World Changers Church
Help Desk Tier 2 Technician (IT)
World Changers Church, College Park, Georgia, United States,
Position Title:
Help Desk Tier 2 Technician Department: Information Technology
Reports To:
Director of Information Technology FLSA | ACA: Non-Exempt | Full-Time
OCCUPATIONAL SUMMARY:
The
Help Desk Tier 2 Technician
provides advanced technical support to users who are experiencing complex hardware, software, or network issues This role acts as the escalation point for Tier 1 technicians, solving problems that require more in-depth troubleshooting and technical knowledge The Tier 2 Technician ensures efficient incident resolution, contributes to continuous service improvement, and plays a key role in maintaining the organization's IT infrastructure and systems.
SUPERVISORY DUTIES:NonePRIMARY DUTIES AND RESPONSIBILITIES:
Respond to escalated technical support requests from Tier 1 technicians for issues involving software, hardware, network connectivity, and user accountsDiagnose, troubleshoot, and resolve complex technical issues remotely or on-siteCollaborate with other IT teams to resolve issues related to servers, networks, or specialized systemsTrack, document, and monitor issues to ensure a timely resolution in the IT help desk systemEscalate unresolved issues to Tier 3 support, network administrators, or system engineers when necessaryAct as a liaison between Tier 1 support, end-users, and Tier 3 teams, ensuring proper communication and issue handoffProvide regular updates to users and management on the status of escalated incidentsAssist with the configuration, deployment, and maintenance of workstations, laptops, and peripheralsSupport basic server and network infrastructure operations as neededPerform system updates, patches, and maintenance tasks to ensure optimal performance and securityCreate and update technical documentation, FAQs, and knowledge base articles to assist Tier 1 technicians and end-usersShare knowledge and best practices with Tier 1 support staff to improve first-call resolution ratesDocument all troubleshooting actions, resolutions, and findings in ticketing systems to maintain accurate recordsProvide end-user training for software applications, systems, and best practicesAssist with the setup and support of audio-visual equipment for meetings, presentations, and eventsMaintain up-to-date Standard Operating Procedures (SOPs)
Other duties as assigned
EDUCATION:
Associate's degree in Information Technology, Computer Science, or a related fieldBachelor's degree preferred but not required based on experience
CompTIA A+ (required for general troubleshooting and user supportCompTIA Network+ (preferred for network troubleshooting)Microsoft Certified: Modern Desktop Administrator or similar (preferred for Windows environment support**ITIL Foundation Certification** (preferred for understanding IT service management best practices).
EXPERIENCE:
Minimum of 2-3 years of experience in a technical support or help desk environmentStrong experience in diagnosing and troubleshooting hardware and software issuesFamiliarity with network systems, including routers, switches, and firewallsSKILLS/ABILITIES:
Strong knowledge of Windows and macOS operating systemsFamiliarity with Active Directory, user account management, and basic network troubleshootingKnowledge of troubleshooting hardware (e.g., desktops, laptops, printers, mobile devices)Experience with remote desktop tools and ticketing systemsExcellent problem-solving skills, with the ability to think critically and prioritize issuesExcellent verbal and written communication skillsStrong customer service orientation with the ability to handle difficult situationsAbility to work both independently and collaboratively in a team environment.Strong organizational skills and attention to detailAbility to work under pressure and handle multiple issues simultaneouslyAbility to learn new systems, processes, & proceduresA gracious, Christ-like demeanor in demanding situationsEQUIPMENT TO BE USED:
Office Equipment (computer, laptop, copier, fax, etc)WORKING CONDITIONS:
Normal Professional environmentMinistry environment
We have benefits too!• Paid Holidays• Paid Vacation and Healing (sick) leave• Free Parking• Quarterly Fun Activities• Tickets at Work Discounts• Free Fitness Center• Medical, Dental, & Vision• Short Term and Long-Term Disability Insurance• Company Paid Life Insurance• Supplemental Life Insurance• Supplemental Insurance Benefits Options• Flexible Spending Account• Health Savings Account• Retirement Plan 403(b) with match• Employee Referral Incentive Program• Employee Assistance Program
We are a Certified Drug Free Workplace by the State of Georgia (State Board of Workers Compensation).
World Changers Church International require job applicants to submit to a substance abuse test after extending an
offer of employment and during employment.
