IT Support Technician

Ministry Brands is looking for a  IT Support Technician to join our growing team! Who we are Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.    Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.   Available Location: Milton, GA Hybrid Working: In this role, you will split your time between working at the designated company office in Alpharetta, GA for a minimum of 4 days per week and will work remotely from your home address up to 1 day per week. Any changes to these work locations must follow the appropriate process as outlined in our handbook. Job Summary The IT Support Technician provides onsite technical support for executive staff at the Alpharetta office and serves as a key member of the company’s VIP support program. This role delivers high‑touch, white‑glove IT support while also collaborating closely with the broader IT Support team to assist end users across the organization. In addition to user support, this position owns the end‑to‑end hardware lifecycle process, including procurement, deployment, inventory tracking, and secure disposition of retired equipment. This role requires strong customer service skills, technical fundamentals, and discretion when supporting executive leadership. Key Responsibilities Executive & VIP Support Provide onsite, white glove technical support for executive staff located at the Alpharetta office Act as a primary participant in the VIP Support process for executives and designated VIP users across the company Respond to VIP incidents with urgency, professionalism, and discretion Support executive meetings, conference rooms, and presentations as needed (A/V, displays, conferencing tools) End ‑ User IT Support Provide Level 1 technical support for end users across the organization, including: Workstations (Windows/macOS) Mobile devices Common productivity applications Troubleshoot and resolve issues related to hardware, software, connectivity, and user access Escalate issues appropriately while maintaining ownership and communication Hardware Lifecycle Management Manage the full hardware lifecycle for company issued devices: Ordering new and replacement hardware Receiving and staging equipment Imaging, configuring, and deploying devices Tracking inventory and asset assignments Coordinate the secure return, wiping, and disposition of retired or replaced hardware Maintain accurate asset records in IT systems Collaboration & Process Support Work closely with the IT Support team to ensure consistent service delivery Follow and contribute to IT support processes, standards, and documentation Assist with onboarding and offboarding activities related to user access and equipment Participate in continuous improvement of support workflows and user experience Suggested Additional Responsibilities Assist with new hire onboarding (device setup, first day readiness, desk setup) Support conference room and office technology (Teams Rooms, monitors, docks, printers) Maintain IT supply inventory (peripherals, cables, accessories) Contribute to knowledge base articles and basic troubleshooting documentation Perform routine system checks (loaner inventory, spare equipment readiness) Assist with after-hours or executive event support on a limited, rotating basis Participate in security hygiene activities (basic endpoint checks, MFA assistance, device compliance validation) Foundational Skillsets & Qualifications Technical Fundamentals Basic understanding of: Windows and macOS operating systems Microsoft 365 (Outlook, Teams, OneDrive, Office applications) Endpoint hardware (laptops, docks, monitors, mobile devices) Familiarity with: User account provisioning and access requests Basic networking concepts (Wi‑Fi, VPN, connectivity troubleshooting) Ticketing systems and IT service management workflows Customer Service & Soft Skills Strong customer service mindset with a calm, professional demeanor Ability to interact confidently with executive leadership Excellent verbal and written communication skills High level of discretion and professionalism when handling sensitive issues Ability to prioritize work and manage multiple requests effectively Experience & Education 1–3 years of experience in an IT support or service desk role (or equivalent hands-on experience) Experience supporting end users in a corporate or professional services environment preferred Relevant certifications (A+, ITF+, or similar) are a plus but not required Physical Considerations: Ability to work in a general office environment Ability to handle extended periods of computer-based work, including telephone Travel Considerations: Domestic and/or international travel required, estimated up to 5% Benefit offerings designed to promote a life of balance!   At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.  Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.  Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!   Invest in your future – Ministry Brands matches 100% of your 401(k) contributions, dollar-for-dollar, up to 3%. Contribute 3%, and we add another 3%. It's well-earned money working toward your retirement from day one. Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.   Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.   Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career. Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work. Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.