EAGLE MOUNTAIN INTERNATIONAL CHURCH INC
Technical Support Specialist Level 2
EAGLE MOUNTAIN INTERNATIONAL CHURCH INC - Newark, Texas, United States, 76071
Work at EAGLE MOUNTAIN INTERNATIONAL CHURCH INC
Overview
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Overview
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 activity resolving end user help request as well as require that the individual give in-person, hands-on help at the desktop level.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provide routine maintenance of standard PC/Mac components (e.g. hard drives, memory, upgrades, various expansion cards, etc.). Answer: prioritize incoming telephone calls, voicemail, email, and in-person requests for assistance from the Ministry experiencing problems with hardware, software, network, and other computer related technologies. Basic understanding of networking concepts such as DNS, DHCP, and TCP/IP protocols and applications. Handle problem recognition, research, resolve and follow-up for customer problems, inform management of potential problems and identify problem trends. Maintain a high level of proficiency in systems application with specialized knowledge in computer analysis and programming. Take ownership of customer issues and provide excellent and timely support to the end user. Log and track calls using Customer Management Ticketing System software and maintain history records and related problem documentation. Adopt and continuously improve support management tools, FAQ, KB, web portal, and self-service resources to provide customers with highly effective and responsive support options. Provides support of Ministry computers and mobile equipment including but not limited to installation, configuration, troubleshooting, and repair of various PC/Mac hardware and related peripheral equipment both in person and remotely. Support and install applications within an Office 365 Environment. Diagnose/Resolve technical problems with Local Area Networks (Ethernet/WIFI). Able to work with in a Domain network and have basic working knowledge of Active Directory. Provide move/change/add account support for all Ministry applications. Follows Ministry standards for all incident management processes. Leverage Ministry Tools and resources to further education. Other duties as assigned. Requirements
JOB REQUIREMENTS:
Education:
A+ Required or able to obtain with in first 12 months of Employment. Other IT certifications in related area preferred. Associate's degree in IT Related Field. Experience:
Requires a minimum of 2 years' support experience in installation, configuration and administration of MAC and PC, mobile devices (iPhone, iPad and Android), configuration and administration of Windows 7/10, Microsoft Office, and popular web browsers.
Knowledge, Skills, and Abilities:
Must be able to work independently. High level of analytical skills to find solutions to complex technical and system problems. Ability to give, receive and analyze information, formulate work plans, prepare written materials, and articulate goals and action plans. Must be very organized and require minimum instruction. Strong interpersonal skills to effectively communicate with all levels of supervisory and non-supervisory employees. Confident, self-starting and goal oriented. EQUIPMENT TO BE USED:
Standard office equipment and current technologies. TYPICAL PHYSICAL DEMANDS:
Must be able to sit at a computer for a minimum of seven hours per day. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, telephones, and other office equipment. Must be able to lift 50 lbs. Requires normal range of hearing and vision. Must be able to pull, push, stand, sit, stoop, bend, reach, move or carry equipment. Must be able to use hand tools, climb ladders and work under desks and on floors. TYPICAL MENTAL DEMANDS:
Must understand instructions and react favorably in all work situations. Must be detailed, organized and communicative. Must be task and goal oriented. Requires the ability to multi-task. Must adapt well to changing work situations. Must be able to grasp and apply new ideas. Must be able to resolve problems, handle conflict and make effective decisions. Must relate and interact with people at all levels. Must have good command of the English language and be able to proofread work. WORKING CONDITIONS:
A team member in this position works in an environment that demands constant attention. Strict adherence and commitment to Ministry policies, rules, and regulations is required. Regular work hours are from 8:00am to 6:00pm, Monday through Thursday or Tuesday through Friday. Some travel required (up to 25%) to KCM meetings to perform IT duties. In addition to those duties, this position will be required to serve on the afterhours and weekend support on-call rotation. OTHER:
