 49 pounds.    The Senior System Support Specialist may be required to work additional hours or adjusted shift hours as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: On call service availability once a month to cover extraneous after-hour calls or tickets that require immediate attention. Occasionally, work may be required in tight spaces such as closets, drop ceilings, or crawl spaces.   Travel is required from/to other company sites to provide direct support that cannot be resolved or completed through remote support.  Workday start time will occasionally require prior to 8am and end time occasionally after 5pm.  Lunch breaks/breaks are not set at a specific time.  Certain tasks will require work to be completed with more than two people observing.  Many requests require coordination with the end user as to when the work can be completed.   On occasion, the workday can become hectic due to the work involved and the time sensitivity of the given task.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO

SAMMinistries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, SAMMinistries complies with applicable state and local laws governing nondiscrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.