Purpose of the Job:

The IT Support Assistant provides front-line technical support to team, volunteers, and guests by assisting with routine technology issues and administrative tasks within the Information Technology department. This role serves as a welcoming first point of contact for walk-in support requests, assists with equipment deployment and inventory management, and supports the overall efficiency of the IT team by performing a variety of operational and administrative duties.

Essential Responsibilities

Technical Support

• Assist walk-in visitors with basic IT-related questions and technical issues.
• Respond to Tier 1 support requests submitted through the IT ticketing system.
• Troubleshoot common hardware, software, printer, mobile device, and account-related issues.
• Escalate complex or unresolved issues to appropriate IT team members.
• Provide excellent customer service while maintaining a positive and professional attitude.

Equipment & Asset Management

• Receive, inspect, and unbox newly delivered technology equipment.
• Assist with inventory tracking, labeling, and organization of IT assets.
• Prepare computers, peripherals, and other devices for deployment to team and ministries.
• Maintain an organized and clean equipment storage area.

Administrative & Operational Support

• Assist the Administrative Assistant with stocking workroom refrigerators and other supply areas as needed.
• Assist the Administrative Assistant with maintaining the cleanliness and organization of shared workspaces.
• Support department projects and office operations as assigned.

Professional Development

• Learn and become familiar with the organization's IT systems, applications, and support processes.
• Develop technical knowledge and troubleshooting skills to improve support response effectiveness.
• Participate in team meetings, training sessions, and ongoing learning opportunities.

Additional Responsibilities

• Follow established IT policies, procedures, and security standards.
• Perform other duties as assigned to support the IT department and organizational objectives.

Qualifications

• High school diploma or equivalent.
• Basic understanding of computer hardware, software, and mobile devices.
• Strong customer service and communication skills.
• Ability to learn new technologies and systems quickly.
• Strong organizational skills and attention to detail.
• Ability to lift and move technology equipment and packages as needed.

Attributes

• Fun / Enjoyable
• Excellent interpersonal skills
• Life-giving attitude
• Loyal and possesses a servant's heart
• Must be committed to the vision of Highlands to fulfill the Great Commission with integrity and passion
• Strong written, oral communication, and interpersonal skills
• Daily contact with members of IT team
• Works and frequently connects with all Highlands teams and other ministries and their leadership.