IT Support Specialist (Level 2)

The IT Support Specialist provides intermediate-level technical management and endpoint security across the digital and physical campus environments of Redemption Church. This role serves as a primary administrator for cloud infrastructure, end-user devices, and remote monitoring networks. The ideal candidate ensures high-availability operations for administrative staff and flawless technical execution during live Sunday and mid-week ministry services., Cloud & Infrastructure Administration

· Microsoft 365 Administration: Manage the corporate Microsoft 365 tenant, including user provisioning, Exchange Online, SharePoint permissions, shared mailboxes, and security/distribution groups.

· Device Management: Configure, push profiles to, and maintain church-issued laptops, mobile assets, and campus informational kiosks using Microsoft Intune.

· Remote Monitoring & Management (RMM): Oversee automated patching scripts, hardware tracking, software deployments, and remote triage pipelines using ConnectWise.

· Endpoint Protection: Manage enterprise endpoint security agents, device firewall policies, and malware remediation protocols using SentinelOne and Microsoft Defender to safeguard staff data and financial/tithe-tracking networks.

Media & Audio-Visual (AV) Technical Support

· Production Environment Triage: Support the Media team in troubleshooting sanctuary AV components, hardware matrices, stage digital snakes, and network-based media systems when production issues arise.

· Livestream & Media Systems: Provide technical backup support to maintain operational reliability for hardware/software video switchers, multi-camera feeds, and data streams pushing to church online streaming channels.

· Presentation Software Management: Update, optimize, and troubleshoot media servers, digital signage networks, and ProPresenter environments.

· Networked AV Maintenance: Troubleshoot IP-based audio/video distribution, including Dante audio networks, NDI video paths, and dedicated media switch configurations.

Staff Support & Operations

· Service Desk Response: Resolve escalated internal Tier 1 and Tier 2 system issues reported by staff or ministry leaders at the San Jose campus.

· On-Call Weekend Rotations: Provide proactive technical readiness assessments and rapid deployment troubleshooting during live rehearsals, Sunday services, and specialized church events.

· Documentation: Author standard operating procedures (SOPs) for basic AV start-up, volunteer tech checklists, and system configurations.

Do you have experience in UEM?, Do you have a Associate's degree?, · Associate's degree or higher in Information Technology, Network Engineering, Media Production, or equivalent practical experience.

· 4+ years of hands-on experience in a corporate IT setting, Managed Service Provider (MSP), or large house-of-worship IT and production ecosystem.

Technical Skills

· Proven proficiency with the Microsoft 365 Admin Center, Microsoft Intune, and RMM architectures.

· Hands-on administration experience managing security policies within SentinelOne and Microsoft Defender.

· Intermediate diagnostic understanding of audio-visual hardware routing, digital audio consoles, and live broadcast protocols.

Soft Skills

· Composure and agility under high-pressure, live-production constraints, with the ability to quickly patch or work around critical system failures.

· Excellent interpersonal and relationship-management skills, tailored for a diverse environment of creative directors, pastoral staff, and volunteers.

· Clear written and verbal communication; able to translate technical issues for non-technical staff.

· Alignment with the mission and values of Redemption Church; treats staff, donor, and ministry data with discretion and respect.

Preferred (Nice-to-Have)

· Microsoft Certified: Endpoint Administrator Associate.

· SentinelOne Core/Advanced certification.

· CompTIA Network+ and/or Security+.

WORK ENVIRONMENT & PHYSICAL DEMANDS

· On-site role combining office/desk work with desktop support visits across campus.

· Must be able to lift up to 40 pounds unassisted (e.g., stage monitors, network switch arrays, desktop hardware).

· Comfort working in tight spaces, such as inside media racks, network closets, or behind stage set designs.

· Flexible schedule required, including mandatory presence during Sunday worship services and designated ministry special events.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Paid sick time
• Life insurance, * Medical, Dental, Vision
• Accrued Vacation, front-loaded Sick pay,
• Retirement Plan Options
• Staff Appreciation Days with pay as provided by Leadership
• Flex Days as provided by Leadership/ Supervisor

Pay: $70,304.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance