IT Help Desk Lead Technician

The IT Help Desk Lead Technician supports the IT Manager in maintaining the organization’s infrastructure 24/7 while delivering advanced Tier 2 technical support. This onsite role in Madison, WI also includes coaching the Tier 1 helpdesk team and taking on server, network, Microsoft 365, and Google Workspace administration.

Key Responsibilities

• Direct staff and oversee overall helpdesk operations to meet SLA times and support satisfaction for supported ministries.
• Provide concierge-style technical assistance, remotely and in person, to pastors, staff, and teachers, resolving issues across hardware, software, and network systems.
• Manage Windows Server environments including Active Directory, Group Policy, WSUS, plus print and file servers; administer network infrastructure such as LAN, VLANs, DHCP, DNS, firewalls, switches, routers, and VPNs.
• Administer Microsoft Office 365 and Google Workspace, including user accounts, permissions, and collaboration tools.
• Deploy, configure, and maintain virtualized servers, workstations, mobile devices, Chromebooks, and IP phones through Mobile Device Management (MDM) systems.
• Troubleshoot and resolve technical issues across PC, Mac, Linux, Android, and iOS devices.
• Complete routine maintenance on servers, workstations, and mobile devices, including updates, cleaning, repairs, and resets.
• Log, track, prioritize, and delegate support requests using IT service management and ticketing systems while meeting SLA requirements, tracking hours, and managing workflow changes.
• Proactively monitor systems, enforce security best practices, and help protect the integrity and confidentiality of data.
• Support, lead, and mentor helpdesk team members and volunteers.
• Assist with projects, documentation, and other IT duties as assigned by the supervisor to meet organizational needs.

Required Qualifications

• High school diploma or equivalent (required).
• 4 to 6 years in IT support, including 18 months at Tier 2 or above.
• Flexible schedule with the ability to work nights and weekends when needed to support organizational requirements.
• Ability to successfully pass a background check that meets ministry requirements.
• Agreement with City Church’s Affirmation Statement.
• Physical capability to walk/stand/bend as needed for assigned shifts and to lift or move up to 50 lbs.
• Demonstrated servant’s heart and a natural desire to help accomplish the goals of the leader and organization.
• Effective communication: clear and concise, portrays confidence, uses judgement, and navigates difficulty.
• Relational skills: people-oriented, builds trust, and maintains strong working relationships.
• Approachable demeanor and willingness to adapt quickly to change.
• Prioritization skills to judge urgency and importance.
• Problem-solving ability to analyze complex issues, identify root causes, and implement effective solutions.
• Willingness to continue education to stay current with changing technology.

Preferred Qualifications

• Certification or degree (preferred): CompTIA (Network+, Security+), Microsoft, Cisco, or equivalent.
• Strong knowledge of servers and networking, including TCP/IP, DNS, DHCP, firewalls, switches, routers, and VPNs.
• Experience with SLA management and coaching or mentoring staff.

Technologies

• Windows Server, Active Directory, Group Policy, WSUS, print and file servers
• LAN, VLANs, DHCP, DNS, firewalls, switches, routers, VPNs
• Microsoft Office 365, Google Workspace
• Mobile Device Management (MDM), Chromebooks, IP phones
• IT service management and ticketing systems
• TCP/IP; PC, Mac, Linux, Android, iOS

Accountability and Vision

This role is accountable to the IT Manager. The vision of the IT Help Desk Lead Technician is to support the IT Manager in maintaining the organization’s infrastructure 24/7, delivering advanced technical support to pastors, staff, and teachers, and coaching and assisting the Tier 1 helpdesk team through a combination of strong technical expertise and a servant-hearted approach.