The Role
The Help Desk Specialist serves as the first point of contact for IT support, responsible for managing tickets, resolving issues, and improving processes while ensuring a high-quality customer service experience.
Summary Generated by Built In
Reports to: Director of IT
Hours Commitment: Full-time hours (40 hours/week, Sunday-Thursday schedule) with regular weekend responsibilities and after-hours support as needed.
Overview: The Help Desk Specialist serves as the first point of contact for all IT and Production Services (AVL) support requests. This role is responsible for delivering a high-quality, customer-first support experience by triaging tickets, communicating clearly, and ensuring issues are routed, documented and resolved efficiently.
This individual sets the tone for a culture of exceptional customer service, bringing a balance of responsiveness, care, and follow-through, and they play a key role in supporting ministry through technology and production.
Required Skills:
- Strong customer service mindset with a genuine desire to help and serve others
- Excellent attention to detail with consistent follow-through
- Strong verbal and written communication skills
- Ability to manage multiple priorities and stay organized in a fast-paced environment
- Resourceful problem-solver with a proactive approach
- Strong technical aptitude with ability to learn new systems quickly
- Professional, trustworthy, and able to maintain confidentiality
Primary Responsibilities:
- Serve as the first point of contact for all IT and AVL requests
- Triage, prioritize, and route tickets with accuracy and swiftness
- Communicate clearly, warmly, and helpfully with staff and volunteers
- Resolve basic to intermediate issues and ensure thorough documentation
- Model a support experience defined by clarity, ownership, and care
- Create and maintain simple, and accessible documentation for common processes and solutions
- Identify gaps and proactively build resources that improve clarity and efficiency
- Support workflows and collaboration across IT and AVL
- Assist with ordering technology and AVL equipment with strong stewardship
- Support project coordination, timelines, and communication
- Help move initiatives forward by managing details and staying organized
- Assist with vendor selection and vetting
- Coordinate RFPs for larger quotes
Help Desk Leadership:
Documentation & Process Improvement:
Ordering & Project Support:
What Success Looks Like & Key Attributes
- Staff and volunteers feel supported, understood, and cared for
- Demonstrates tenacity by handling requests with ownership, timely follow through to resolution, and persistence
- Communication is proactive, setting clear expectations and next steps, with warmth and professionalism
- Documentation is easy to follow and reduces confusion
- Projects and purchasing processes are organized and reliable
- Stays engaged, solves problems, and doesn’t let details fall through the cracks
- Self-motivated, reliable, and driven
Personal Qualifications
- Can articulate an identifiable salvation experience and lives out a pattern of spiritual development and regular attendance and participation at LCBC.
- Supports LCBC’s mission, priorities, philosophy of ministry, and doctrinal statement.
- Supports LCBC’s core values: we run after the one; we pursue excellence; we prioritize relationships; we deploy people for impact; we are real and relatable.
- Displays a winning attitude and a spirit of cooperation; communicates truth with grace; prays about everything; and has a willingness to serve on a team.
- Shows a desire to grow, develop, and mature, both spiritually and professionally.
- Exhibits pride in the image of LCBC as it reflects on the image of Christ portrayed to attendees, staff, and guests.
- Be an LCBC Partner or willing to become a Partner within 60 days of employment.
Benefits We Offer
- Competitive medical, dental and vision coverage
- Retirement plan contribution and employer match
- Annual counseling benefit
- Flexible schedules
- Generous and immediate paid time-off
- Casual dress
- Quarterly professional and spiritual development days
- Intentional investment in personal and professional development
Evaluation:
The Help Desk Specialist will meet regularly with the Director of IT for planning, goal setting, progress updates, and coaching. A formal Action and Development Plan will be completed and reviewed three times throughout the year.
Skills Required
- Strong customer service mindset
- Excellent attention to detail
- Strong verbal and written communication skills
- Ability to manage multiple priorities
- Resourceful problem-solver
- Strong technical aptitude
- Professional and trustworthy
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The Company
What We Do
LCBC (Lives Changed By Christ) is a non-denominational church based in Pennsylvania with multiple locations. Its mission is to introduce people to Jesus and help them fully follow him. The church offers a unified experience of music and teaching across its various campuses and online platforms, focusing on community, faith exploration, and personal growth for individuals and families.
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