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Focus on the Family · 15 hours ago

Technology Support Specialist 1

Colorado Springs, CO

Full-time

Onsite

Entry Level

$22/hr - $25.50/hr

1+ years exp

Focus on the Family is a Christian non-profit ministry headquartered in Colorado Springs, Colorado, dedicated to enriching the lives of families. The Technology Support Specialist 1 position supports the ministry by implementing and troubleshooting end-user systems, ensuring effective technology services for the organization.

FamilyNon ProfitReligion

Culture & Values

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

Perform other duties as assigned

Qualification

Technical supportWindows operating systemsMac operating systemsCustomer serviceService Desk softwareDesktop management toolsCommunication skillsProblem-solving skillsTeamworkAttention to detail

Required

Associates degree in Information Systems, Information Technology, or equivalent experience

1-2 years of administration and organizational experience required

Experienced in customer service, clear communication, problem resolution, and technology support

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