Help Desk Specialist

Reports to:

Director of IT

Hours Commitment:

Full-time hours (40 hours/week, Sunday-Thursday schedule) with regular weekend responsibilities and after-hours support as needed.

Objective:

The Help Desk Specialist serves as the first point of contact for all IT and Production Services (AVL) support requests. This role is responsible for delivering a high-quality, customer-first support experience by triaging tickets, communicating clearly, and ensuring issues are routed, documented and resolved efficiently.

This individual sets the tone for a culture of exceptional customer service, bringing a balance of responsiveness, care, and follow-through, and they play a key role in supporting ministry through technology and production.

Personal Qualifications:: Have a personal relationship with Jesus and demonstrate ongoing spiritual growth through everyday habits and practices.

Support LCBC’s mission to introduce people to Jesus and together fully follow him, along with our ministry philosophy, priorities, and beliefs.

Be a leader who is:

Focused:

Work hard with urgency and intensity

Collaborative:

Bring others into your work, give and ask for feedback

Growth-minded:

Plan for growth and be ready for when God wants to move by pursuing personal, spiritual, and professional development

Lead the way in LCBC’s values: We run after the one, we pursue excellence, we prioritize relationships, we deploy people for impact, and we are real and relatable.

Be an LCBC Partner, or willing to become one within 60 days of employment. Regularly attend and participate at LCBC prior to and/or upon employment.

Primary Responsibilities:: Help Desk Leadership:

• Serve as the first point of contact for all IT and AVL requests
• Triage, prioritize, and route tickets with accuracy and swiftness
• Communicate clearly, warmly, and helpfully with staff and volunteers
• Resolve basic to intermediate issues and ensure thorough documentation
• Model a support experience defined by clarity, ownership, and care

Documentation & Process Improvement:

• Create and maintain simple, and accessible documentation for common processes and solutions
• Identify gaps and proactively build resources that improve clarity and efficiency
• Support workflows and collaboration across IT and AVL

Ordering & Project Support:

• Assist with ordering technology and AVL equipment with strong stewardship
• Support project coordination, timelines, and communication
• Help move initiatives forward by managing details and staying organized
• Assist with vendor selection and vetting
• Coordinate RFPs for larger quotes
• Required Skills:: Strong customer service mindset with a genuine desire to help and serve others
• Excellent attention to detail with consistent follow-through
• Strong verbal and written communication skills
• Ability to manage multiple priorities and stay organized in a fast-paced environment
• Resourceful problem-solver with a proactive approach
• Strong technical aptitude with ability to learn new systems quickly
• Professional, trustworthy, and able to maintain confidentiality

What Success Looks Like & Key Attributes:: Staff and volunteers feel supported, understood, and cared for Demonstrates tenacity by handling requests with ownership, timely follow through to resolution, and persistence

• Communication is proactive, setting clear expectations and next steps, with warmth and professionalism
• Documentation is easy to follow and reduces confusion
• Projects and purchasing processes are organized and reliable
• Stays engaged, solves problems, and doesn’t let details fall through the cracks
• Self-motivated, reliable, and driven