IT Helpdesk Associate

The IT Helpdesk Associate provides frontline technical support as the first point of contact for staff technology requests at The Summit Church. This onsite role in Durham, NC supports day-to-day technology needs, event hardware preparation, and accurate IT asset management, with documented solutions maintained in the IT Knowledge Base.

Key Responsibilities

• Act as the first point of contact for staff technology requests by responding to incoming tickets, calls, chats, emails, and in-person requests.
• Diagnose and resolve basic issues involving computers, printers, software, and accounts, guiding users through step-by-step solutions.
• Log, track, update, and close support tickets in the ticketing system, ensuring notes are accurate and complete.
• Escalate complex or critical issues to the IT Helpdesk Specialist (Tier 2) or Systems Administrator (Tier 3), including clear documentation of steps already taken.
• Follow up with users to confirm that issues are resolved and communicate status on open requests.
• Image computers, set up new user accounts, and install hardware and software upgrades.
• Install printer drivers and troubleshoot printer problems.
• Prepare, configure, and coordinate iPads for event check-in, including charging, updating, labeling, delivery, and retrieval.
• Support smartboard TV requests for events and meetings, including setup, testing, and teardown.
• Coordinate with ministry and event staff ahead of events to confirm hardware needs and timelines.
• Track and maintain accurate inventory of IT assets, including check-in and check-out of loaned equipment.
• Maintain the IT warehouse by keeping equipment clean, organized, labeled, and properly stored for easy retrieval.
• Receive, inspect, tag, and log incoming hardware shipments.
• Assist the Systems Administrator with hardware tasks, including deploy, maintain, repair, track, and retire equipment.
• Assist with deploying new computers and repurposing computers for staff needs.
• Document common solutions, how-to guides, and inventory processes in the IT Knowledge Base.
• Provide on-call technical support and event hardware support at various campuses during weekend services and events as needed.

Required Qualifications

• Ability to communicate and explain technical solutions clearly to end users.
• Working knowledge of common software, Mac and Windows operating systems, and mobile devices (iPad/iOS).
• Strong troubleshooting skills and willingness to learn.
• Exceptional people and communication skills with a service-oriented attitude.
• Highly organized, detail-oriented, with a focus on accurate tracking and record keeping.
• Ability to work independently or in a team and manage multiple requests at once.
• Ability to lift and move equipment up to 50 lbs and transport equipment between campuses.
• Valid driver’s license.
• Work experience in a customer service environment.
• Member of The Summit Church or willing and able to become a member.

Technologies

• Mac operating system
• Windows operating system
• iPad/iOS
• smartboard TV
• IT Knowledge Base

Church-Wide Events

• Expected hours are 40 hours per week.
• All staff members are expected to serve at church-wide events regardless of position.
• Events include, but are not limited to: Easter services, church-wide prayer meetings, Good Friday service, and Christmas services.
• Serving expectations will be communicated in advance of each event.