Technology Support Specialist

This role serves as the frontline for the NewSpring Technology Team, providing exceptional support across our digital ecosystem, including Rock RMS, data platforms, staff hardware, and campus-specific technology. You will help manage the full lifecycle of support requests while proactively testing and implementing new technology solutions to improve organizational efficiency. 

Primary Responsibilities:

Provide great customer service to anyone who has questions, technology challenges or interacts with the NewSpring Technology Team:

Answering and responding to incoming support requests, tasks, walk-in support needs and calls to the support number during office hours

Taking ownership of issues end to end. As needed, leverage the knowledge of the team and other resources to support and troubleshoot issues

Technical Responsibilities:

Staff and Campus Technology: Provide remote and on-site support for staff and office hardware, ensuring the technology in all campus environments is operating as expected.

Rock RMS & Data: Assist staff with functional support, troubleshooting, and data entry best practices within Rock RMS to ensure data integrity

Web & App: Triaging and documenting user-reported and self-identified bugs for the NewSpring website and mobile app before escalation.

Adhere to and encompass the qualities and characteristics required of NewSpring Church staff members, as defined by the Policies and Procedures Handbook.

Additional Duties/Responsibilities: 

Support the implementation of new solutions or tools

Test, evaluate and assist in the decision making for new technology solutions.

Continually develop the knowledge and skills needed to serve in a technical capacity

When presented with a problem, develop and implement solutions for how that problem could or should be solved. 

Additional projects and/or assignments as needed.

Role Requirements: [KSA’s - Knowledge, Skills and Abilities]

This role is full time 40 hours per week.

A high school degree is required. Two or four year degree is preferred or comparable work experience in customer support and/or information technology is preferred. 

Technical proficiency with common operating systems (MacOS, iOS, ChromeOS, Microsoft Windows)

Basic understanding of:

CRM systems (RockRMS)

Networking (Juniper, Meraki, Ubiquity)

Device & user management systems (Intune, Mosyle, Google MDM)

Ability to communicate technical and complex concepts in ways that non-technical staff members can understand and the ability to remain calm and helpful during high-pressure situations.

Proven ability to troubleshoot hardware, software and connectivity issues.

This role adheres to a standard schedule, knowing it may fluctuate at times & based on certain needs. Standard schedule is:

Sunday: 8am-1pm

Monday: 8am-4pm (or 9-5)

Tuesday: 8am-4pm (or 9-5)

Wednesday:  8am-4pm (or 9-5)

Thursday:  8am-4pm (or 9-5)