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 mannerSupport and troubleshoot desktops, laptops, printers, phones, mobile devices, and peripheralsAssist with software deployment and rollout to workstationsManage and respond to tickets through the IT service management system, ensuring proper documentation and resolution trackingSupport onboarding and offboarding of staff, including device setup, account provisioning, and access controlAssist with user account management (password resets, permissions, MFA support)Escalate complex issues to the Infrastructure Engineer or IT leadership as neededAssist with AV and technical setup for meetings, ministry initiatives, and events when requiredContribute to IT documentation, knowledge base articles, and standard operating proceduresKey CompetenciesClear communication with non-technical usersPatience and people skills when supporting staff across a wide range of technical comfort levelsProblem-solving and adaptabilityAbility to prioritize and manage multiple requestsTeam-oriented with a willingness to serveSuccess In This Role Looks LikeStaff experience minimal downtime and quick resolution of issuesTickets are handled efficiently and documented clearlyNew hires are onboarded smoothly and securelyUsers feel supported, not frustrated