Technical Support And IT Help Desk Specialist

Technical Support And IT Help Desk Specialist

Location: Frederick, MD (in-office)

Reports To: Customer Service Manager and IT Manager

Hours: Full-time, Mon-Thurs 9am-5pm, Friday 9am-3pm

Pay Range: $21-$23/hour, non-exempt

Position Overview

We are seeking a compassionate and tech-savvy individual to join our team in a role supporting both our customers and our internal staff. This position will be split between:

• Customer-facing technical support (20-25 hours/week): Assisting subscribers with access to our apps and website.
• Internal IT support (15-20 hours/week): Providing first-line assistance to employees for common technical issues and escalating when needed.

You will serve as the main troubleshooter for technical issues, guiding users, many of whom are older and less tech-savvy, with patience and clarity. You will also assist internal users with technical support, escalating and managing issues through to completion.

Benefits

Full-time employees at The Word Among Us are eligible for a comprehensive benefits package, including:

• Paid leave: Holidays, PTO, bereavement, and ministry service leave
• Health coverage: Medical, dental, vision, and HSA contributions
• Retirement: 401(k) with employer match and discretionary profit-sharing
• Insurance: Life, long-term disability, and long-term care coverage
• Other benefits: Tuition assistance, fitness reimbursement, estate planning support, and discretionary annual bonus

About The Word Among Us

The Word Among Us is a Catholic publisher that provides daily meditations and spiritual resources through print, apps, and our website. We aim to support readers of all ages in their daily prayer and walk with Christ.

Key Responsibilities

Customer Support (50-60%):

• Answer incoming calls from subscribers regarding digital access (iOS and Android apps, website, online accounts).
• Troubleshoot issues such as login and access errors, subscription renewals, and device settings.
• Walk customers through solutions step-by-step with patience and professionalism.
• Record support cases and escalate issues that cannot be resolved at the first level.
• Document recurring issues and recommend updates to FAQs or processes.
• Assist with testing app/website updates and supporting digital initiatives.
• Opportunities to contribute to digital projects beyond daily support.

Internal IT Support (40-50%):

• Provide network tech support to co-workers as needed.
• Reset passwords, troubleshoot connectivity issues, and assist with basic device setup.
• Document issues and escalate more complex matters to the IT Manager.
• Assist with equipment setup, moves, and user onboarding/offboarding as directed.

Qualifications

At least one year of customer service and technical support experience is preferred. Comfortable troubleshooting mobile devices, apps, and websites. Experience using Help Desk software (e.g., Zendesk or similar). Knowledge of Virtualization is preferred. Knowledge of Apple devices is a plus. Excellent communication skills: clear, patient, professional. Ability to explain technical concepts.