Summary of Position
We are looking for a super smart, friendly, and all-around awesome individual who loves to take care of people and the technology they use. This Tech team provides IT support for all Gateway staff at all locations through multiple communication channels, the majority coming through Slack, our core communication platform. This role processes tickets through a triage, resolves moderate impacting issues, and escalates larger issues to specialized teams. This person will represent the IT Team and has a critical role in the success of our team and user experience.
We believe in a user-centric IT model and are passionate about integrating technology into all facets of the organization to maximize the mission of Gateway Church. This person is the guardian of our entire user experience and will monitor all incoming requests with a positive and helpful approach. This person will work within our help desk systems to document and track all requests according to our processes and policies.
Principle Responsibilities
Provide technical assistance and support to end-users and or user walk-in for hardware, software, and network-related issues.
Respond promptly and efficiently to support tickets, ensuring timely resolution and customer satisfaction.
Configure/Maintain Cisco switch ports.
Troubleshoot, diagnose and repair any system or component level equipment, as well as train others.
Maintain organization in the technology closets, computers, servers, check-in systems, etc.
Manage support tickets, documenting troubleshooting steps and resolutions accurately.
Follow established procedures for issue escalation and resolution, adhering to a process-oriented approach.
Demonstrate excellent communication skills to effectively communicate technical concepts to non-technical users.
Provide support for Mac, iPad, and other devices, including configuration, software installation, and system maintenance.
Collaborate with other team members to share knowledge and improve overall support processes.
Stay updated on the latest technology trends and advancements to enhance your technical knowledge and skills.
On occasion, this role may need to work weekends, nights, or holidays for on-call rotation.
This role will also require traveling to various campuses and locations on occasion for support or deployment of new Technology equipment.
Required Skills and Job Complexity
a) Unique Skills and Knowledge Excellent communication skills. Plus, the ability to communicate complex solutions clearly to all audiences. (Written and verbal) Naturally personable and outgoing, with a friendly demeanor.
Familiarity with ticket management systems and the ability to manage support tickets efficiently with strong problem-solving skills with the ability to diagnose and resolve technical issues effectively.
You're teachable. You know when something is over your head and are not afraid to ask for help. You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
Ability to solve problems and prioritize customer requests even with multiple interruptions. Ability to quickly adapt to newly implemented technology.
You're a go-getter, on a mission to get the job done, see a task through to completion, and bring your best every day.
b) Problem Solving and Decision Making High level of resourcefulness. Must know when and where to dig for information, and when to ask for help.
Solution-oriented.
Excellent listening skills and the ability to ask probing questions, understand concerns, and resolve problems.
Process-oriented mindset with the ability to follow established procedures and workflows
c) Relational Connections Gateway staff (all locations)
Part-time staff and high-capacity volunteers.
Build Team
Congregants
d) Physical Capabilities Able to pick up and carry large items such as monitors and desktop computers, servers and switches, and or equivalent.
Competencies Critical to this Position
Core Competencies
Punctual and reliable
Customer service centered
Proactive
Team player
Teachable
Technical Competencies
Experience with MacOS X and iOS products
Experience with PC and MS Office products
Entry-level understanding of Networking
Entry-level understanding of Video Conferencing systems
CompTIA Certs or Equivalent certifications
Key Performance Measurements Weekly support metrics
Feedback from IT Team and from end users
Response times
Contribution to knowledge base articles.
Ability to quickly understand new technologies.
*This description is not all inclusive, and other duties may be assigned as necessary.
Gateway Church does not discriminate in employment opportunities or practices on the basis of race, color, sex, national origin, age, disability, or any other characteristic protected by law as it applies to churches. However, Gateway Church does discriminate on the basis of religion.
Requirement: All Staff must be a member or become a member of Gateway Church upon employment
