Technical Support Specialist Level 2

Job Description: The Technical Support Specialist Level 2 must have the expertise and skills to work independently in providing support to end users on a variety of issues. This includes receiving, prioritizing, documenting, and resolving end user help requests, as well as providing in-person, hands-on assistance at the desktop level. PRIMARY DUTIES AND RESPONSIBILITIES: Provide routine maintenance of standard PC/Mac components (e.g., hard drives, memory, upgrades, expansion cards). Prioritize incoming calls, voicemails, emails, and in-person requests for assistance related to hardware, software, network, and other computer technologies. Understand networking concepts such as DNS, DHCP, and TCP/IP protocols and applications. Recognize, research, resolve, and follow up on customer problems; inform management of potential issues and identify trends. Maintain proficiency in systems applications, with knowledge in computer analysis and programming. Take ownership of customer issues and provide timely support. Log and track calls using Customer Management Ticketing System software, maintaining records and documentation. Continuously improve support tools, FAQ, KB, web portal, and self-service resources. Support and install applications within an Office 365 environment. Diagnose and resolve issues with LAN (Ethernet/WIFI). Work within a Domain network and have basic knowledge of Active Directory. Support account changes for all Ministry applications. Follow Ministry incident management standards. Leverage Ministry tools for ongoing education. Perform other duties as assigned. Requirements: Education: CompTIA A+ certification required or able to obtain within the first 12 months of employment. Other IT certifications are a plus. Associate's degree in an IT-related field. Experience: Minimum of 2 years support experience in installation, configuration, and administration of MAC and PC, mobile devices (iPhone, iPad, Android), Windows 7/10, Microsoft Office, and web browsers. Knowledge, Skills, and Abilities: Ability to work independently. Strong analytical skills for solving complex technical issues. Effective communication, planning, and documentation skills. Highly organized with minimal supervision. Excellent interpersonal skills for communication at all levels. Confident, proactive, and goal-oriented. EQUIPMENT TO BE USED: Standard office equipment and current technologies. TYPICAL PHYSICAL DEMANDS: Ability to sit at a computer for at least seven hours daily. Manual dexterity for operating office machines. Ability to lift up to 50 lbs. Normal hearing and vision required. Ability to perform physical tasks such as pulling, pushing, standing, sitting, and reaching. TYPICAL MENTAL DEMANDS: Follow instructions and adapt to work situations. Be detailed, organized, and communicative. Multi-task and adapt to changing environments. Problem-solving and decision-making skills. Effective interaction with people at all levels. Proficiency in English, including proofreading. WORKING CONDITIONS: Work environment demanding constant attention. Adherence to Ministry policies and regulations. Work hours from 8:00 am to 6:00 pm, Monday through Thursday or Tuesday through Friday. Up to 25% travel to KCM meetings. On-call support during evenings and weekends. OTHER: Must be a born-again believer adhering to the doctrines upheld by Kenneth and Gloria Copeland. Work well with others, avoiding dissension and division. Maintain good attendance. Membership and regular attendance at EMIC required. Requires diplomacy, maturity, and excellent communication skills due to extensive contact with ministry leaders. Ability to work with diverse cultures.

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