Position Title: Help Desk Tier 2 Technician Department: Information Technology
Reports To: Manager, 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:
PRIMARY DUTIES AND RESPONSIBILITIES:
- Respond to escalated technical support requests from Tier 1 technicians for issues involving software, hardware, network connectivity, and user accounts
- Diagnose, troubleshoot, and resolve complex technical issues remotely or on-site
- Collaborate with other IT teams to resolve issues related to servers, networks, or specialized systems
- Track, document, and monitor issues to ensure a timely resolution in the IT help desk system
- Escalate unresolved issues to Tier 3 support, network administrators, or system engineers when necessary
- Act as a liaison between Tier 1 support, end-users, and Tier 3 teams, ensuring proper communication and issue handoff
- Provide regular updates to users and management on the status of escalated incidents
- Assist with the configuration, deployment, and maintenance of workstations, laptops, and peripherals
- Support basic server and network infrastructure operations as needed
- Perform system updates, patches, and maintenance tasks to ensure optimal performance and security
- Create and update technical documentation, FAQs, and knowledge base articles to assist Tier 1 technicians and end-users
- Share knowledge and best practices with Tier 1 support staff to improve first-call resolution rates
- Document all troubleshooting actions, resolutions, and findings in ticketing systems to maintain accurate records
- Provide end-user training for software applications, systems, and best practices
- Assist with the setup and support of audio-visual equipment for meetings, presentations, and events
- Maintain up-to-date Standard Operating Procedures (SOPs)
EDUCATION:
- Associate’s degree in Information Technology, Computer Science, or a related field
- Bachelor’s degree preferred but not required based on experience
- CompTIA A+ (required for general troubleshooting and user support
- CompTIA 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 environment
- Strong experience in diagnosing and troubleshooting hardware and software issues
- Familiarity with network systems, including routers, switches, and firewalls
SKILLS/ABILITIES:
- Strong knowledge of Windows and macOS operating systems
- Familiarity with Active Directory, user account management, and basic network troubleshooting
- Knowledge of troubleshooting hardware (e.g., desktops, laptops, printers, mobile devices)
- Experience with remote desktop tools and ticketing systems
- Excellent problem-solving skills, with the ability to think critically and prioritize issues
- Excellent verbal and written communication skills
- Strong customer service orientation with the ability to handle difficult situations
- Ability to work both independently and collaboratively in a team environment.
- Strong organizational skills and attention to detail
- Ability to work under pressure and handle multiple issues simultaneously
- Ability to learn new systems, processes, & procedures
- A gracious, Christ-like demeanor in demanding situations
EQUIPMENT TO BE USED:
- Office Equipment (computer, laptop, copier, fax, etc)
WORKING CONDITIONS:
- Normal Professional environment
- Ministry 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.
