Technology Support Specialist I

The Technology Support Specialist I position is the first (junior/entry) level technical support in IT and will be in training and development for higher grades of Technology Support Specialist positions whilst performing assigned duties. The Technology Support Specialist position exists to resolve or prioritize, escalate and route services and support requests for numerous IT services and applications raised by Focus users to the IT Service Desk. This position will also troubleshoot issues, identify root causes to resolve and document the resolution pertaining to end-user services and technology such as: Intel and Apple Mac devices and operating systems; MS/Mac desktop Office; Apple desktop/laptop and iOS devices and applications; specialized desktop video/audio editing products; end user network/Wi-Fi services; remote network access; telephone services, and email services; at a Level 1 and some Level 2 service/support level. This position will assist in supporting desktop projects, implementing critical software applications, managing desktop hardware lifecycles and support of end-user services. This position regularly interacts with customer groups and end-users at all levels (including executives) and should only require occasional supervision, referring only questionable and/or unusual problems to the immediate supervisor. Essential Duties/Responsibilities: Works as part of a rotation program (to cover support shifts) where and when required Serves as a point of contact (via phone or email) for all ministry telecommunications and IT services and support needs Works from within and enters all required information of all service requests and incidents into the Service Desk software Determines prioritization and impact of the request/incident based on documented criteria Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level Follows up with customers on status for outstanding service requests, and confirms satisfactory resolution prior to closing tickets With assistance from more senior Support Specialists, provides technical support for desktop hardware, all Intel and Apple Mac operating systems, Microsoft Office Applications, and many other desktop software applications With assistance from more senior Support Specialists, build, configure, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as needed With assistance from more senior Support Specialists, provides support and administration of the desktop telephones and associated telephone systems Remotely installs/updates software in accordance with Software License Management and IT Security Policies Assists in the administration of desktop, laptop and mobile device fleets With assistance from more senior Support Specialists, updates desktop software using desktop management tools Participates in creation and maintenance of desktop/laptop standard and custom images for ministry user profiles Gains functional knowledge about additional IT services to enhance service team capabilities and promote IT professionalism, capabilities, and teamwork Adheres to all IT policies, processes, procedures and standards in the performance of all tasks in this area of responsibility Adheres to procedures for Incident Management, Problem Management, Release Management, Service Level Management, Capacity Management, Availability Management, Change Management and Configuration Management Apple/iOS: Provides initial triage, troubleshooting and, where possible, first call resolution for issues involving Apple OS and iOS hardware and software Escalates issues specific to Apple OS and iOS to the appropriate service area in a timely manner with all appropriate information Other Duties/Responsibilities: Perform other duties as assigned Managerial Breadth/Scope of Job: None Working Environment/Physical Requirements: Fast paced customer service environment; Respectful, professional and courteous behavior and demeanor to all; frequent interruption, changes in priorities and special requests from management; Normal Office environment; must be able to sit and work on computer for long periods of time; Scheduled lunch and breaks JOB QUALIFICATIONS/REQUIREMENTS: Character/Spiritual: Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...” Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.” Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer Engages in Christian ministry Demonstrates behaviors aligned with FOF core values Personal Characteristics: Positive and encouraging attitude with ability to motivate/encourage peers Self-motivated; requires little direct supervision; Team player; trustworthy; reliable Coachable; able to redirect attentions and passions as requested; Creative thinker; effective problem solver; Organized Knowledge/Experience: Associate’s degree in Information Systems, Information Technology, related field, required; Bachelor’s degree preferred; significant proven experience in lieu of degree(s) considered 1-2 years in Apple OS/iOS hardware and applications experience required 1-2 years in Windows-based operating systems and application experience required 1-2 years of administration and organizational experience required Experienced in customer service and communication Comp TIA A+ certification preferred PC and Mac certifications preferred Skills, Abilities, and Special Talents/Gifts: Ability to communicate effectively (written and verbal) Working knowledge of printers and computer consoles Strong attention to detail and accuracy Ability to follow directions and keep records Ability to function effectively in a team environment Ability to work with confidential information Strong interpersonal skills and ability to work well with others; patience in dealing with people who do not understand technology Ability to provide technical support over the phone; good phone skills, professional demeanor Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience, and professionalism during stressful situations Ability to work responsibly with or without direct supervision Maintain a cool and calm demeanor under pressure Able to represent the IT department in professional and Christ-like manner in all dealings with Ministry customers and external partners Pay Range : $23.00 to $26.63 per hour Application Materials Required: Cover Letter, Resume/CV *Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redactin g or removing this information. Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications. Focus on the Family puts a high value on our team members and offers a unique benefit package. Employees scheduled for 20 hours or more per week are eligible for: Norton LifeLock ID Theft Coverage Legal Shield/ID Shield Coverage AFLAC 403B Retirement Plan Vacation Time & Vacation Payout Sick Time Holidays Service Awards Community Service Days Bookstore Discount Fitness Center Employees scheduled for 30 hours or more per week are eligible for all the above and: Medical Plan Dental Plan Vision Plan Life Insurance Disability Insurance Flexible Spending Accounts EAP (Employee Assistance Program) Tuition Reimbursement Warehouse Membership Reimbursement Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents. *Temporary employees are not eligible for benefits, except for: Sick Time Bookstore Discount Fitness Center Tentative Search Timeline: Priority will be given to applications submitted by November 20, 2026. However, this posting will remain open until filled. The potential employee start date is December 7, 2026 Posting date: October 21, 2026 Un-posting date: ongoing until filled Posting contact email: job@fotf.org