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)