Who you are: 

You are a problem solver with a strong understanding of server and network management, proactive in troubleshooting, and skilled in collaborating with cross-functional teams. You are a strong team player, able to work effectively with other IT staff and departments to achieve common goals. You demonstrate careful attention to system configurations, security requirements, and infrastructure performance. You lead with excellent communication skills with a customer-oriented approach, able to explain tactical concepts to non-technical users.

What you'll do: 

Technical Support & Troubleshooting

• Provide Tier 1 support by diagnosing and resolving hardware, software, and network issues for end-users.
• Log, track, and document issues in the ticketing system, ensuring timely resolution and communication with end-users.
• Escalate unresolved issues to Tier 2 or appropriate IT team members, providing detailed documentation for hand-off.

User Account & System Management 

• Manage user accounts, passwords, and access permissions in systems and applications following IT security policies.
• Assist in setting up workstations, peripherals, and basic software installations for new employees.
• Support mobile device configurations and access to company resources for end-users.

System Monitoring & Maintenance 

• Monitor infrastructure health and performance, addressing basic alerts and identifying potential issues.
• Perform routine maintenance tasks on systems, including updating software, applying patches, and troubleshooting basic network connectivity issues.
• Assist in maintaining and tracking IT inventory and equipment, ensuring accurate records and labeling.

Documentation & Knowledge Base Maintenance 

• Document troubleshooting processes, resolutions, and standard operating procedures to build the IT knowledge base.
• Update end-user guides, FAQs, and instructional materials for recurring issues or procedures.
• Collaborate with Tier 2 support to identify improvements to documentation and escalation processes.

Customer Service & End-User Training 

• Provide high-quality customer service, ensuring end-users feel supported and informed throughout the troubleshooting process.
• Educate end-users on IT policies, best practices, and basic troubleshooting steps to improve self-service capabilities.
• Offer training for end-users on new software, tools, or systems as needed.

Skills & Experience you’ve had:

• Education: Associate’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Experience: 1-2 years of experience in IT support, help desk, or systems administration role.

Technical Skills

• Familiarity with Windows and Mac operating systems and basic server management.
• Basic knowledge of networking concepts (e.g., TCP/IP, DHCP, DNS) and troubleshooting connectivity issues.
• Experience with remote desktop tools and ticketing systems.
• Basic proficiency with Microsoft Office 365 and standard business applications.

Embody all Lakepointe Leadership Behaviors:

• Love and follow Jesus
• Honor up, down, and all around
• Make it fun
• Reject good for great
• Whatever it takes
• Love Lakepointe 

AT-WILL EMPLOYMENT:
By submitting my resume to Lakepointe Church for potential employment I acknowledge that if hired, I will be an employment-at-will employee.  I will be subject to dismissal or discipline without notice or cause, at the discretion of the employer.  I understand that no representative of the church, other than the Director of People Operations, Senior Pastor, or Elder Board have the authority to change the terms of an at-will employment and that any change can only occur with written notification.

OPPORTUNITY STATEMENT:  

E-VERIFY:
Lakepointe Church uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify.