Job Description

Daystar Christian Television Network is looking for a LEVEL II HELP DESK to work at their Headquarters in Bedford, Texas.

SUMMARY:

Daystar is seeking a Level II Help Desk professional to fulfill in Help Desk and Project Management responsibilities. This position is designed for someone that is organized, strategic, focused, diligent, detail oriented, and resourceful. Must have previous professional IT experience.

This position supports all employees at Daystar and troubleshoot and resolve software, hardware, and networking technical issues, by analyzing, identifying, and diagnosing faults and symptoms, using established processes and procedures.

Other responsibilities include software installation, drive mapping, troubleshooting applications, VPN connectivity, remote connections, and project management for different IT projects. Also, help support our mobile applications, TV apps, and live stream applications.

This is an excellent opportunity to grow your IT skill, make a positive impact, and directly help the growth and success of an established Christian ministry.

Must be a Christian who is personally committed, to the Gospel of the Lord Jesus Christ.

RESPONSIBILITIES:

• Receive requests for service via the Help Desk phone line or email ticketing system, and respond based on our internal SLA
• Troubleshoot software and hardware issues via phone, email, remote and in person
• Document all cases efficiently and detailed in our ITSM
• Manage IT projects assigned with efficiency and within scope, budget, and time
• Train users in the use of equipment and software, following IT procedures and policies
• Escalate tickets to appropriate support staff
• Follow up with end users frequently on all open tickets
• Report and process users’ feedback and product requests
• Perform equipment installations, repairs, moves, and network hook-ups when necessary
• Setup and install all software required by the user/department
• Assist users with mobile device setup, including email, VPN and Wi-Fi access
• Install, troubleshoot, and repair Apple devices such as iMacs, MacBooks and MacPros
• Participate in 24/7 On-Call rotation schedule with other members of the Help Desk team
• Setup new users, reset passwords, and manage group membership, within an Active Directory environment
• Assist in keeping track of all IT assets via IT inventory system
• Assist in overseeing and managing the TV Apps, Mobile Apps, Livestream and Video on Demand content library
• Assist in keeping all user systems up to date via OS and software updates
• Communicate with vendors to get quotes for new system purchases and repairs
• Assist in maintaining all Printers/Scanners in the building, including toner supply and level one troubleshooting
• Work collaboratively with the System and Network Administrators providing all necessary support and feedback

SKILLS:

• Organized, strategic, focused, and clear communicator
• Proficient experience working with both Windows 7, 10, iOS and MacOS
• Proficient experience working with Microsoft Office products on both Mac and Windows
• Knowledge of standard TCP/IP networking and network troubleshooting
• Sound knowledge and experience with Active Directory Users and Computers (ADUC)
• Understanding of computer Hardware rolls and functions and ability to fix or replace basic components (HD, RAM, battery, processors)
• Knowledge and experience with cloud-based applications such as Office365 and Azure.
• Comfortable installing and performing basic functions on a network printer/scanner
• Sound knowledge of Project Management best practices
• Ability to clear document issues into ITSM and keep track of all records and user communication
• Ability to work in a team environment and present good communication skills for dealing with users and colleagues
• Show reliability by sticking to deadlines, delivering tasks, and overcommunicating any obstacles along the way
• Teamwork and positive attitude

QUALIFICATIONS:

• Bachelor’s degree and/or combination of technical certification and equivalent proven work experience required
• Currently enrolled in IT training or recently certified required
• Working knowledge of fundamental operations of Windows, Office, Apple devices, Android, and other new technologies
• Mobile device experience
• Remote/VPN technology experience
• Project management experience preferred

Company Description

Daystar Television Network is an award winning, faith-based network dedicated to spreading the Gospel 24 hours a day, seven days a week – all around the globe, through all media formats possible.