Help Desk Support Technician

Job Description

The Help Desk Support Technician keeps LTW's technology running smoothly so staff can stay focused on the ministry's mission. As the first point of contact for IT issues, this role manages onboarding and offboarding, resolves problems efficiently, and keeps documentation clear and up to date. It's a hands-on opportunity to put technical skills to work in service of Kingdom impact, ensuring every team member has what they need to do their job well.

Key responsibilities of the Help Desk Support Technician include but are not limited to:

• Serve as the primary point of contact for all internal IT support requests (hardware, software, access, connectivity)
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
• Support and troubleshoot desktops, laptops, printers, phones, mobile devices, and peripherals
• Assist with software deployment and rollout to workstations
• Manage and respond to tickets through the IT service management system, ensuring proper documentation and resolution tracking
• Support onboarding and offboarding of staff, including device setup, account provisioning, and access control
• Assist with user account management (password resets, permissions, MFA support)
• Escalate complex issues to the Infrastructure Engineer or IT leadership as needed
• Assist with AV and technical setup for meetings, ministry initiatives, and events when required
• Contribute to IT documentation, knowledge base articles, and standard operating procedures

Key Competencies

• Clear communication with non-technical users
• Patience and people skills when supporting staff across a wide range of technical comfort levels
• Problem-solving and adaptability
• Ability to prioritize and manage multiple requests
• Team-oriented with a willingness to serve

Success In This Role Looks Like

• Staff experience minimal downtime and quick resolution of issues
• Tickets are handled efficiently and documented clearly
• New hires are onboarded smoothly and securely
• Users feel supported, not frustrated
   

Qualifications

• Some experience in IT support or help desk roles preferred; capability and aptitude valued over credentials
• Background in trade school, CCAF, military IT (e.g., IT Specialist), or equivalent hands-on experience welcome
• Proficiency supporting both Windows (PC) and macOS (Mac) environments
• Experience with Microsoft 365, Google Workspace, or similar platforms
• Familiarity with ticketing systems and remote support tools
• Basic understanding of networking concepts (VPN, Wi-Fi, DNS)
• Strong communication skills and a service-oriented, patient mindset
   

Desired Characteristics of Applicants

When LTW reviews applicants for an open position, we look for certain characteristics we believe are important to maximizing the ministry of LTW and fully utilizing the spiritual gifts and talents as individuals.

• Christian.  We believe that to contribute to our mission it is essential that a person maintain a vibrant Christian faith.
• Called.  Work at LTW is not just another job; it is the work of God and an employee should sense the call of God on his or her life work within the ministry.
• Competent.  In addition to being a Christian and having a sense of calling, a person must be fully competent to perform all the duties of the position.
• Committed.  Because of LTW’s high standards and its belief in good stewardship, it is essential that all employees manifest a high level of commitment to their job responsibilities and the ministry as a whole.
   

Additional Information

Leading The Way’s employees come from a broad range of church backgrounds. Nevertheless, employees are expected to be a member in good standing of a church whose doctrinal convictions and statement of faith are not in conflict with LTW’s. To make sure everyone understands our theological foundations, we require that all employees subscribe to LTW’s Statement of Faith, avoid public statements conflicting with the Statement of Faith, and seek to conduct themselves in a manner consistent with the beliefs set forth in the Statement of Faith. 

Leading The Way is both an equal-opportunity employer and a Christian, nonprofit, religious organization. We conduct hiring without regard to race, color, ancestry, national origin, age, sex, marital status, parental status, or disability of an otherwise-qualified individual.