World Changers Church International is committed to providing equal employment opportunities to all individuals without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military or any other characteristic protected by law.
Help Desk Tier 2 Technician Department: Information Technology
Reports To:
Director of Information Technology FLSA | ACA: Non-Exempt | Full-Time
OCCUPATIONAL SUMMARY:
The
Help Desk Tier 2 Technician
provides advanced technical support to users who are experiencing complex hardware, software, or network issues This role acts as the escalation point for Tier 1 technicians, solving problems that require more in-depth troubleshooting and technical knowledge The Tier 2 Technician ensures efficient incident resolution, contributes to continuous service improvement, and plays a key role in maintaining the organization's IT infrastructure and systems.
SUPERVISORY DUTIES:NonePRIMARY DUTIES AND RESPONSIBILITIES:
Respond to escalated technical support requests from Tier 1 technicians for issues involving software, hardware, network connectivity, and user accountsDiagnose, troubleshoot, and resolve complex technical issues remotely or on-siteCollaborate with other IT teams to resolve issues related to servers, networks, or specialized systemsTrack, document, and monitor issues to ensure a timely resolution in the IT help desk systemEscalate unresolved issues to Tier 3 support, network administrators, or system engineers when necessaryAct as a liaison between Tier 1 support, end-users, and Tier 3 teams, ensuring proper communication and issue handoffProvide regular updates to users and management on the status of escalated incidentsAssist with the configuration, deployment, and maintenance of workstations, laptops, and peripheralsSupport basic server and network infrastructure operations as neededPerform system updates, patches, and maintenance tasks to ensure optimal performance and securityCreate and update technical documentation, FAQs, and knowledge base articles to assist Tier 1 technicians and end-usersShare knowledge and best practices with Tier 1 support staff to improve first-call resolution ratesDocument all troubleshooting actions, resolutions, and findings in ticketing systems to maintain accurate recordsProvide end-user training for software applications, systems, and best practicesAssist with the setup and support of audio-visual equipment for meetings, presentations, and eventsMaintain up-to-date Standard Operating Procedures (SOPs)
Other duties as assigned
EDUCATION:
Associate's degree in Information Technology, Computer Science, or a related fieldBachelor's degree preferred but not required based on experience
CompTIA A+ (required for general troubleshooting and user supportCompTIA Network+ (preferred for network troubleshooting)Microsoft Certified: Modern Desktop Administrator or similar (preferred for Windows environment support**ITIL Foundation Certification** (preferred for understanding IT service management best practices).
EXPERIENCE:
Minimum of 2-3 years of experience in a technical support or help desk environmentStrong experience in diagnosing and troubleshooting hardware and software issuesFamiliarity with network systems, including routers, switches, and firewallsSKILLS/ABILITIES:
Strong knowledge of Windows and macOS operating systemsFamiliarity with Active Directory, user account management, and basic network troubleshootingKnowledge of troubleshooting hardware (e.g., desktops, laptops, printers, mobile devices)Experience with remote desktop tools and ticketing systemsExcellent problem-solving skills, with the ability to think critically and prioritize issuesExcellent verbal and written communication skillsStrong customer service orientation with the ability to handle difficult situationsAbility to work both independently and collaboratively in a team environment.Strong organizational skills and attention to detailAbility to work under pressure and handle multiple issues simultaneouslyAbility to learn new systems, processes, & proceduresA gracious, Christ-like demeanor in demanding situationsEQUIPMENT TO BE USED:
Office Equipment (computer, laptop, copier, fax, etc)WORKING CONDITIONS:
Normal Professional environmentMinistry environment
We have benefits too!• Paid Holidays• Paid Vacation and Healing (sick) leave• Free Parking• Quarterly Fun Activities• Tickets at Work Discounts• Free Fitness Center• Medical, Dental, & Vision• Short Term and Long-Term Disability Insurance• Company Paid Life Insurance• Supplemental Life Insurance• Supplemental Insurance Benefits Options• Flexible Spending Account• Health Savings Account• Retirement Plan 403(b) with match• Employee Referral Incentive Program• Employee Assistance Program
We are a Certified Drug Free Workplace by the State of Georgia (State Board of Workers Compensation).
World Changers Church International require job applicants to submit to a substance abuse test after extending an
offer of employment and during employment.
World Changers Church International is committed to providing equal employment opportunities to all individuals without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military or any other characteristic protected by law.