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# IT Help Desk Lead Technician

- **Company:** City Church, Madison, Inc.
- **Location:** Madison, WI, United States
- **Experience:** Expert
- **Salary:** $47,000.0 - $52,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Collaborative Software, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), File Server, Monitoring of Systems, Issue Tracking Systems, Virtual Private Networks (VPN), Local Area Networks, Microsoft Office, Windows Servers, Network Architecture, Network Administration, TCP/IP, Virtual Local Area Networks, Network Routers, Computer Networking Systems, Firewalls (Computer Science), Gsuite, Network Server, Multiplatform, Wsus, Cisco, User Accounts
- **Published:** October 1, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=692ccb519581b012

## About the Role

* High school diploma or equivalent (required)
 * Certification or degree (preferred): CompTIA (Network+, Security+), Microsoft, Cisco or equivalent
 * 4 - 6 years in IT support with 18 months technical experience at Tier-2 or above
 * Strong knowledge of servers and networking (TCP/IP, DNS, DHCP, firewalls, switches, routers, VPNs) desired
 * Experience with SLA management and coaching/mentoring staff is beneficial

Other Qualifications:

 * Willingness to continue education to keep up with changing technology
 * Flexible schedule: ability to work nights/weekends when necessary to support organizational needs

Requirements:

 * Clear background check that meets our ministry requirements
 * Agreement with City Church's Affirmation Statement, * High school or equivalent (Required)

Language:

 * English (Required)

## Description

The vision of the IT Help Desk Lead Technician at City Church is to support the IT Manager in maintaining our organization's infrastructure 24/7, delivering advanced technical support to pastors, staff and teachers, while also coaching and assisting our Tier 1 helpdesk team. This is done through blending strong technical expertise with a servant-hearted approach. The ideal candidate will thrive in our faith-driven environment., * Leadership: Direct the staff and overall helpdesk operations to achieve SLA times and satisfaction of supported ministries

 * Tier 2 Technical Support: Deliver exceptional concierge-style support, both remotely and in-person, to pastors, staff, and teachers, efficiently resolving a wide range of technical issues involving hardware, software, and network systems
 * Server & Network Administration: Manage Windows Server environments (Active Directory, Group Policy, WSUS, print and file servers) and network infrastructure, including LAN, VLANs, DHCP, DNS, firewalls, switches, routers, and VPNs
 * Microsoft 365 & Google Workspace Administration: Manage and support Microsoft Office 365 and Google Workspace environments, including user accounts, permissions, and collaboration tools
 * Technology Deployment & Management: Deploy, configure, and maintain virtualized servers, workstations, mobile devices, Chromebooks, and IP phones using Mobile Device Management (MDM) systems
 * Multi-Platform Support: Provide troubleshooting and problem-solving support across PC, Mac, Linux, Android, and iOS devices
 * System Maintenance: Perform routine maintenance on servers, workstations, and mobile devices, including updates, cleaning, repairs, and resets
 * Service Management: Log, track, prioritize, and delegate support requests using IT service management and ticketing systems; meet SLA requirements, track hours and manage workflow changes
 * System Monitoring & Security: Proactively monitor systems, enforce security best practices, and protect the integrity and confidentiality of data
 * Team Collaboration: Support, lead and mentor other helpdesk team members and volunteers
 * Other Duties: Participate in projects, documentation tasks and other IT duties as assigned by your supervisor to meet organizational needs