Help Desk Specialist

LCBC Church -
Manheim, PA

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Job Details

Full-time

Benefits

Health insurance
Dental insurance
Paid time off
Vision insurance
Retirement plan

Qualifications

Customer communication
Confidential information handling
Customer support
Technical Proficiency

Full Job Description

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.

Objective: 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.

Personal Qualifications:

Have a personal relationship with Jesus and demonstrate ongoing spiritual growth through everyday habits and practices.
Support LCBC’s mission to introduce people to Jesus and together fully follow him, along with our ministry philosophy, priorities, and beliefs.
Be a leader who is:
- Focused: Work hard with urgency and intensity
- Collaborative: Bring others into your work, give and ask for feedback
- Growth-minded: Plan for growth and be ready for when God wants to move by pursuing personal, spiritual, and professional development
Lead the way in LCBC’s values: We run after the one, we pursue excellence, we prioritize relationships, we deploy people for impact, and we are real and relatable.
Be an LCBC Partner, or willing to become one within 60 days of employment. Regularly attend and participate at LCBC prior to and/or upon employment.

Primary Responsibilities:

Help Desk Leadership:

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

Documentation & Process Improvement:

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

Ordering & Project Support:

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

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

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

Benefits We Offer:

Competitive medical, dental and vision coverage
Retirement plan contribution and employer match
Annual counseling benefit
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.

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Personal Qualifications:

Primary Responsibilities:

Required Skills:

What Success Looks Like & Key Attributes:

Benefits We Offer:

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