SCOPE: The purpose of this role is to keep technology and all end-users, internal and external, working with as much uptime as possible, and with minimal interruptions from technology issues. In the event of a technical issue, the candidate responds quickly and effectively to all staff with amazing customer service. This role is the face of the organization’s technology services to the customer.
Essential Functions
Implement and execute Seed Company defined ITIL best practices
Administer and support the organization’s collaboration tools including but not limited to the Microsoft 365 suite, Sharepoint, and G-Suite environments
Support, maintain, and administer the organization’s cloud-based services.
Support office and remote staff in a Mac and Windows environment
Provide technical solutions for hardware, software, network, licensing, access, and permissions issues for end users
Be available to respond quickly and effectively to the needs of the business
Resolve hardware, software and system issues, escalating to technical lead as necessary. Handle intake of HelpDesk requests and provide technical support for all troubleshooting issues.
Maintain documentation and knowledge-base of known solutions. Leverage artificial intelligence and self-support capabilities of HelpDesk tools.
Maintain SaaS and on-prem systems, including updates, security patches and device management solutions (JAMF and Intune)
Perform network infrastructure troubleshooting (Meraki switches, wireless access points, and AWS instances and VPC)
Install, maintain, and support office technology in conference rooms, office visuals, web meetings, telephony, and A/V
Provide end user A/V support during critical meetings and webinars as needed
Provision laptops and ensure internet/power connectivity to support Seed Company staff
Work with team members to ensure documentation is accurate and simple.
Provide end-user support for Seed Company developed products and 3rd party products and services.
Supervisory Responsibility
No supervision requirements.
Other Duties
Provide input to help influence ITIL best practices.
Attend and participate in a variety of meetings and task force groups as directed and maintain required level of knowledge pertaining to operating procedures, requirements, processes and policies.
Lead and or participate in projects or task force groups which focus on issues having organization wide impact.
Perform or assist with any assignments as required or directed.
Work Environment
This job operates in a professional office environment.
Physical Demands
Occasionally picking up computer systems of up to 10 lbs.
Travel
No travel required.
Qualifications
Strong faith in Jesus Christ as Savior; God honoring lifestyle.
Passion for the Word of God and provision of the Word for every people group.
Championing Seed Company’s vision, mission, and values.
BS in Computer Science or related field and 3-5 years experience
Affable personality with a desire to help customers with their needs
Prior experience with Mac, Windows, iOS, and A/V technology