IT Support Specialist (Entry Level - Tier 1)

Job Description

Job Description

Position Summary:

The IT Support Specialist (Tier 1) is responsible for providing first-line technical support to staff. This position focuses on setting up and maintaining office devices, assisting with procurement and inventory, and resolving basic IT issues under the direction of the IT Director.

Essential Duties and Responsibilities:

The essential functions of the IT Support Specialist may include, but are not limited to the following:

Tier 1 Help Desk Support:

• Serve as the first point of contact for IT support requests (in person, phone, or email).
• Troubleshoot and resolve basic hardware, software, and connectivity issues.
• Escalate more complex issues to senior IT staff as needed.
• Track and update tickets to ensure timely resolution.

Device Setup & Configuration:

• Set up and deploy new laptops, desktops, and peripherals.
• Install standard software and ensure devices are properly configured.
• Perform basic system updates, patches, and reimaging.
• Prepare devices for onboarding and offboarding employees.

In-Office Device Management:

• Maintain printers, conference room equipment, and other office technology.
• Ensure company devices are functioning properly and are ready for use.
• Assist with troubleshooting onsite IT issues quickly and effectively.

IT Asset & Procurement Support:

• Track inventory of IT equipment (laptops, monitors, accessories, etc.).
• Assist with ordering and receiving new equipment.
• Maintain accurate records of assigned devices and inventory levels.
• Help standardize equipment and ensure proper lifecycle management.

Basic User & Application Support:

• Assist users with password resets, account access, and basic application issues.
• Provide support for common tools such as email, file sharing, and collaboration apps.
• Guide users on simple troubleshooting steps and best practices.

Documentation & Process Support:

• Document common issues and solutions for internal use.
• Assist in maintaining simple IT procedures and setup guides.
• Follow standard IT processes for onboarding, offboarding, and device provisioning.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• You are a passionate follower of Jesus, with a demonstrable heart for His Great Commission. You are an avid learner with a desire to grow and be part of shaping an organization with big goals.
• Alignment with our mission, vision, and core values.
• Basic understanding of computer hardware and software
• Familiarity with Windows and macOS environments
• Good Communications and customer service skills
• Organized and able to manage multiple small tasks
• You work well as part of a team and demonstrates a helpful, diplomatic and caring attitude to all.
• Required to work in the main office in Raleigh, NC.

Spiritual Requirements:

• Maintains a personal relationship with Jesus Christ as a top priority.
• Is a consistent witness for Jesus Christ, maintains a courteous, Christ-like attitude in dealing with people within and outside of TTI, and faithfully upholds TTI’s ministry in prayer.
• Must be in agreement with the TTI Statement of Faith, Mission, Vision, and Values.