Job description
Reports to: Central - Digital Director
Hours Commitment: 40 hours per week
Purpose Statement: The Digital Help Desk Technician provides Tier 1 support for the Digital Team, ministry partners, and staff members. They are responsible for managing and responding to tickets, data requests and executing tasks to help maintain daily operation of our core applications. They will work with other Digital Team members to learn defined processes in our core applications, support and participate in training.
Personal Qualifications:
- Can articulate an identifiable salvation experience.
- Lives out a pattern of spiritual development characterized by prayer, Bible study, stewardship, and regular participation at LCBC.
- Supports LCBC’s purpose, mission, priorities, doctrinal statement, philosophy of ministry, doctrinal statement, and style of worship.
- Shows a desire to grow, develop, and mature, both spiritually and professionally.
- Displays spirit of cooperation and willingness to serve on a team.
- Exhibits pride in the image of LCBC as it reflects on the image of Christ portrayed to the congregation, staff, and guests.
- Be an LCBC Partner or willing to become a Partner within 60 days of employment.
Primary Responsibilities:
- Manage incoming tickets and requests by responding in a fast and friendly manner. Gather more information on requests and communicate to provide as much clarity as possible.
- Complete Tier 1 tasks within our content and church management systems which may include:
- Adding new Locations and gathering times in Rock
- Create event schedules for LCBC environments and events in Rock
- Review check in requests and set up corresponding Rock schedules
- Complete tasks associated with user accounts and user security roles
- Review reporting requests and work alongside the Digital Application Specialist to
- determine the best way to implement the reporting task.
- Triage and assign tickets to Tier 2 or 3 personnel as needed.
- Along with other Digital Team members, review processes and find inconsistencies in data and processes across the organization.
- Work with ministry partners and staff members to implement new processes.
- QA and test new features as they are in development and after they are released to production.
- Other duties as assigned.
Required Knowledge and Skills:
- A track record as a strong leader.
- Identifies as a technologist and has a proven record of using technology to creatively solve problems.
- Service-orientated posture and strong empathy for user needs with a focus on providing remarkable support to LCBC locations, ministries, and departments.
- Excellent verbal and written skills.
- Passionate and comfortable working in highly collaborative, team-based environments.
- Self-start that's capable of juggling multiple projects simultaneously.
- Proven history of focusing on user experience and needs in regards to digital tools.
- An openness to learning new technologies.
Evaluation:
The Central - Digital Help Desk Technician will meet regularly with the Central Digital Director for planning, goal-setting, progress updates, and general coaching. A formal Action and Development Plan will be completed and reviewed three times throughout the year
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