IT Support Specialist, Tier I – Shared Services

IT Support Specialist, Tier I – Shared Services

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• Job Tracking  :
• Job Location : Alpharetta, GA
• Job Level : Mid Career
• Level of Education : BA/BS
• Job Type : Full-Time/Regular
• Date Updated : 10/29/2026
• Years of Experience : 3+ Years
• Starting Date : Invalid Date
• Salary : $0

Headquartered in Alpharetta, Georgia, National Christian Foundation (NCF) is a 501(c)(3) charitable grantmaking ministry that provides creative giving solutions and inspires biblical generosity among Christian families, advisors, and charities. NCF has received more than $33 billion in contributions and made more than $25 billion in giver-recommended grants to 90,000 charities. NCF is an industry leader in accepting gifts of appreciated assets such as stocks, real estate, and business interests, which enable givers to save taxes and maximize charitable gifts.

We combine a faith-based approach and like-minded local presence with the support and expertise of a trusted national organization. Learn more at  .

Position Overview

The Technical Support Specialist, Tier 1 serves as the first point of contact for all technology-related inquiries and incidents across the organization. With a passion for turning NCF staff into IT fans, this role goes beyond reactive troubleshooting by proactively helping employees navigate NCF’s technology landscape with confidence. The ideal candidate brings strong foundational technical skills paired with a customer service-oriented, people-first approach to every interaction.

They are comfortable shifting gears on the fly, taking full ownership of issues, and sees them all the way to resolution because here, no ticket gets left behind.

As a non-profit organization, we rely on lean resources and a strong sense of shared purpose. The ideal candidate brings not only foundational technical knowledge but also a genuine commitment to service and understanding that every resolved ticket helps keep our employees focused on the givers we serve. This individual will work collaboratively within the IT team, follow established escalation procedures for complex or unresolved issues, and contribute to a support environment built on responsiveness, accountability, and continuous improvement.

This position is hybrid based out of the office in Alpharetta, GA, however, during training the successful candidate will have to be in the office more frequently. The scheduled work hours for this position are 12:00 p.m. to 8:00 p.m. EST.

Reports to: Manager, IT Service Desk

Management/Supervision: None

Duties & Responsibilities

IT Operations and Support

• Maintains daily IT operations (KTLO)
• Receives, triages, and manages incoming support tickets in accordance with established priority levels, SLA targets, and quality ticket handling best practices, ensuring accurate categorization, clear documentation, and timely resolution or escalation
• Delivers a consistently positive support experience by approaching every interaction with professionalism, patience, and a people-first mindset, and actively contributes to customer satisfaction goals as measured by feedback surveys or service quality metrics
• Executes employee onboarding and offboarding procedures, including provisioning and deprovisioning of user accounts, hardware setup and recovery, software licensing, and access management across organizational systems and platforms
• Creates, reviews, and maintains knowledge base articles, how-to guides, and internal documentation to ensure accuracy and relevance, empowering staff with self-service resources and supporting consistent resolution practices across the help desk team

Equipment Preparation and Asset Management

• Prepares new hire equipment by imaging devices, installing software and printers, testing, and shipping with security inserts
• Asset management includes tracking physical inventories such as computers, monitors, peripherals, and notifying management of equipment orders
• EOL deployments and device retirement requires updated inventory documentation, decommissioning equipment, and proper storage

IT Help Desk Urgent Hotline

• Supports employees during critical situations when submitting a standard support ticket is not possible
• Follows SLA thresholds to ensure zero wait time during critical situations
• Classifies and prioritizes incidents; escalates to Tier 2/3 support as necessary
• Logs all Hotline interactions into the ITSM system on behalf of the employee, since standard ticket submission is unavailable

Other Duties and…