Help Desk/Technical Support

Austin Ridge Bible Church - Austin, TX

Full-time

Hybrid - Austin, TX

About the position

The Help Desk/Technical Support role at Austin Ridge Bible Church is focused on providing comprehensive software and hardware support to end users. The position requires strong problem-solving skills, effective communication, and the ability to manage multiple tasks in a fast-paced environment. The role involves assisting users with troubleshooting software issues, managing help desk tickets, and providing training on Microsoft applications.

Responsibilities

• Assist end users with troubleshooting and resolving issues related to software, focusing on Microsoft products (e.g., Windows OS, Office 365, Teams, OneDrive, and Exchange).
• Monitor, prioritize, and resolve help desk tickets in a timely and efficient manner.
• Provide guidance on Microsoft applications and features to help employees maximize productivity.
• Provide Level 1 support for hardware issues, including troubleshooting and resolving problems with desktop computers, laptops, monitors, printers, and peripherals.
• Install, configure, and update software on desktops, laptops, and mobile devices.
• Identify and escalate issues requiring more advanced expertise to higher-level support teams when necessary.
• Assist in deploying and managing software updates, security patches, and system upgrades across the organization.
• Create and maintain documentation of processes, issues, and resolutions in a knowledge base.
• Ensure software and licenses are managed in accordance with company policies and legal requirements.
• Provide high-quality customer service by addressing user concerns efficiently, politely, and effectively.

Requirements

• Strong verbal and written communication skills to interact with non-technical end users.
• Ability to diagnose and troubleshoot software-related issues quickly and effectively.
• Ability to handle multiple tickets and prioritize tasks in a fast-paced environment.
• Experience with remote desktop tools and IT ticketing systems (e.g., Teamviewer, Teams, or similar).
• Knowledge of other software platforms (e.g., Adobe, Cloudflare, Crowdstrike) is a plus.
• Understanding of IT security principles and best practices.

Nice-to-haves

• Experience with remote desktop tools and IT ticketing systems (e.g., Teamviewer, Teams, or similar).
• Knowledge of other software platforms (e.g., Adobe, Cloudflare, Crowdstrike) is a plus.
• Understanding of IT security principles and best practices.