IT Support Technician

Position Summary:

The IT Support Technician provides responsive, professional technical support to Turning Point staff across Windows, macOS, Microsoft 365, network, telecommunications, and business application environments. This position manages assigned support requests from initial contact through resolution, troubleshoots hardware and software issues, deploys and maintains end-user technology, administers user accounts and access, and maintains accurate technical documentation.

This position requires a customer-focused, technically curious, dependable professional who can independently research and resolve common technical issues while recognizing when escalation is appropriate. The technician works closely with other members of the IT team to maintain reliable and secure technology services across the organization.

Responsibilities:

• Own assigned help desk tickets from creation through resolution, including timely acknowledgment, regular status updates, thorough documentation, appropriate follow-up, and confirmation of resolution whenever practical.
• Diagnose and resolve end-user issues across Windows and macOS environments, including hardware, operating systems, productivity applications, VPN, and business-specific software.
• Troubleshoot and resolve printer, scanner, and multi-function device issues (driver conflicts, network printing, scan-to-email/folder).
• Independently troubleshoot technical issues by gathering relevant information, identifying potential causes, researching documentation and known issues, testing solutions, and escalating appropriately when additional expertise is required.
• Identify issues requiring escalation and engage the appropriate IT team member or vendor with complete troubleshooting notes, relevant logs, error messages, and steps already performed.
• Follow established IT security policies and procedures when configuring devices, administering accounts, granting access, handling sensitive information, and responding to suspected security incidents. Promptly escalate suspected phishing, malware, account compromise, unauthorized access, or other security concerns.
• Build, configure, deploy, replace, and troubleshoot Windows and macOS endpoints using standardized imaging, configuration, and MDM processes; verify required applications, security controls, connectivity, and user access before deployment.
• Maintain accurate IT asset records for assigned equipment, including deployment, reassignment, replacement, return, and retirement of end-user devices and peripherals.
• Provision, modify, disable, and troubleshoot user accounts, permissions, groups, and access across Active Directory, Microsoft 365, MDM platforms, and approved line-of-business systems in accordance with established access-control procedures.
• Perform moves/adds/changes and basic troubleshooting on the corporate VoIP phone system in coordination with the vendor.
• Maintain accurate, up-to-date documentation for common issues, solutions, and procedures in the IT knowledge base.
• This job description summarizes the position’s primary responsibilities. Duties may be modified and additional responsibilities may be assigned by management based on ministry needs.

Core Competencies:

• Spiritual Leadership: Demonstrates a Christ-centered approach to work and relationships.
• Teamwork: Builds positive and supportive relationships within the ministry, including employees, partners, and the community.
• Integrity: Maintains a high standard of ethical and moral conduct.

Qualifications and Experience:

• Minimum of 3 years of independent hands-on end-user IT support experience.
• Experience supporting both Windows 11 and macOS.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Familiarity with Active Directory accounts and group administration.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and VPN fundamentals.
• Experience troubleshooting laptops, desktops, printers, mobile devices, and peripherals.
• Strong written and verbal communication skills.
• Demonstrated customer service and problem-solving skills.
• Highly organized, with the ability to prioritize multiple support requests and follow issues through to resolution in a fast-paced environment.
• Exceptional attention to detail and commitment to confidentiality.
• Ability to learn and apply new technology tools and resources.
• Self-motivated, proactive, and accountable.
• Ability to lift and move computers, monitors, and related equipment weighing up to 50 pounds.
• Ability to travel locally and occasionally out-of-state to support Turning Point remote offices and organizational technology needs.
  • Valid driver’s license and acceptable driving record.

Preferred Qualifications:

• Experience with endpoint management/MDM platforms.
• Experience in supporting VoIP systems.
• Basic experience troubleshooting network switches, wireless access points, and related infrastructure.
• Relevant industry certifications are preferred but not required, such as CompTIA A+, Network+, Security+, Microsoft role-based certifications, or Cisco CCNA.

Working for Turning Point – What to Expect:

Turning Point Ministries is committed to creating a dynamic culture that reflects our traditional Christian values and supports our employees’ God-given and unique abilities and skills. Our organization hires employees who share our Christian values and hold to beliefs that are not in conflict with Turning Point’s Employee Statement of Faith.

Other:

• Position is non-exempt, full-time, and on-site at Turning Point International Headquarters in Lakeside, CA
• The expected wage for this position is $23.00 to $27.00 an hour. The actual compensation offered will depend on a variety of factors, including qualifications, experience, skills, and location. In addition to base salary, we offer a comprehensive benefits package.
• Must be a like-minded believer and share our passion to deliver the unchanging Word of God to an ever-changing world.

Benefits:

• Generous medical, dental, and vision insurance, with voluntary supplemental plans
• Health Savings Account (HSA) option
• Company-sponsored long-term disability insurance and short-term (outside of CA)
• Company-sponsored life Insurance
• 403(b) retirement savings plan with employer contribution
• Eleven paid holidays
• Accrued vacation and sick time
• Yearly paid time off