IT Help Desk Representative - Hybrid Remote

Location US-TN-Nashville
Job ID
2022-25923
Job Family
Information Technology

Overview

Lifeway IT is looking for our next Support Analyst to join our Tier I team. Our Support Analyst / IT Help Desk Representative serves as a member of the Help Desk team to provide technical support related to the management of day-to-day user hardware and software issues. The ideal candidate is Middle Tennessee based and possesses excellent troubleshooting skills for isolating problems and determining/implementing solutions, as well as the desire to take the initiative to own and resolve customer issues according to SLAs.

 

Why Lifeway?

 

This is a place where you can bring your faith and work experience to join in the most important mission in the world: making disciples of Jesus Christ. Whether you’re a creator or storyteller, data guru or problem-solver, or anywhere in between, if you’re passionate about serving the church, we have a place for you. Lifeway has a strong Work from Anywhere (WFA) culture that is deeply focused on our mission and values. While headquartered in Nashville, TN, many of our positions are remote-eligible and have autonomy and flexibility with work hours. We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace. Lifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team members. Full-time employees are eligible for enrollment in our comprehensive benefits plans including healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more.

This role is a hybrid remote position which requires a minimum of one day per week on site in our Nashville offices.

 

 

 

 

Responsibilities

  • Provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution; Meet or exceed customer expectations on response quality, timeliness, and overall experience
  • Troubleshoot AV and video conferencing technologies (Microsoft/Zoom)
  • Install and configure computer hardware, software, systems, networks, printers and scanners for new and existing users; repair and replace equipment as necessary
  • Ensure that all support calls are logged, resolved, or are escalated to the proper group for resolution
  • Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems as well as LAN/WAN network troubleshooting
  • Assist and educate network users, as part of every day support
  • Prepare and maintain technical and user documentation and training materials if needed
  • Assist other IT team members with project tasks and testing

Qualifications

  • Associate's degree in Computer Science, Information Technology, Engineering, or related experience
  • 1+ years of experience providing technical support and/or system administration in a customer-facing role
  • Strong knowledge of PC and Apple hardware and software configurations
  • Knowledge of Microsoft Windows OS, macOS, Microsoft Office, and other standard enterprise applications
  • Experience supporting applications such as Office 365, etc.
  • Strong relationship management, customer service, and communication skills through a variety of platforms
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users 
  • Experience researching, analyzing and interpreting automated system problems 
  • Technical documentation skills
  • Strong analytical and organizational skills
  • Excellent problem-solving ability
  • Detail-oriented

 

Preferred Qualifications

  • CompTIA A+ certification - preferred, but not required
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related

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