Sr. Technical Support Specialist

Make a difference with us! At Alliance Defending Freedom we believe God has brought you here for His purposeto stand for truth and defend the God-given right to live and speak it. Together we protect religious freedom free speech the sanctity of life marriage and family and parental rights. Review our Statement of Faith to ensure were a fit for you.

Location: Dallas TX

Team Overview

In this role you are responsible for investigating diagnosing and resolving technical support issues for the addition to serving your peers with IT related issues you will also act as an advanced support specialist for your team by assisting junior-level team members when needed and investigating more complex this role youll work out of our new Texas office and report to our Service Desk Manager.

Key Responsibilities

• Provide advanced onsite and remote technical support across all ministry platforms including cloud-based applications SaaS tools endpoint devices and network systems leveraging modern remote management and monitoring tools.
• Document track and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution accurate reporting and knowledge base maintenance.
• Coordinate with team leads IT personnel and third-party vendors to address issues related to existing IT systems cloud platforms and implementations of new technologies including migrations and integrations.
• Triage prioritize and route service desk tickets using the Service Desk system ensuring proper categorization escalation paths and SLA compliance across all support tiers.
• Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.
• Assist end users experiencing technical difficulties with a customer-first approach ensuring all work is carried out in a timely manner within defined SLAs and with clear status communication throughout resolution.
• Collaborate with IT infrastructure Enterprise Applications Cybersecurity and development teams to reproduce issues in test environments validate patches and fixes and support change management processes.
• Manage IT asset inventory and equipment lifecycle including procurement tracking hardware refresh cycles configuration imaging and disposal using asset management tools to ensure accurate records and minimize downtime.
• Administer update and troubleshoot unified communications systems including VoIP/cloud telephony platforms video conferencing tools (e.g. Microsoft Teams Zoom) and collaboration technology.

Minimum Qualifications

• 5 years of experience in IT service desk operations.
• Proficient in Microsoft 365 (Exchange Online SharePoint Teams OneDrive) Windows 10/11 macOS and other enterprise software applications.
• Proven troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to travel as needed.

Pay & Benefits

At Alliance Defending Freedom we offer a competitive compensation and benefits package to support your well-being and growth. While we do not disclose specific salary ranges our compensation is competitive with top non-profit law firms. Our benefits include 100% covered medical and dental insurance medical and dependent care reimbursement paid disability long-term care life insurance and a 401(k) plan with a 4% company match. We prioritize work-life balance with paid time off and 12 paid holidays each year.

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