We are seeking a motivated and customer-focused Help Desk Technician to provide technical support and first-line assistance to our employees. The Help Desk Technician will be responsible for troubleshooting hardware, software, and technical issues, resolving support tickets, and ensuring users have the tools they need to be productive. The ideal candidate is a problem solver with strong communication skills and a passion for helping others with technology. 

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or in person.
• Troubleshoot and resolve hardware, software, desktops, laptops, printers, mobile devices, and other peripherals both windows and macOS.
• Perform basic network troubleshooting related to connectivity. Wi-Fi, DHCP, and switching basic ports.
• Escalate complex issues to higher-level support or system administrators as needed.
• Install, configure, and maintain computer systems, applications, and user accounts.
• Monitor and manage help desk tickets, ensuring timely responses and resolution in line with SLAs.
• Track IT devices, accessories, and loaner devices to maintain IT inventory.
• Support conference rooms and meeting space devices such as projectors, webcams, and online meeting software.
• Document all support interactions, solutions, and troubleshooting steps in the ticketing      system.
• Provide training and guidance to users on basic IT tools, security best practices, and software usage.
• Assist with onboarding/offboarding employees, including setting up accounts, devices, and access permissions.
• Support regular IT maintenance tasks such as updates, backups, and patching.
• Participate in team projects and contribute to the improvement of IT processes and knowledge base.
• Contribute to ongoing knowledge base by drafting or updating existing guides
• Setup and tear down audio systems for Academy chapels in both Sanctuary and Community Room.
• Operate or assist with audio consoles Behringer X32, Behringer Wing, Tamaha TF5
• Interface with Academy staff to ensure smooth execution of scheduled Chapels and gatherings.

Qualifications

• Education: Associate degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Experience: 1–2 years of help desk, IT support, or related experience preferred.
• Technical Skills:
  • Knowledge of Windows and/or macOS operating systems
  • Familiarity with Microsoft 365, email clients, and collaboration tools
  • Basic understanding of networking (TCP/IP, DNS, DHCP, VPN)
  • Experience with ticketing systems (e.g., ServiceNow, Zendesk, Remedy)
• Soft Skills: Quick learner, Strong communication, customer service, and problem-solving abilities.

Preferred Certifications

• CompTIA A+
• CompTIA Network+ or Security+
• Microsoft Certified: Modern Desktop Administrator Associate

Organizational and Spiritual Requirements:

• Contributing member of the Rock Church (or willing to transfer membership to the Rock Church). 
• Christ-centered behavior at all times by treating people with dignity, respect, compassion, and integrity.
• Utilize the principles of Matthew 18 and Ephesians 4:15 to resolve differences of opinion with others.
• Successful completion of a thorough pre-employment references and background checks, which includes: social security verification, Local, State & Federal criminal conviction records search, national security database, and sex offender registry.
• Attendance at all mandatory meetings and events.  This includes serving at Good Friday, Easter, and Christmas services, as well as the annual volunteer appreciation event.
• Regular involvement in Rock Church activities, ministries, and events.
• Tithe 10% to the Rock Church.
• Signed acknowledgment of the Rock’s Statement of Faith.
• Ability to interpret and adhere to the Rock’s policies, procedures, and employee handbook.
• Be self-motivated and goal-oriented, use good judgment, and be flexible and innovative.
• Professional attitude and demeanor.

Physical Requirements:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Must be able to work independently, communicate effectively, and lift up to 25lbs (with or without assistance). This position also may require long periods of sitting, standing, walking, and hand/eye coordination for keyboard data entry and viewing data on a computer monitor. External and internal applicants, as well as position incumbents who are or become disabled, as defined under the Americans with Disabilities Act, must be able to perform the Essential Job Functions either unaided or with the assistance of a “reasonable accommodation”, if such is determined, on a case-by-case basis.

Employment At-Will:

Employment at the Rock Church and Academy is “At-Will,” meaning either the Rock or the employee may terminate the employment relationship at any time, for any reason, with or without advance notice. 

Nothing contained in this job description or any other communication (written or verbal) the employee received is intended to be, nor should it be, construed as a guarantee that employment or that any benefit will be continued for any period of time. Compensation information provided to an employee, whether stated in hourly, bi-monthly, annual, or other terms, is not intended, nor does it constitute an employment contract or agreement for any specific period of time.

No manager, supervisor or employee of the Rock Church and Academy has any authority to enter into any agreement for employment for any specified period of time or to make any agreement for employment other than at-will.