Eagle Brook Church is a multi-site church looking for a customer focused User Support Specialist to join our Technology team at the Central Office located in Centerville, MN. This person will be the first point of contact and basic trouble shooter for technology-based issues. A person with strong customer service, equipment installation, and training skills will thrive in this job. If you love to build relationships and collaborate with teammates, you may be the perfect candidate.

POSITION SUMMARY

Provides outstanding customer service and support for all technology-based strategies. Solves or triages technical issues or requests that enter the support process. Reports to Technology Services Manager.

ROLES & RESPONSIBILITIES

• Acts as a primary Technology customer service contact via the Help Desk
• Responds to staff requests to provide the requested support services or assigns them to the appropriate groups
• Provides Level 1 and Level 2 support in person, over the phone, chat, and/or email in the following service areas:
  • Mac, Windows, and mobile device troubleshooting
  • End user applications, hardware, accessories, and multifunction printers
  • Kids and volunteer check-in systems
  • Giving kiosks
  • Kids gaming systems
  • Supports and administers on-boarding, off-boarding, and staff transitions via Human Resources i.e., account creation and management of distribution lists on Office 365
• Manages the service desk ticketing system and provides Level 1 and 2 support to end users
• Escalates Level 3 issues to appropriate teams via ticketing system
• Coordinates the installation, imaging, and setup of all new workstation equipment for new employees across all campuses
• Trains users in technology tools and appropriate use
• Creates and updates Technology team and end user knowledge base documentation
• Troubleshoots issues relating to AV equipment and conference rooms across all campuses
• Follows internal procedures for tracking, maintaining, and accounting for organizational assets
• Other duties as assigned

QUALIFICATIONS 

• AA or AS degree or equivalent experience in information technology preferred
• 3+ years of relevant work experience in IT Operations/Help Desk
• Follower of Jesus and aligns with Eagle Brook’s nine core beliefs
• CompTIA A+ certification preferred
• ITIL Fundamentals a plus
• Desired knowledge or experience in the following:
  • Microsoft Windows, Apple Mac OS X and iOS support
  • Microsoft Active Directory
  • Microsoft Office 365 and other cloud applications
  • Square Register or other point-of-sale system support
  • Xbox or other gaming system experience
  • Fresh Service Ticketing or other comparable ticketing system
  • Asset Panda Inventory Management or other comparable system
  • LAN and WAN technology
• Comfortable working with a team, but able to work independently
• Good troubleshooting knowledge on internet and VPN issues

JOB DETAILS 

• Location: Centerville, MN
• Status: non-exempt / hourly
• Salary Range: $20.00-$23.00
• Full/Part Time: full time
• Regular/Temporary: regular
• Workdays: Monday – Friday (generally); some weekend support  
• Work Hours: 8:00 am – 5:00 pm (generally)
• Remote Eligible: may be eligible to work from home one day per week
• Ministry/Department: Technology
• Team: Technology

BENEFITS

Eagle Brook Church’s benefit plan is designed to help you stay healthy, feel secure and maintain work/life balance. Offering a competitive benefits package is just one way we strive to provide our employees with a rewarding workplace.

Full Time:

• Medical, dental and vision coverage
• Health savings account (HSA)
• Nice Healthcare
• Dependent care FSA
• Employer-provided life insurance + additional voluntary life insurance
• Accident and critical illness insurance
• Employer-provided short-term and long-term disability
• Employee assistance program (EAP)
• Generous paid-time off and holidays
• 403b retirement plan with company contribution
• Development dollars for team members to invest in their professional growth
• Casual dress and work environment

APPLICANTS WITH DISABILITIES

Eagle Brook Church provides reasonable accommodation for their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with Eagle Brook Church, call 651-429-9297 or email staffing@eaglebrookchurch.com and let us know the support you need.