Help Desk Support Technician

## Company Description *Leading The Way* (LTW) is a Christian media ministry committed to the proclamation of the whole counsel of God. Uniquely equipped to reach a global audience through its offices in the USA, Canada, Australia and England, we use today’s technology to connect individuals with sound Biblical teaching – whether here at home or in closed countries and remote regions. Now celebrating over 35 years of ministry, *Leading The Way's* television, radio, and digital programs are broadcast in 28 languages to audiences across six continents. The ministry also operates an Arabic satellite television channel that broadcasts into the Middle East, North Africa, Europe, and Australia; distributes solar-powered Navigators containing the New Testament and Biblical teaching into remote regions; employs Field Teams for on-the-ground evangelism and discipleship; mobilizes Christians in prayer through the AWAKE America prayer campaign and city-wide rallies; and hosts international Evangelistic Celebrations in strategic cities across the globe. Dr. Youssef passionately proclaims uncompromising Truth and leads the way for people living in spiritual darkness to discover the light of Christ. ## Job Description The **Help Desk Support Technician** keeps LTW's technology running smoothly so staff can stay focused on the ministry's mission. As the first point of contact for IT issues, this role manages onboarding and offboarding, resolves problems efficiently, and keeps documentation clear and up to date. It's a hands-on opportunity to put technical skills to work in service of Kingdom impact, ensuring every team member has what they need to do their job well. Key responsibilities of the **Help Desk Support Technician** include but are not limited to: - Serve as the primary point of contact for all internal IT support requests (hardware, software, access, connectivity) - Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner - Support and troubleshoot desktops, laptops, printers, phones, mobile devices, and peripherals - Assist with software deployment and rollout to workstations - Manage and respond to tickets through the IT service management system, ensuring proper documentation and resolution tracking - Support onboarding and offboarding of staff, including device setup, account provisioning, and access control - Assist with user account management (password resets, permissions, MFA support) - Escalate complex issues to the Infrastructure Engineer or IT leadership as needed - Assist with AV and technical setup for meetings, ministry initiatives, and events when required - Contribute to IT documentation, knowledge base articles, and standard operating procedures **Key Competencies** - Clear communication with non-technical users - Patience and people skills when supporting staff across a wide range of technical comfort levels - Problem-solving and adaptability - Ability to prioritize and manage multiple requests - Team-oriented with a willingness to serve **Success In This Role Looks Like** - Staff experience minimal downtime and quick resolution of issues - Tickets are handled efficiently and documented clearly - New hires are onboarded smoothly and securely - Users feel supported, not frustrated ## Qualifications - Some experience in IT support or help desk roles preferred; capability and aptitude valued over credentials - Background in trade school, CCAF, military IT (e.g., IT Specialist), or equivalent hands-on experience welcome - Proficiency supporting both Windows (PC) and macOS (Mac) environments - Experience with Microsoft 365, Google Workspace, or similar platforms - Familiarity with ticketing systems and remote support tools - Basic understanding of networking concepts (VPN, Wi-Fi, DNS) - Strong communication skills and a service-oriented, patient mindset **Desired Characteristics of Applicants** When LTW reviews applicants for an open position, we look for certain characteristics we believe are i…