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LCBC Church

Posted 4 months ago

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Help Desk Specialist

Central: Manheim, PAOn-siteFull-time

AI Summary

The Help Desk Specialist serves as the first point of contact for IT and AV support, triaging tickets, resolving issues, documenting processes, and supporting ministry through technology and production.

About this role

Reports to: Director of IT
Hours Commitment: Full-time hours (40 hours/week) with regular weekend responsibilities and after-hours support as needed
Overview: 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.

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

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

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

Personal Qualifications

  • Can articulate an identifiable salvation experience and lives out a pattern of spiritual development and regular attendance and participation at LCBC.
  • Supports LCBC’s mission, priorities, philosophy of ministry, and doctrinal statement.
  • Supports LCBC’s core values: we run after the one; we pursue excellence; we prioritize relationships; we deploy people for impact; we are real and relatable.
  • Displays a winning attitude and a spirit of cooperation; communicates truth with grace; prays about everything; and has a willingness to serve on a team.
  • Shows a desire to grow, develop, and mature, both spiritually and professionally.
  • Exhibits pride in the image of LCBC as it reflects on the image of Christ portrayed to attendees, staff, and guests.
  • Be an LCBC Partner or willing to become a Partner within 60 days of employment.

    • Benefits We Offer

  • Competitive medical, dental and vision coverage
  • Retirement plan contribution and employer match
  • Annual counseling benefit
  • Flexible schedules
  • Generous and immediate paid time-off
  • Casual dress
  • Quarterly professional and spiritual development days
  • Intentional investment in personal and professional development

    • Skills

    AVL?Basic NetworkingDocumentationHardware OrderingProject CoordinationRFP CoordinationTicketing SystemsVendor Selection

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