Software and IT Support Specialist

JOB TITLE: Software and IT Support Specialist

DEPARTMENT: Information Technology

REPORTING TO: Director of Information Technology

PAY RANGE: $25.00 – $30.00

SCHEDULE: Full-time, as assigned

POSITION SUMMARY

Provides advanced end-user technology support and day-to-day administration of business software, user access, computers, and related systems. The position performs all core desktop support functions while taking greater responsibility for software configuration, access control, implementation support, documentation, and issue escalation.

KEY RESPONSIBILITIES:

• Receive, prioritize, resolve, document, and follow up on help desk requests submitted in person, remotely, or through approved support channels.
• Diagnose hardware, operating system, software, browser, email, printing, mobile-device, connectivity, and conference-room issues on Windows and macOS.
• Install, configure, test, deploy, maintain, recover, and securely retire desktops, laptops, tablets, smartphones, printers, scanners, projectors, monitors, and peripherals.
• Prepare equipment and user access for onboarding, role changes, and separations; create, change, and disable accounts, licenses, groups, and permissions through approved procedures.
• Administer and support approved desktop, cloud, web-based, and ministry-specific applications; coordinate testing, upgrades, migrations, integrations, and approved automation projects.
• Maintain accurate asset, assignment, warranty, inventory, configuration, and software-license records, along with practical procedures and end-user instructions.
• Apply approved updates and endpoint security settings and provide basic support for phones, Wi-Fi, networks, cabling, backups, HVAC interfaces, and related systems under direction.
• Train users, coordinate with vendors and application owners, test fixes, document changes, and escalate unresolved, complex, security-sensitive, or higher-risk issues promptly.
• Follow cybersecurity and confidentiality requirements and immediately report suspected phishing, malware, unauthorized access, data exposure, or equipment loss.

QUALIFICATIONS:

• Associate degree in information technology or a related field, or an equivalent combination of technical education, certifications, and progressively responsible experience.
• At least three years of experience in end-user support, software administration, systems implementation, or comparable technology services.
• Working knowledge of Windows, macOS, Microsoft 365, cloud applications, mobile devices, peripherals, remote-support tools, accounts and permissions, Wi-Fi, DNS, VPN, multifactor authentication, and endpoint protection.
• Demonstrated ability to troubleshoot independently, document solutions, manage competing priorities, explain technical information clearly, and exercise discretion with confidential information.
• Microsoft, Apple, CompTIA, scripting, SQL, API, reporting, or automation experience preferred.
• Ability to support the Christian mission and values of Amazing Facts International; work primarily on-site, occasionally support evening or weekend activities, and lift or carry equipment up to 35 pounds with reasonable accommodation as applicable.

CORE EXPECTATIONS:

Works with integrity, sound judgment, clear communication, appropriate confidentiality, and a service-minded approach. Manages assigned priorities, documents work accurately, collaborates across departments, and escalates risks or unresolved issues promptly.