Helpdesk Technician Level I

at  COMMUNITY BIBLE CHURCH

JOB OVERVIEW

The Level 1 Helpdesk Technician serves as the first point of contact for church staff and volunteers experiencing IT-related issues. This position requires a service-oriented individual with a broad understanding of technology, including desktop support, software troubleshooting, and basic network systems. The technician will provide support via phone, email, and in person, ensuring efficient operation of technology in support of the church’s mission.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee may be regularly required to do the following:
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Must have good or corrected vision as well as effective peripheral vision, depth perception and ability to adjust focus

• Must have good manual dexterity and be able to use repetitive motion of the hands and arms
• Must be able to remain in a stationary position for extended periods of time
• Must be able to move about inside the office to perform a variety of tasks
• Must be able to frequently and effectively communicate in both written and verbal form
• Must be able to frequently lift 15 pounds and/or push/pull objects up to 50 pounds
• Occasional reaching, stooping, kneeling, and crouching
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization

EDUCATION AND EXPERIENCE

• High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+) or associate degree in Information Technology preferred
• 1+ year of experience in a helpdesk or technical support role, or a strong foundation in IT principles and customer service
• Familiarity with Microsoft Office Suite, Windows operating systems, and basic understanding of network concepts

ESSENTIAL FUNCTIONS

• Provide initial contact and support for users experiencing IT issues, aiming to resolve issues at first contact where possible
• Log all helpdesk interactions in the helpdesk software, maintaining detailed and accurate notes
• Troubleshoot software and hardware issues on a variety of devices, including desktops, laptops, tablets, smartphones, and printers
• Assist with setting up and configuring new hardware and software, ensuring all technology resources are ready for staff and volunteer use
• Support the IT team in maintaining the church’s network infrastructure, including Wi-Fi and wired connections, under supervision
• Facilitate password resets, account creations, and permissions adjustments for users
• Escalate complex issues to higher-level IT staff while ensuring effective communication with the user throughout the resolution process
• Contribute to IT documentation, including helpdesk guides, user manuals, and FAQs, to assist in user self-resolution and training
• Provide technical support during church services and events, which may include weekends and evenings
• Participate in IT projects and initiatives as assigned
• Other duties as assigned

OTHER DUTIES

• Must exemplify CBC’s leadership traits of Honor, Hospitality, Hustle, High Capacity and Humility

• Must be willing to work weekends and occasional special events

• CBC Member, genuine desire to serve God and the Church
• Must live life beyond reproach 1 Timothy 3