IT Support Specialist (Level 2

POSITION SUMMARY

The IT Support Specialist provides intermediate-level technical management and endpoint security across the digital and physical campus environments of Redemption Church. This role serves as a primary administrator for cloud infrastructure, end-user devices, and remote monitoring networks. The ideal candidate ensures high-availability operations for administrative staff and flawless technical execution during live Sunday and mid-week ministry services.

• Microsoft 365 Administration:
  Manage the corporate Microsoft 365 tenant, including user provisioning, Exchange Online, SharePoint permissions, shared mailboxes, and security/distribution groups.
• Device Management:
  Configure, push profiles to, and maintain church-issued laptops, mobile assets, and campus informational kiosks using Microsoft Intune.
• Remote Monitoring & Management (RMM):
  Oversee automated patching scripts, hardware tracking, software deployments, and remote triage pipelines using Connect Wise.
• Endpoint Protection:
  Manage enterprise endpoint security agents, device firewall policies, and malware remediation protocols using Sentinel One and Microsoft Defender to safeguard staff data and financial/tithe-tracking networks.

• Production Environment Triage:
  Support the Media team in troubleshooting sanctuary AV components, hardware matrices, stage digital snakes, and network-based media systems when production issues arise.
• Livestream & Media Systems:
  Provide technical backup support to maintain operational reliability for hardware/software video switchers, multi-camera feeds, and data streams pushing to church online streaming channels.
• Presentation Software Management:
  Update, optimize, and troubleshoot media servers, digital signage networks, and Pro Presenter environments.
• Networked AV Maintenance:
  Troubleshoot IP-based audio/video distribution, including Dante audio networks, NDI video paths, and dedicated media switch configurations.

• Service Desk Response:
  Resolve escalated internal Tier 1 and Tier 2 system issues reported by staff or ministry leaders at the San Jose campus.
• On-Call Weekend Rotations:
  Provide proactive technical readiness assessments and rapid deployment troubleshooting during live rehearsals, Sunday services, and specialized church events.
• Documentation:
  Author standard operating procedures (SOPs) for basic AV start-up, volunteer tech checklists, and system configurations.

• Provide technical mentorship to Level 1 technicians, tech interns, and media ministry volunteers.

• Associate’s degree or higher in Information Technology, Network Engineering, Media Production, or equivalent practical experience.
• 4+ years of hands‑on experience in a corporate IT setting, Managed Service Provider (MSP), or large house‑of‑worship IT and production ecosystem.

• Proven proficiency with the Microsoft 365 Admin Center, Microsoft Intune, and RMM architectures.
• Hands‑on administration experience managing security policies within Sentinel One and Microsoft Defender.
• Intermediate diagnostic understanding of audio‑visual hardware routing, digital audio consoles, and live broadcast protocols.

• Composure and agility under high‑pressure, live‑production constraints, with the ability to quickly patch or work around critical system failures.
• Excellent interpersonal and relationship‑management skills, tailored for a diverse environment of creative directors, pastoral staff, and volunteers.
• Clear written and verbal communication; able to translate technical issues for non‑technical staff.
• Alignment with the mission and values of Redemption Church; treats staff, donor, and ministry data with discretion and respect.

• Microsoft Certified:
  Endpoint Administrator Associate.
• Sentinel One Core/Advanced certification.
• CompTIA Network+ and/or Security+.

On‑site role combining office/desk work with desktop support visits across campus. Must be able to lift up to 40 pounds unassisted (e.g., stage monitors, network switch arrays, desktop hardware). Comfort working in tight spaces, such as inside media racks, network closets, or behind stage set designs. Flexible schedule required, including mandatory presence during Sunday worship services and designated ministry special events.

• Medical, Dental, Vision
• Accrued Vacation, front‑loaded Sick pay, Retirement Plan Options
• Staff Appreciation Days with pay as provided by Leadership
• Flex Days as provided by Leadership / Supervisor