Help Desk Support Technician: Leading Way

Help Desk Support Technician:
Leading The Way

Job Description

• Serve as the primary point of contact for all internal IT support requests (hardware, software, access, connectivity)
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
• Support and troubleshoot desktops, laptops, printers, phones, mobile devices, and peripherals
• Assist with software deployment and rollout to workstations
• Manage and respond to tickets through the IT service management system, ensuring proper documentation and resolution tracking
• Support onboarding and offboarding of staff, including device setup, account provisioning, and access control
• Assist with user account management (password resets, permissions, MFA support)
• Escalate complex issues to the Infrastructure Engineer or IT leadership as needed
• Assist with AV and technical setup for meetings, ministry initiatives, and events when required
• Contribute to IT documentation, knowledge base articles, and standard operating procedures
• Clear communication with non-technical users
• Patience and people skills when supporting staff across a wide range of technical comfort levels
• Problem-solving and adaptability
• Ability to prioritize and manage multiple requests
• Team-oriented with a willingness to serve

Success In This Role Looks Like

• Staff experience minimal downtime and quick resolution of issues
• Tickets are handled efficiently and documented clearly
• New hires are onboarded smoothly and securely
• Users feel supported, not frustrated

Qualifications

• Some experience in IT support or help desk roles preferred; capability and aptitude valued over credentials
• Background in trade school, CCAF, military IT (e.g., IT Specialist), or equivalent hands‑on experience welcome
• Proficiency supporting both Windows (PC) and macOS (Mac) environments
• Experience with Microsoft 365, Google Workspace, or similar platforms
• Familiarity with ticketing systems and remote support tools
• Basic understanding of networking concepts (VPN, Wi‑Fi, DNS)
• Strong communication skills and a service‑oriented, patient mindset
• Christian.We believe that to contribute to our mission it is essential that a person maintain a vibrant Christian faith.
• Called.Work at LTW is not just another job; it is the work of God and an employee should sense the call of God on his or her life work within the ministry.
• Competent.In addition to being a Christian and having a sense of calling, a person must be fully competent to perform all the duties of the position.
• Committed.Because of LTW’s high standards and its belief in good stewardship, it is essential that all employees manifest a high level of commitment to their job responsibilities and the ministry as a whole.

10/01/2026

Full Time

TBD

Leading The Way

Atlanta, GA