About the role
Reports to: Director of IT
Hours Commitment: Full-time hours (40 hours/week, Sunday-Thursday schedule) with regular weekend responsibilities and after-hours support as needed.
Objective: The Help Desk Specialist serves as the first point of contact for all IT and Production Services (AVL) support requests. This role is responsible for delivering a high-quality, customer-first support experience by triaging tickets, communicating clearly, and ensuring issues are routed, documented and resolved efficiently.
This individual sets the tone for a culture of exceptional customer service, bringing a balance of responsiveness, care, and follow-through, and they play a key role in supporting ministry through technology and production.
Personal Qualifications: • Have a personal relationship with Jesus and demonstrate ongoing spiritual growth through everyday habits and practices. • Support LCBC’s mission to introduce people to Jesus and together fully follow him, along with our ministry philosophy, priorities, and beliefs. • Be a leader who is: • Focused: Work hard with urgency and intensity • Collaborative: Bring others into your work, give and ask for feedback • Growth-minded: Plan for growth and be ready for when God wants to move by pursuing personal, spiritual, and professional development • Lead the way in LCBC’s values: We run after the one, we pursue excellence, we prioritize relationships, we deploy people for impact, and we are real and relatable. • Be an LCBC Partner, or willing to become one within 60 days of employment. Regularly attend and participate at LCBC prior to and/or upon employment.
Primary Responsibilities:
Help Desk Leadership: • Serve as the first point of contact for all IT and AVL requests • Triage, prioritize, and route tickets with accuracy and swiftness • Communicate clearly, warmly, and helpfully with staff and volunteers • Resolve basic to intermediate issues and ensure thorough documentation • Model a support experience defined by clarity, ownership, and care
Documentation & Process Improvement: • Create and maintain simple, and accessible documentation for common processes and solutions • Identify gaps and proactively build resources that improve clarity and efficiency • Support workflows and collaboration across IT and AVL
Ordering & Project Support: • Assist with ordering technology and AVL equipment with strong stewardship • Support project coordination, timelines, and communication • Help move initiatives forward by managing details and staying organized • Assist with vendor selection and vetting • Coordinate RFPs for larger quotes
Required Skills: • Strong customer service mindset with a genuine desire to help and serve others • Excellent attention to detail with consistent follow-through • Strong verbal and written communication skills • Ability to manage multiple priorities and stay organized in a fast-paced environment • Resourceful problem-solver with a proactive approach • Strong technical aptitude with ability to learn new systems quickly • Professional, trustworthy, and able to maintain confidentiality
What Success Looks Like & Key Attributes: • Staff and volunteers feel supported, understood, and cared for • Demonstrates tenacity by handling requests with ownership, timely follow through to resolution, and persistence • Communication is proactive, setting clear expectations and next steps, with warmth and professionalism • Documentation is easy to follow and reduces confusion • Projects and purchasing processes are organized and reliable • Stays engaged, solves problems, and doesn’t let details fall through the cracks • Self-motivated, reliable, and driven
Benefits We Offer: • Competitive medical, dental and vision coverage • Retirement plan contribution and employer match • Annual counseling benefit • Generous and immediate paid time-off • Casual dress • Quarterly professional and spiritual development days • Intentional investment in personal and professional development
Evaluation:
The Help Desk Specialist will meet regularly with the Director of IT for planning, goal setting, progress updates, and coaching. A formal Action and Development Plan will be completed and reviewed three times throughout the year.
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