Technology Support Specialist I

The Technology Support Specialist I position is the first (junior/entry) level technical support in IT and will be in training and development for higher grades of Technology Support Specialist positions whilst performing assigned duties. The Technology Support Specialist position exists to resolve or prioritize escalate and route services and support requests for numerous IT services and applications raised by Focus users to the IT Service Desk. This position will also troubleshoot issues identify root causes to resolve and document the resolution pertaining to end-user services and technology such as: Intel and Apple Mac devices and operating systems; MS/Mac desktop Office; Apple desktop/laptop and iOS devices and applications; specialized desktop video/audio editing products; end user network/Wi-Fi services; remote network access; telephone services and email services; at a Level 1 and some Level 2 service/support level. This position will assist in supporting desktop projects implementing critical software applications managing desktop hardware lifecycles and support of end-user services. This position regularly interacts with customer groups and end-users at all levels (including executives) and should only require occasional supervision referring only questionable and/or unusual problems to the immediate Duties/Responsibilities:Works as part of a rotation program (to cover support shifts) where and when requiredServes as a point of contact (via phone or email) for all ministry telecommunications and IT services and support needsWorks from within and enters all required information of all service requests and incidents into the Service Desk softwareDetermines prioritization and impact of the request/incident based on documented criteria Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possibleIdentifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team Escalates service issues when unable to resolve to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level Follows up with customers on status for outstanding service requests and confirms satisfactory resolution prior to closing ticketsWith assistance from more senior Support Specialists provides technical support for desktop hardware all Intel and Apple Mac operating systems Microsoft Office Applications and many other desktop software applications With assistance from more senior Support Specialists build configure and install Desktops Workstations and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as neededWith assistance from more senior Support Specialists provides support and administration of the desktop telephones and associated telephone systems Remotely installs/updates software in accordance with Software License Management and IT Security Policies Assists in the administration of desktop laptop and mobile device fleets With assistance from more senior Support Specialists updates desktop software using desktop management tools Participates in creation and maintenance of desktop/laptop standard and custom images for ministry user profilesGains functional knowledge about additional IT services to enhance service team capabilities and promote IT professionalism capabilities and teamworkAdheres to all IT policies processes procedures and standards in the performance of all tasks in this area of responsibilityAdheres to procedures for Incident Management Problem Management Release Management Service Level Management Capacity Management Availability Management Change Management and Configuration ManagementApple/iOS:Provides initial triage troubleshooting and where possible first call resolution for issues involving Apple OS and iOS hardware and softwareEscalates issues specific to Apple OS and iOS to the appropriate service area in a timely manner with all appropriate informationOther Duties/Responsibilities:Perform other duties as assignedManagerial Breadth/Scope of Job:NoneWorking Environment/Physical Requirements:Fast paced customer service environment;Respectful professional and courteous behavior and demeanor to all; frequent interruption changes in priorities and special requests from management;Normal Office environment; must be able to sit and work on computer for long periods of time;Scheduled lunch and breaksJOB QUALIFICATIONS/REQUIREMENTS:Character/Spiritual:Exemplifies Ephesians 5:1-2 Therefore be imitators of God as dear children and walk in love as Christ also has loved us and given Himself for the Great Commission given by Jesus Christ in Matthew 28:19-20 Go therefore and make disciples of all the nations baptizing them in the name of the Father and of the Son and of the Holy Spirit teaching them to observe all things that I have commanded you; and lo I am with you always even to the end of the a consistent witness for Jesus Christ; maintains a courteous Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of MoralConduct and Statement of Faith; upholds Focus on the Familys ministry in prayerPrays personally for Focus on the Familys staff and constituents and may occasionally lead in a public prayerEngages in Christian ministryDemonstrates behaviors aligned with FOF core valuesPersonal Characteristics:Positive and encouraging attitude with ability to motivate/encourage peersSelf-motivated; requires little direct supervision; Team player; trustworthy; reliableCoachable; able to redirect attentions and passions as requested;Creative thinker; effective problem solver;OrganizedKnowledge/Experience:Associates degree in Information Systems Information Technology related field required; Bachelors degree preferred; significant proven experience in lieu of degree(s) considered1-2 years in Apple OS/iOS hardware and applications experience required1-2 years in Windows-based operating systems and application experience required1-2 years of administration and organizational experience requiredExperienced in customer service and communicationComp TIA A certification preferredPC and Mac certifications preferredSkills Abilities and Special Talents/Gifts:Ability to communicate effectively (written and verbal)Working knowledge of printers and computer consolesStrong attention to detail and accuracyAbility to follow directions and keep recordsAbility to function effectively in a team environmentAbility to work with confidential informationStrong interpersonal skills and ability to work well with others; patience in dealing with people who do not understand technologyAbility to provide technical support over the phone; good phone skills professional demeanorGood problem solving skills; ability to visualize a problem or situation and think abstractly to solve itAbility to handle constantly changing flow of traffic; remain productive during slow times be able to multitask effectively during busy times exercise patience and professionalism during stressful situationsAbility to work responsibly with or without direct supervisionMaintain a cool and calm demeanor under pressureAble to represent the IT department in professional and Christ-like manner in all dealings with Ministry customers and external partnersPay Range: $23.00 to $26.63 per hourApplication Materials Required: Cover Letter Resume/CV*Colorado Residents: In any materials you submit you may redact or remove any age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines on the Family puts a high value on our team members and offers a unique benefit scheduled for 20 hours or more per week are eligible for:Norton LifeLock ID Theft CoverageLegal Shield/ID Shield CoverageAFLAC403B Retirement PlanVacation Time & Vacation PayoutSick TimeHolidaysService AwardsCommunity Service DaysBookstore DiscountFitness CenterEmployees scheduled for 30 hours or more per week are eligible for all the above and:Medical PlanDental PlanVision PlanLife InsuranceDisability InsuranceFlexible Spending AccountsEAP (Employee Assistance Program)Tuition ReimbursementWarehouse Membership ReimbursementNote: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language refer to the governing plan documents.*Temporary employees are not eligible for benefits except for:Sick TimeBookstore DiscountFitness CenterTentative Search Timeline:Priority will be given to applications submitted by November 20 2026. However this posting will remain open until potential employee start date is December 7 2026Posting date: October 21 2026Un-posting date: ongoing until filledPosting contact email: