Senior Information Technology Support Technician

The expected salary range for this position is $32.65 - $40.80. Employees in specific high cost of labor locations in the United States (such as San Francisco, CA and Seattle, WA) may qualify for a geographic differential. Compassion International is not responsible for third parties who omit this information when copying and re-posting job openings.

Overview

As a Senior Technician on our tech support team, you will provide highly skilled technical support for complex end user systems/applications on a variety of issues by identifying, researching, and resolving technical problems. You will also perform system management functions for major client systems using a variety of tools such as Active Directory, O365, Anti-Virus and MDM solutions (SCCM, WS1, etc). You will coach/mentor and oversee the work of other associates and related staff.

What will you do?

• Maintain a personal relationship with Jesus Christ. Be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully uphold Compassion’s ministry in prayer.

• Act as an advocate to raise the awareness of the needs of children. Understand Christ’s mandate to protect children. Commit to and prioritizes child protection considerations in all decision-making, tasks and activities across the ministry. Abide by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct. Report any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately support responses to incidents if they occur.

• Uphold and engage in Compassion’s core Cultural Behaviors.

• Respond to complex internal client requests for technical support, documenting, tracking and monitoring incidents to ensure a timely resolution.

• Troubleshoot major issues that are escalated from lower level technicians to restore service and identify and resolve problems.

• Identify and implement process improvements within the Global Tech Support Team.

• Perform and delegate activities associated with large desktop application deployments, client systems patching, hardware provisioning, and other complex client support activities.

• Perform and delegate activities related to high level system management functions related to major system management toolsets.

• Facilitate team meetings and responsible for communicating process updates to support technicians. Also responsible for outage communications to relevant audiences.

• Engage with third party technical expertise as needed to major resolve technical problems and restore service.

• Stay up-to-date on the latest Dell and Mac offerings.

• Work closely with the Global Systems Administrator team on escalations, issues and latest technologies.

• Provide coaching and technical advice to other staff and client groups.

What do you bring?

• High school diploma

• 8-10 years of relevant professional experience

Why work here?

• The mission: Join a team that is motivated to release children from poverty in Jesus’ name.

• Our benefits: Receive generous paid time off, 10% contribution to a 403(b) retirement fund on top of your salary, excellent healthcare coverage, free short-term professional counseling, and more.

• Spiritual growth: Participate in regular chapel services, prayer groups, and department devotionals.

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