Job Description

Summary of the position:

The IT Support Specialist is responsible for providing Level 1 support and
managing BRAVE’s helpdesk ticketing system. The primary role is to ensure the
timely delivery of quality IT technical support services to BRAVE staff and other
people or groups as assigned by the Director of IT. This position requires
knowledge and skills in the software and hardware systems being utilized by
BRAVE. A strong commitment to learning new systems & platforms and effective
personnel management skills is required. This person will resolve end-user
requests, and install, diagnose, repair, and maintain all client hardware to ensure
optimal system performance. The position will be expected to travel between
campuses to deliver consistent and reliable IT support across BRAVE’s network.
Effective leadership and customer service skills will significantly contribute to the
spiritual and operational excellence of the organization. The ideal candidate will
bring a blend of technical expertise, a service-oriented mindset, and a
commitment to BRAVE’s mission.

II. Experience and Knowledge Required:
• Experience providing technical support for both hardware and software issues
• Knowledge of Apple Mac hardware and macOS operating system
• Knowledge of x86 hardware and Microsoft Windows operating system
• Assist with the setup, configuration, and troubleshooting of Apple iPads and
Apple TVs
• Support Microsoft 365 applications, including Office Suite, Teams, and OneDrive
• Administer user accounts using Microsoft Entra ID and Exchange Online
• Understand and apply networking concepts such as TCP/IP, DNS, and DHCP in
troubleshooting connectivity issues
• Conduct thorough research into a wide range of computing issues as needed
• Apply industry-standard diagnostic practices for PCs to resolve technical
problems
• Document helpdesk interactions and solutions in a knowledge base or ticketing
system
• Willingness to work after hours or on weekends when needed
• Detailed-oriented, creative, and able to learn new software applications
Page 1 of 3• Familiarity and experience with Rock RMS church management software is a
plus.

III. Essential Functions and Responsibilities:
Weekly Responsibilities
§ Receive, prioritize, and diligently work helpdesk tickets to
completion/resolution, ensuring user satisfaction
§ Offer technical assistance to volunteers and the public accessing Rock
RMS and our website
§ Regularly travel to various campuses to provide hands-on IT support,
ensuring consistency and reliability across all locations
§ Develop and maintain checklists and preventive maintenance schedules
for IT systems to minimize downtime
§ Swiftly respond to directives from the IT Director in the event of
emergencies or urgent issues, providing immediate solutions and support
§ Collaborate with BRAVE staff to facilitate training sessions and address
productivity issues, enhancing the overall efficiency of the workforce
§ Continuously monitor IT systems, identifying and addressing potential
issues before they impact operations
• Sunday Responsibilities
§ Perform routine checks on all IT systems before services begin to ensure
everything is functioning properly
§ Provide real-time technical support during church services, which may
include troubleshooting volunteer and kid check-in, badge printers,
audio/visual systems, iPad and Apple TV connectivity, and any software
used during the service
§ Help congregation members with any technical difficulties they may
encounter with church-related apps or websites
§ Be on standby for any unforeseen technical issues that arise during
church services
• Other Responsibilities
§ Assist with planning, implementation, and technical support for special
events scheduled throughout the year
§ Help with the setup and breakdown of any additional technical equipment
needed for special events or services
§ Other duties as assigned by the Director of IT

IV. Attributes:
• Strong documentation skills
• Strong written/oral communication and interpersonal skills
• High-capacity multi-task individual, comfortable working independently
• Organizational skills
• Positive attitude
• Must share the vision of BRAVE to fulfill the Great Commission with integrity and
passion.

V. Employee possesses and exhibits the following core values in their
daily life:
• Bold in Faith, Resolute in Identity, Authentic in Relationships, Virtuous in
Character, Engaged in Mission
• Love for God & People
• Work Ethic that is excellent, protective, and frugal with time and money
• Attitude of a servant, enjoyable to be with, and devoted to the call of God and the
Church

VI. Physical Demands:
• Must be able to utilize their vehicle or drive a company-owned vehicle
• Be able to lift and carry IT equipment to carry out the job
• Capable of performing physical tasks in various environments, including confined
spaces and heights
• Ability to climb and work from ladders for installing, maintaining, or repairing
hardware components

BRAVE Offers an Exceptional Benefits Package to employees that includes:

• Medical (PPO Plan), Dental, Vision - BRAVE pays 90% of Insurance Premium
• FSA - to help with cost of childcare and medical expenses
• 403b - Eligible at 90 days with company match
• Company paid Long-term disability and Life Insurance
• PTO - Full-time employees accrue 4 weeks a year.

For complete information on this job, please see the attached job description.
For more information on BRAVE Church or BRAVE Academy, please visit our websites:

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