IT Support Specialist (Level 2)

POSITION SUMMARY

The IT Support Specialist provides intermediate-level technical management and endpoint security across the digital and physical campus environments of Redemption Church. This role serves as a primary administrator for cloud infrastructure, end-user devices, and remote monitoring networks. The ideal candidate ensures high-availability operations for administrative staff and flawless technical execution during live Sunday and mid-week ministry services.

KEY RESPONSIBILITIES

Cloud & Infrastructure Administration

• Microsoft 365 Administration: Manage the corporate Microsoft 365 tenant, including user provisioning, Exchange Online, SharePoint permissions, shared mailboxes, and security/distribution groups.
• Device Management: Configure, push profiles to, and maintain church-issued laptops, mobile assets, and campus informational kiosks using Microsoft Intune.
• Remote Monitoring & Management (RMM): Oversee automated patching scripts, hardware tracking, software deployments, and remote triage pipelines using Connect. Wise.
• Endpoint Protection: Manage enterprise endpoint security agents, device firewall policies, and malware remediation protocols using Sentinel. One and Microsoft Defender to safeguard staff data and financial/tithe-tracking networks. Media & Audio-Visual (AV) Technical Support
• Production Environment Triage: Support the Media team in troubleshooting sanctuary AV components, hardware matrices, stage digital snakes, and network-based media systems when production issues arise.
• Livestream & Media Systems: Provide technical backup support to maintain operational reliability for hardware/software video switchers, multi-camera feeds, and data streams pushing to church online streaming channels.
• Presentation Software Management: Update, optimize, and troubleshoot media servers, digital signage networks, and Pro. Presenter environments.
• Networked AV Maintenance: Troubleshoot IP-based audio/video distribution, including Dante audio networks, NDI video paths, and dedicated media switch configurations. Staff Support & Operations
• Service Desk Response: Resolve escalated internal Tier 1 and Tier 2 system issues reported by staff or ministry leaders at the San Jose campus.
• On-Call Weekend Rotations: Provide proactive technical readiness assessments and rapid deployment troubleshooting during live rehearsals, Sunday services, and specialized church events.
• Documentation: Author standard operating procedures (SOPs) for basic AV start-up, volunteer tech checklists, and system configurations. Mentorship & Volunteer Support
• Provide technical mentorship to Level 1 technicians, tech interns, and media ministry volunteers.

Requirements

REQUIRED QUALIFICATIONS Education & Experience

• Associate’s degree or higher in Information Technology, Network Engineering, Media Production, or equivalent practical experience.
• 4+ years of hands-on experience in a corporate IT setting, Managed Service Provider (MSP), or large house-of-worship IT and production ecosystem. Technical Skills
• Proven proficiency with the Microsoft 365 Admin Center, Microsoft Intune, and RMM architectures.
• Hands-on administration experience managing security policies within Sentinel. One and Microsoft Defender.
• Intermediate diagnostic understanding of audio-visual hardware routing, digital audio consoles, and live broadcast protocols. Soft Skills
• Composure and agility under high-pressure, live-production constraints, with the ability to quickly patch or work around critical system failures.
• Excellent interpersonal and relationship-management skills, tailored for a diverse environment of creative directors, pastoral staff, and volunteers.
• Clear written and verbal communication; able to translate technical issues for non-technical staff.
• Alignment with the mission and values of Redemption Church; treats staff, donor, and ministry data with discretion and respect. Preferred (Nice-to-Have)
• Microsoft Certified: Endpoint Administrator Associate.
• Sentinel. One Core/Advanced certification.
• CompTIA Network+ and/or Security+. WORK ENVIRONMENT & PHYSICAL DEMANDS
• On-site role combining office/desk work with desktop support visits across campus.
• Must be able to lift up to 40 pounds unassisted (e.g., stage monitors, network switch arrays, desktop hardware).
• Comfort working in tight spaces, such as inside media racks, network closets, or behind stage set designs.
• Flexible schedule required, including mandatory presence during Sunday worship services and designated ministry special events.

Benefits

Medical, Dental, Vision Accrued Vacation, front-loaded Sick pay, Retirement Plan Options Staff Appreciation Days with pay as provided by Leadership Flex Days as provided by Leadership/ Supervisor