IT Support Specialist

Entry to Mid-Level
· Systems & Technology
· Frederick, MD

The Word Among Us is a Catholic publisher that provides daily meditations and spiritual resources through print, mobile apps, and our website, serving readers of all ages in their daily prayer and walk with Christ. As we transition from a print-first publisher to an integrated spiritual platform, our technology environment is central to how we accompany subscribers across every channel.

The IT Support Specialist provides hands-on technical troubleshooting and operational support for The Word Among Us staff and, by escalation, for our digital subscriber base. Reporting to the Director of IT Infrastructure & Security and the Director of Technology & Strategic Initiatives, this role is the first line of support for day-to-day technical issues, freeing senior systems staff to focus on infrastructure, security, and platform modernization.

The role helps systematize knowledge that is currently held informally by a small number of people — documenting how our interconnected systems work so that support does not depend on any single individual. The ideal candidate bridges the gap between technical backend systems and non-technical end users, and does so with patience, curiosity, and respect for our mission and our audience.

Director, IT Infrastructure & Security and Director, Technology & Strategic Initiatives

Systems & Technology

Full-time

80-90k, commensurate with experience

Medical, dental, vision, life, AD&D, and LTD insurance; HSA; 401(k) with employer match and immediate vesting; paid time off; 13 paid holidays; ministry service leave; physical fitness reimbursement; estate planning benefit; tuition reimbursement; discretionary annual bonus; all subject to plan terms and eligibility.

• Provide day-to-day on-site Tier 1 and Tier 2 support for both on-site and remote staff across hardware, software, printing, and network connectivity.
• Administer user accounts, access, and license seats across the organization's tech stack (e.g., Microsoft 365, Citrix, Git Hub, ), with onboarding/offboarding checklists.
• Assist with basic administration and user troubleshooting for Salesforce
• Coordinate software procurement (including nonprofit channels such as Tech Soup) and maintain internal documentation for software versions, licenses, and credentials.
• This is the IT-side technical tier that receives digital-access issues front-line Customer Service and the Technical Support Representative cannot resolve — it is not a replacement for those roles.
• Serve as the technical escalation point for Customer Service on complex digital access, entitlement, and subscription issues that exceed standard representative training.
• Diagnose failed logins and access problems across the print-subscriber authentication layer (aMember/MMS), helping users navigate the difference between print-subscriber credentials and mobile app-store entitlements.
• Build and maintain a structured triage and escalation process so issues are consistently identified, routed, and resolved — reducing dependence on any single team member.

• Create and maintain instructional guides and runbooks (e.g., using Scribe) for internal systems such as Multi Pub and Craft CMS, converting tribal knowledge into shared documentation.
• Lead informal "Lunch & Learn" sessions and one-on-one coaching to raise the organization's overall technical fluency and reduce reliance on workarounds.
• Document standard operating procedures (SOPs) for cross-departmental workflows and system integrations.

• Moni…