Help Desk Technician

The Help Desk Technician is responsible for the management of user workstations at Lutheran Church of Hope. The Help Desk Technician
, or “HD,”
job duties involve configuring and overseeing network connections, data management, user settings, and security, and handling technical support issues for users as they arise.

We are seeking a driven individual with a passion for people and technology. The perfect candidate will have a background in IT, either personally or professionally, with a knack for tinkering and learning.

The Help Desk Technician is responsible for the management of user workstations at Lutheran Church of Hope. The Help Desk Technician
, or “HD,”
job duties involve configuring and overseeing network connections, data management, user settings, and security, and handling technical support issues for users as they arise.

We are seeking a driven individual with a passion for people and technology. The perfect candidate will have a background in IT, either personally or professionally, with a knack for tinkering and learning.

• Maintain a positive attitude toward others, greeting them with kindness. Be alert to the moods and needs of other staff on a professional basis.
• Maintain self-control and professionalism in dealing with others, as well as confidentiality and professionalism in dealing with all situations.
• Demonstrate flexibility, creativity, and resourcefulness.
• Be committed to the concept of team spirit, supporting other staff and the church’s mission.
• Maintain a professional appearance appropriate for work.
• Adhere to the Lutheran Church of Hope Staff Covenant for spiritual, personal, and professional relationships and behavior.
• Maintain a vital and growing personal relationship with God.

The Help Desk Technician duties include, but are not limited to:

• Performing password resets and basic account unlocks in systems such as Active Directory, Microsoft 365, and other business applications.
• Installing approved software and helping users with standard applications (e.g., Microsoft 365, web browsers, email).
• Developing preventive maintenance procedures to avoid system failures.
• Creating, updating, and closing tickets with accurate notes and timely follow-up.
• Troubleshooting basic network connectivity issues, such as WiFi, VPN, and network drive access.
• Providing excellent customer service via phone, email, chat, or in person.
• Documenting steps taken to resolve issues and contributing to knowledge-base articles.
• Troubleshooting technical issues and escalating complex problems to appropriate support teams for resolution.
• Performing repairs and replacements of software and hardware peripherals.
• Providing job training to new hires as needed.
• Providing assistance to other administrators when requested.
• Performing failure analysis and determining corrective action plans.
• Planning and executing allotted work within deadlines and maintaining records of daily tasks.
• Overseeing inventory management of software and hardware components.
• Installing antivirus software and overseeing software license renewals.
• Monitoring and responding quickly and effectively to requests received through the IT help desk.
• Responding to customer queries by phone and email.
• Creating step-by-step training materials with screenshots for users.
• Other duties as assigned, however, related.

• Prepare, set up and tear down check-in terminals for weekly events, like children’s and student ministry.
• Actively monitor and assist/troubleshoot the streaming of weekend services (Saturdays from 4:00-7:00 pm, Sundays from 7:00 am – 1:00 pm). Escalate to senior staff when necessary (especially during Christmas/Easter/VBS and other large events).
• Take part in…