Technology Support Specialist

Description

For more than 60 years, Tyndale has helped readers discover the life-giving truths of God's Word. Today we're one of the largest independently owned Christian publishers in the world. Though our business has grown, our mission remains the same: to open God's Word to as many as possible in language they can relate to and understand.

The Technology Support Specialist delivers dependable, secure, and empathetic technology support that enables Tyndale employees to do their best work. Serving employees across Tyndale's office, remote, and warehouse and distribution environments, the role is a trusted front-line partner for hardware, software, user access, printing, connectivity, and conference-room technology. The specialist owns each request from first contact through resolution or an effective, documented handoff and helps create a proactive employee technology experience through reliable service, clear communication, useful documentation, and continuous improvement.

• Provide responsive, empathetic, and customer-focused technology support. Serve as a trusted front-line partner for employees on-site, remote, and across warehouse and distribution areas; understand their technology needs; troubleshoot and resolve hardware, software, user access, printing, conference-room, and connectivity issues; provide clear updates and practical guidance; confirm the employee's needs have been met; and document the resolution or escalation. Prioritize work based on business impact and urgency, with particular attention to order fulfillment, security, shared technology, and needs affecting multiple employees.
• Provision and maintain endpoints, access, and workplace technology. Configure, deploy, maintain, and support laptops, mobile devices, approved software, user accounts, and access, including routine Microsoft 365, Entra , and Intune administration. Support onboarding, role changes, and offboarding so employees have secure, ready-to-use technology when they need it, and help keep printing, Zoom rooms, audiovisual systems, and warehouse technology ready for business demand.
• Improve the employee technology experience through documentation and continuous improvement. Identify recurring needs and root causes; create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and employee instructions; help new hires use Tyndale's essential applications; enable useful self-service; and contribute to standardization, automation, workflow improvement, and knowledge sharing that prevent avoidable issues and protect employee time.
• Maintain accurate, secure IT asset life cycles. Manage IT assets from receipt, inventory, configuration, and assignment through recovery, repair, replacement, and secure retirement, keeping records accurate throughout.
• Help protect Tyndale's technology environment. Follow secure support practices and promptly recognize and elevate suspected phishing, malware, compromised accounts, unauthorized access, and other potential security concerns.

• Sound judgment and problem-solving. Uses evidence to identify root causes, exercises sound judgment when balancing competing needs, and engages the right partners when additional expertise is needed.
• Strong communicator and collaborator. Listens with empathy, explains technical information clearly to technical and nontechnical audiences, keeps employees informed, and builds effective partnerships across teams and with vendors.
• Ownership and follow-through. Takes responsibility for assigned work from first contact through confirmed resolution or a clear, documented handoff and follows through on commitments.
• Composure and adaptability. Remains calm, methodical, and dependable while balancing planned work, changing priorities, and time-sensitive needs.
• Learning agility and improvement mindset. Learns new tools quickly, shares knowledge, constructively questions existing approaches, and helps User Support become a more consistent, secure, proactive, and trusted business partner.

• Two to three years of hands-on help desk, service desk, desktop, or technical support experience preferred.
• Bachelor's degree in computer science, information technology, or a related field preferred, or equivalent education, technical training, and directly relevant experience.
• Strong Windows troubleshooting and endpoint-support skills, with some macOS support, and working knowledge of Microsoft 365 identity and access…