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IT Helpdesk Support Analyst

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Updated Feb 22, 2024
Job Description

Summary: Responsible for troubleshooting and resolving problems with user hardware and software at The Woodlands Methodist Church (TWMC), including The Woodlands Methodist School, and The Church at Woodforest.

Essential Functions: Provide a high level of customer service for users experiencing problems with hardware and software related issues. Learn IT policies and procedures and be able to convey the basic philosophy to users in a way that is easily understood by basic users. This includes:

 

  • Work alongside project teams to support on-going work related to IT and IT related facilities work.
  • Ability to communicate clearly and effectively with individuals and groups of varying technical knowledge, at all levels of the organizationManage tickets in order to control process flow and represent work effort.
  • Diagnose and repair Windows desktop problems as assigned.
  • Image and deploy new computers to employees and contractors.
  • Install, configure and support phone system end user devices.
  • Maintain resolution of tickets and project related work.
  • Resolve network issues with End-User and collaborate with the Network Team in the implementation of related projects.
  • Desktop, laptop, and printer hardware diagnosis and repair.
  • Performs other duties as requested by Information Technology Manager

Other Specifications:

  • Reports to: Director of Operations
  • Position Type: Full time, exempt
  • Schedule: Monday – Friday. As is typical for ministry, this position requires a flexible schedule with potential evening and weekend hours to support special events
  • Compensation: Dependent on experience
  • Benefits: Full benefits, including medical, dental, vision, life, 403b  

Skills Required

Qualifications:

  • Exemplify the core values of The Woodlands Methodist Church:
    1. Live Faithfully – integrate your beliefs, values, and principles into your professional life.
    2. Love Compassionately – foster a caring and supportive environment where individuals feel valued and supported.
    3. Embody Integrity – trust and be trustworthy, demonstrate consistency in actions and values, and respect confidentiality.
    4. Offer Encouragement – Foster a positive work environment by expressing appreciation, offering constructive feedback, and providing support and resources when able.
    5. Remain Teachable – demonstrate a genuine desire to learn, an open mind, and a willingness to put in the effort to improve.
    6. Be Accountable – take ownership of tasks and responsibilities; consistently practice clear, open communication (verbally or via email), learn from mistakes, and seek continuous improvement.
    7. Multiply Yourself – search for wats to be more efficient and productive; maximize your impact and productivity, leverage the resources and skills available.
  • Bachelor’s degree in computer science or equivalent experience of 3+ years of experience supporting users in an enterprise environment.
  • Working experience installing, upgrading and maintaining computers, PC peripherals, and mobile devices.
  • Able to perform basic network analysis and troubleshooting in order to work with specialized teams; coordinating the effort between the user and level 2 support analysts.
  • Maintain a high level of flexibility.
  • Excellent customer service and troubleshooting skills.
  • Highly organized and detail oriented.
  • Strong knowledge of tools and techniques employed in supporting enterprise networks.  
  • Proven ability to document in writing instructional material as related to the use and maintenance of technology.
  • Ability to communicate clearly and effectively with individuals and groups of varying technical knowledge, at all levels of the organization.
  • Extensive experience in the support of:
    • Windows 7 and above
    • macOS and OS X
    • iOS
    • Chrome OS
    • Computer, mobile device and peripheral configuration/installation to include tablets, printers, plotters, etc.
    • Anti-malware software configuration, installation, deployment.
    • Microsoft Office: Word, Excel, Outlook, PowerPoint and other desktop and browser-based applications.
    • Mac specific computing environments including operating systems and software applications.
    • Bilingual (Spanish) preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Compensation:

Based on experience

Location

The Woodlands Methodist Church
2200 Lake Woodlands Drive
The Woodlands, TX   77380

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Job Categories

Job Types(s):   Technology / IT, Ministries

Industry(s):   Nonprofit / Social Service, Information Technology, Religion

Employment Type:   Employee - Full Time

Job Location(s):   The Woodlands

Contact Information

The Woodlands Methodist Church - Visit Our Business Directory Listing

Website:  Visit Our Website

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