Specialist - Technical Support

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The Archdiocese of St. Louis strives to teach and share our faith, serve others, and foster unity throughout the St. Louis area. Once a part of Kenrick-Glennon Seminary's campus, the Cardinal Rigali Center in Shrewsbury, MO is today the headquarters and curia (governing body) for the Archdiocese of St. Louis.

The Archdiocese of St. Louis strives to serve the community through education, housing, healthcare and unites people in faith, service and community. We are seeking an IT Technical Support Specialist to be the first point of contact for users needing technology support. This role provides day-to-day troubleshooting and resolution for Windows devices and Microsoft 365 applications, supports user access through Active Directory, and assists with light networking issues (connectivity and basic network configuration troubleshooting).

The technician will manage support requests through a ticketing system, document actions taken, and elevate more complex issues to the IT team.

• Respond to incoming IT support requests (phone, email, chat, and/or ticketing system) and provide timely, accurate assistance.
• Diagnose and resolve common Windows issues including:
• Account access problems (sign-in issues, locked accounts, permissions)
• Password resets and account unlocks (per IT policy)
• Email/client access issues (Outlook/Teams)
• Installation/troubleshooting of approved software
• Printing issues and basic device/peripheral troubleshooting
• Update/patch troubleshooting and general workstation maintenance
• MFA troubleshooting and user verification
• Support Microsoft 365 usage for end users, including Outlook, Teams, One Drive/SharePoint access basics, and general application troubleshooting.
• Assist with Active Directory support tasks:
  • User account and group membership troubleshooting
  • Understanding login/authentication issues and coordinating resolution
  • Following identity/access workflows for onboarding and offboarding
• Troubleshoot Wi Fi/LAN connectivity, basic DNS/DHCP/IP configuration symptoms
• Confirm connectivity using standard OS tools and checks
• Coordinate with senior IT/network resources when changes/configuration are required
• Problem summary, troubleshooting steps, resolution, and next actions/escalations
• Maintain equipment readiness by supporting basic setup and maintenance of user endpoints.
• Collaborate with the IT team to improve documentation, knowledge base articles, and support processes.
• Follow security and data handling procedures.

• Hands-onexperienceinanIThelpdesk,desktop support,orsimilarsupportrole.
• Proficiencytroubleshootingandsupporting
  Windows
  11
  .
• Workingknowledgeof
  Active Directoryuserconcepts
  (accounts,groups,authentication/lockoutbasics).
• Workingknowledgeof
  Microsoft
  365
  (Outlook and Teams;basicaccessandsynctroubleshooting).
• Familiarity with
  lightnetworkingtroubleshooting
  (Wi‑Fi/LANconnectivity,IP/DNS/DHCPconcepts,basicnetworkchecks).
• Experience supporting and troubleshooting Citrix client side.
• Work with Multi Factor Authentication mechanisms.
• Abilitytocommunicateclearlywithnon-technicalstaffandprovidestep-by-stepguidance.
• Strongattentiontodetailandconsistentticketdocumentation.

Preferred Qualifications

• Experiencewithticketingsystems.
• Basicexposuretoendpointmanagementtoolsandimaging/deploymentprocesses.
• Familiaritywithprintersetupandtroubleshootingacrosssharedandnetworkprinters.
• Relevant certifications(e.g.,CompTIAA+,Microsoft Fundamentals,Network+)areaplus.

Working Conditions

• Onsitesupportfordevicetroubleshootingandsetup;remotesupportforuserhelp and software/applicationissues.
• Some local travel to partner sites may be required.
• AbilitytoliftorhandletypicalITequipment(laptops,peripherals,smallnetworkinghardware).

Performance Expectations

• MeetorexceeddefinedticketSLAsandresponse-timetargets.
• Strongfirst-contactresolutionandeffectiveescalationwhenneeded.
• High-qualitydocumentationandknowledgesharingtoreducerepeatincidents.
• Consistentlyprofessional,helpfulcommunicationwithusers and peers.
• Must work effectively in a team environment.

The Archdiocese of St. Louis is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All…