Born again believer and must adhere to the doctrines of this organization as upheld by Kenneth and Gloria Copeland and their appointed representatives. Must work well with others, as a team and according to Romans 16:17, must not cause dissension, difficulties and divisions. Must maintain a good attendance record. Membership and attendance at EMIC are preferred. Because of the wide range of personal contact with ministry leaders within and outside the organization, this position requires considerable diplomacy, maturity, and excellent communication skills. Ability to work with people of all cultures.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provide routine maintenance of standard PC/Mac components (e.g. hard drives, memory, upgrades, various expansion cards, etc.). Answer: prioritize incoming telephone calls, voicemail, email, and in-person requests for assistance from the Ministry experiencing problems with hardware, software, network, and other computer related technologies. Basic understanding of networking concepts such as DNS, DHCP, and TCP/IP protocols and applications. Handle problem recognition, research, resolve and follow-up for customer problems, inform management of potential problems and identify problem trends. Maintain a high level of proficiency in systems application with specialized knowledge in computer analysis and programming. Take ownership of customer issues and provide excellent and timely support to the end user. Log and track calls using Customer Management Ticketing System software and maintain history records and related problem documentation. Adopt and continuously improve support management tools, FAQ, KB, web portal, and self-service resources to provide customers with highly effective and responsive support options. Provides support of Ministry computers and mobile equipment including but not limited to installation, configuration, troubleshooting, and repair of various PC/Mac hardware and related peripheral equipment both in person and remotely. Support and install applications within an Office 365 Environment. Diagnose/Resolve technical problems with Local Area Networks (Ethernet/WIFI). Able to work with in a Domain network and have basic working knowledge of Active Directory. Provide move/change/add account support for all Ministry applications. Follows Ministry standards for all incident management processes. Leverage Ministry Tools and resources to further education. Other duties as assigned. Requirements
JOB REQUIREMENTS:
Education:
A+ Required or able to obtain with in first 12 months of Employment. Other IT certifications in related area preferred. Associate's degree in IT Related Field. Experience:
Requires a minimum of 2 years' support experience in installation, configuration and administration of MAC and PC, mobile devices (iPhone, iPad and Android), configuration and administration of Windows 7/10, Microsoft Office, and popular web browsers.
Knowledge, Skills, and Abilities:
Must be able to work independently. High level of analytical skills to find solutions to complex technical and system problems. Ability to give, receive and analyze information, formulate work plans, prepare written materials, and articulate goals and action plans. Must be very organized and require minimum instruction. Strong interpersonal skills to effectively communicate with all levels of supervisory and non-supervisory employees. Confident, self-starting and goal oriented. EQUIPMENT TO BE USED:
Standard office equipment and current technologies. TYPICAL PHYSICAL DEMANDS:
Must be able to sit at a computer for a minimum of seven hours per day. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, telephones, and other office equipment. Must be able to lift 50 lbs. Requires normal range of hearing and vision. Must be able to pull, push, stand, sit, stoop, bend, reach, move or carry equipment. Must be able to use hand tools, climb ladders and work under desks and on floors. TYPICAL MENTAL DEMANDS:
Must understand instructions and react favorably in all work situations. Must be detailed, organized and communicative. Must be task and goal oriented. Requires the ability to multi-task. Must adapt well to changing work situations. Must be able to grasp and apply new ideas. Must be able to resolve problems, handle conflict and make effective decisions. Must relate and interact with people at all levels. Must have good command of the English language and be able to proofread work. WORKING CONDITIONS:
A team member in this position works in an environment that demands constant attention. Strict adherence and commitment to Ministry policies, rules, and regulations is required. Regular work hours are from 8:00am to 6:00pm, Monday through Thursday or Tuesday through Friday. Some travel required (up to 25%) to KCM meetings to perform IT duties. In addition to those duties, this position will be required to serve on the afterhours and weekend support on-call rotation. OTHER:
Born again believer and must adhere to the doctrines of this organization as upheld by Kenneth and Gloria Copeland and their appointed representatives. Must work well with others, as a team and according to Romans 16:17, must not cause dissension, difficulties and divisions. Must maintain a good attendance record. Membership and attendance at EMIC are preferred. Because of the wide range of personal contact with ministry leaders within and outside the organization, this position requires considerable diplomacy, maturity, and excellent communication skills. Ability to work with people of all cultures.