Technology Support Specialist II

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

The Technology Support Specialist II position exists to support the ministry objectives of Focus on the Family ministry departments by implementing, upgrading, and supporting End User systems, including computer hardware, software, mobile devices, and business voice telephony solutions. The position responsibilities include identifying, prioritizing, resolving, and/or escalating system issues. This Service Desk Level 2 position will troubleshoot issues, identifying root causes, documenting resolutions, and following processes and procedures required to correct issues pertaining to End User Services.

• Identifies, analyzes, prioritizes, resolves and/or escalates system issues for End User systems
• Provides Executive Level support to C-Team members and Vice Presidents, and works as part of an On-Call rotation to provide after hours and Executive support
• Serves as a point of contact (via phone or email) for 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, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level
• 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 installs 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
• Takes part in the creation and maintenance of desktop/laptop standard and custom images for ministry computers
• 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

• Fast paced customer service environment. Ability to provide respectful, professional, courteous behavior and demeanor to all. Ability to handle frequent interruption, changes in priorities and special requests from management. Must be able to sit and work on computer for long periods of time and may be required to kneel under desks to install computers and network cable connections.

Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I…