IT Support Specialist

Our IT Department is growing! This new IT Support Specialist will work with Journey Church and Christian Life School to help support the IT needs of the organization.

This is a Tier 1/Tier 2 position focusing primarily on supporting Windows Desktop, some Apple Macbooks, some Microsoft Office 365, and Google Apps for Education, various classroom devices like projectors and document cameras. You will work with users over the phone, over remote support sessions and in-person on-site at one of the 4 campus locations as needed [Kenosha, WI, Burlington, WI, Mount Pleasant WI, and Beach Park, IL]. You will also be asked to help with IT related projects including technology deployments, migrations, and upgrades.

You will work with Journey Church and Christian Life School clients to keep employees productive in-person, via phone or via TeamViewer. These responsibilities include:

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  Analyzing and diagnosing customer problems

  
  


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  Documenting incidents and follow resolution procedures

  
  


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  Guiding customers through recommended problem-solving steps

  
  


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  Setting up or repairing computer equipment and related devices

  
  


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  Installing and training users on new hardware or software

  
  


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  Informing managers and team members of major problems or recurring concerns

  
  


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  Some evaluating of products like software programs, computers, data storage solutions, and accessories to assess their compatibility

  
  


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  Tracking performance and progress via Zoho Desk ticketing system

  
  


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  Performing computer maintenance, installing patches to ensure computers operate correctly with minimal interruption

  
  

IT support specialists should have excellent communication and interpersonal skills, customer-service focused, a team collaborator, attention to detail, and the ability to work with minimal supervision. They should also be proficient with PCs and have basic skills in Excel, Word, and the internet. An associate's degree or higher in computer science, information systems, or a related field, and prior experience working on a help desk or in IT, are also desirable.

Requirements and Skills:

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  At least 2+ years' experience in an IT support role as Level I/ II Technical Support

  
  


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  Associated degree, College diploma or university degree in the field of computer science, or equivalent

  
  


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  Proven experience for monitoring of system reliability and improving performance

  
  


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  Knowledge of Active Directory, management and troubleshooting

  
  


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  Knowledge of common network protocols (DNS, DHCP, NTP, SSH) and TCP/IP

  
  


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  Experience configuring and troubleshooting VPN connections and other remote access solutions

  
  


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  Ability to troubleshoot high level issues with Windows

  
  


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  Strong documentation skills

  
  


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  Strong English communication skills - written and oral

  
  


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  Highly self-motivated and directed

  
  


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  Takes ownership

  
  


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  Keen attention to detail

  
  


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  Proven analytical and problem-solving abilities

  
  


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  Ability to effectively prioritize and multitask in a high-pressure environment

  
  


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  Exceptional customer service orientation. Including a calm, clear, welcoming phone speaking voice and professional demeanor.

  
  


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  Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning

  
  


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  Experience working in a team-oriented, collaborative environment