Help Desk Technician

Department: Oak Cliff Bible Fellowship (OCBF)

The Help Desk Technician provides technical support to computer users by diagnosing and resolving software, hardware, and network-related issues. This role assists with troubleshooting technology problems, responding to user requests, and supporting the effective operation of organizational technology systems.

Core Responsibilities

Technical Support

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for technical assistance related to hardware, software, networking, and other computer technologies.
• Interview users to gather information about technical issues and guide them through diagnostic procedures to determine the source of problems.
• Troubleshoot hardware and software-related issues on workstations and peripheral devices.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user issues, escalating more complex concerns to supervisors or technical staff as needed.

Systems Management

• Consult with management to analyze computer system needs, determine project scope and priorities, and discuss system capacity and equipment acquisitions.
• Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, software, and electronic mail systems within established standards and guidelines.
• Ensure desktop computers integrate seamlessly with file servers, email servers, application servers, and administrative systems.
• Contact vendors for technical support and assistance related to hardware, software, and system operations.

IT Continuous Improvement

• Prepare standard statistical reports, including help desk incident reports and service documentation.
• Analyze and evaluate incident reports to identify trends and recommend solutions to reduce recurring technical issues.
• Assess user training needs and provide training on software and hardware systems in individual or classroom settings.
• Promote effective technology usage by supporting staff and encouraging best practices in system operations and troubleshooting.

Qualifications & Experience

• Associate’s degree (AA) in Information Technology, Computer Science, or a related field from an accredited college or technical school required.
• Minimum of three (3) years of related help desk, technical support, or IT support experience and/or training.

Additional Skills & Competencies

• Demonstrated knowledge of computer hardware, software applications, operating systems, communications systems, and email protocols is required.
• Experience in troubleshooting desktop computers, printers, peripheral devices, network connectivity, and common software issues preferred.
• Strong customer service, problem-solving, and communication skills are essential, with the ability to explain technical information to users with varying levels of technical knowledge.
• Working knowledge of Microsoft Office Suite, Windows operating systems, email platforms, and basic networking concepts preferred.
• Ability to maintain confidentiality, exercise sound judgment, and work independently as well as collaboratively within a team environment.

Spiritual Commitment

• At Oak Cliff Bible Fellowship, every team member plays a role in advancing God’s kingdom and the church’s mission. We seek individuals who demonstrate a personal commitment to Jesus Christ and alignment with biblical principles and the church’s beliefs, vision, and ministry philosophy.
• All employees are expected to support the mission, vision, and values of the organization and conduct themselves in a manner consistent with biblical principles and Christian character. Employees are expected to model professionalism, integrity, and service in all interactions.

This job description is intended to describe the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities.