Technology Support Specialist 1

Colorado Springs, CO, United States

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

The Technology Support Specialist 1 position exists to support the ministry objectives of Focus on the Family departments by implementing, upgrading, and supporting End User systems, including computer hardware, software, mobile devices, and business voice telephony solutions. The position responsibilities include identifying, prioritizing, resolving, and/or escalating system issues. This is a Service Desk Level 1 position and will troubleshoot issues, identifying root causes, documenting resolutions, and following processes and procedures required to correct issues pertaining to End User Services.

Essential Duties/Responsibilities:

Identifies, analyzes, prioritizes, resolves and/or escalates system issues for End User systems

Works as part of an On-Call rotation to provide after-hours support

Serves as a point of contact (via phone or email) for all ministry telecommunications and technology services

Enters and updates required information for service requests and incidents into the Service Desk software

Determines urgency, impact, and prioritization of a request/incident based on documented criteria

Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible

Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team

Escalates service issues to the appropriate technical service group as promptly as possible supplying support information to assist the next level team

Follows up with customers regarding outstanding service requests, and provides satisfactory resolution prior to closing tickets

Provides technical support for desktop hardware, all Windows based and Mac operating systems, Microsoft Office Applications, and many other desktop software applications

Builds, configures, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as needed

Provides support and administration of the desktop telephones and computer based soft telephone systems

Remotely installs/updates software in accordance with Software License Management and Cybersecurity Policies

Assists 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

Other Duties/Responsibilities:

Perform other duties as assigned

Working Environment/Physical Requirements:

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.

JOB 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 us...”

Pursues 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 age.”

Is 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 Moral Conduct (http://media.focusonthefamily.com/fotf/pdf/about-us/human-resources/moral-policy.pdf) and Statement of Faith (http://www.focusonthefamily.com/about/foundational-values#values) ; upholds Focus on the Family's ministry in prayer

Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer

Engages in Christian ministry

Demonstrates behaviors aligned with FOF core values (http://www.focusonthefamily.com/about/foundational-values#values)

Personal Characteristics:

Positive and encouraging attitude with ability to motivate/encourage peers

Self-motivated; requires little direct supervision; Team player; trustworthy; reliable

Coachable; able to redirect attention as needed; creative thinker; effective problem solver; well organized and good with time management

Knowledge/Experience:

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

Skills, Abilities, and Special Talents/Gifts:

Ability to communicate effectively (written and verbal)

Working knowledge of technology equipment

Strong attention to detail and accuracy

Ability to follow directions and keep records

Ability to function effectively in a team environment

Ability to work with confidential information

Strong interpersonal skills and ability to work well with others; patience in dealing with people who do not understand technology

Ability to provide technical support over the phone, good phone skills, professional demeanor

Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it

Ability 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 situations

Ability to work responsibly with or without direct supervision

Maintain a cool and calm demeanor under pressure

Able to represent the Technology department in professional and Christ-like manner in all dealings with Ministry customers and external partners

Pay Range: $22.00 to $25.50/hr

Application Materials Required: Cover Letter, Resume/CV

Application 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. Must include date ranges to include month and year (mm/yyyy) and whether the position was full time or part time. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.

Focus on the Family puts a high value on our team members and offers a unique benefit package.

Employees scheduled for 20 hours or more per week are eligible for:

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

Employees scheduled for 30 hours or more per week are eligible for all the above and:

Medical Plan

Dental Plan

Vision Plan

Life Insurance

Disability Insurance

Flexible Spending Accounts

EAP (Employee Assistance Program)

Tuition Reimbursement

Warehouse Membership Reimbursement

Note : 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 Time

Bookstore Discount

Fitness Center

Tentative Search Timeline:

Priority will be given to applications submitted by May 9th, 2024. However, this posting will remain open until filled.

The potential employee start date is May 13th, 2024.

Posting date: April 10th, 2024

Unposting date: ongoing until filled

Posting contact email: [email protected]

Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Job Details

Pay Type Hourly