IT Help Desk Technician II

The IT Helpdesk Technician at Atlanta Mission provides advanced support and serves as the escalation point for Tier 1 issues. This role assists with system administration, network troubleshooting, and helping maintain secure, up-to-date systems., * Serve as the escalation point for Helpdesk Level 1, resolving advanced software, application, connectivity, and system configuration issues.

• Perform in-depth diagnostics and troubleshooting of hardware, software, and peripheral devices.
• Support and troubleshoot server, Wi-Fi, VPN, and network connectivity issues in collaboration with the Network Administrator.
• Manage user accounts, permissions, and access in Active Directory, Microsoft 365, and other enterprise systems.
• Support ERP, Salesforce, and other mission-critical applications.
• Manage endpoint imaging, deployment, patching, and security updates.
• Assist with the deployment of software updates, new equipment, and infrastructure improvements.
• Monitor RMM alerts and system dashboards, taking proactive corrective action as needed.
• Document issue resolutions, procedures, and best practices; maintain internal IT knowledge resources.
• Train and mentor Helpdesk Level 1 staff and contribute to process and service improvements.
• Participate in occasional after-hours support and on-call rotation as required

You will uphold the following Christ-centered values:

• Humbly Serve: You strive to live, Love and Lead like Jesus
• Faithfully Steward: You honor and wisely use the time, talent and treasures that God has provided
• Courageously Innovate: You are driven towards excellence, you continuously learn, adapt and improve
• Joyfully celebrate: You intentionally appreciate and recognize all that God is doing in and through all the stakeholders of Atlanta Mission.
• Strength in Unity: You embrace God’s desire for oneness and kingdom-focused unity.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Associates degree in IT, Computer Science, or equivalent experience/certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop).

• 2+ years of IT support or systems administration experience.
• Strong familiarity with Microsoft 365, Azure AD, Windows networking.

• Experience with RMM tools and helpdesk platforms.

• Strong customer service skills with the ability to communicate technical concepts clearly.
• Commitment to Atlanta Mission’s faith-based values and mission to transform the lives of those suffering from homelessness, poverty and addiction.

Physical Requirements:

• Must have the ability to remain in a stationary position (standing, walking and sitting)
• Must be able to communicate accurate information
• Must be able to occasionally lift and/or carry up to 10lbs, * Occasionally exposed to outdoor weather conditions during events
• Moderate noise as in a business office environment
• Lower exposure to communicable disease as described by OSHA

Pulled from the full job description

• Travel reimbursement
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, * Retirement Savings with Matching Contribution
• Medical Insurance
• Dental & Vision Insurance

Employer Paid Benefits:

• 3 Weeks Paid Time Off accrued during your first year
• 10 Paid Holidays
• 1 Mental Health Day/year
• Life Insurance
• Short-Term Disability
• Travel Assistance Program
• Employee Assistance Program (EAP)
• Medical Concierge
• Spiritual & Professional Training & Development