Position Purpose:
The Deskside Support Lead serves as a senior technical resource and hands-on leader within the Deskside Support team. This role works alongside technicians as a primary escalation point, mentor, and trainer, while also providing exceptional technical support – particularly to VIP-level staff. The ideal candidate is highly organized, service-oriented, and thrives in a fast-paced environment. They balance ticket work, projects, and team enablement with excellence and professionalism. This is an opportunity for a dynamic problem-solver who is passionate about serving people and takes pride in delivering high-quality support in a ministry-focused organization.
Essential Duties:
- Support the Deskside Support Manager and team in daily ticket processing and resolution.
- Serve as a senior-level escalation point for complex hardware, software, and operating system issues.
- Troubleshoot and resolve advanced Windows, macOS, and related application issues.
- Provide white-glove IT support to VIP and executive-level staff as needed.
- Monitor, respond to, and resolve support requests through the ticketing system while managing a personal ticket queue effectively.
- Support and mentor Deskside Support Technicians through coaching, training, and technical guidance.
- Create, maintain, and improve knowledge base articles, technical documentation, and support processes.
- Develop training materials and assist in onboarding and ongoing skills development for technicians.
- Effectively support the operational needs of the Deskside Support team.
- Build and deliver daily technician ticketing and performance reports to the Support Desk Manager.
- Participate in and contribute to IT Operations projects as assigned.
- Provide on-site IT support during conferences, events, and ministry functions.
- Assist with standardization efforts, documentation, and continuous improvement initiatives.
- Perform other duties as assigned to support IT Operations and organizational needs.
Knowledge, Skills, and Abilities:
- Ability to effectively handle a wide variety of duties with minimal supervision.
- Strong working knowledge of ticketing systems and service management best practices.
- Strong communication skills, including verbal, written, and listening.
- Exceptional time management and organization skills with a strong attention to detail.
- Proven customer service mindset with a calm, professional demeanor.
- Ability to build and maintain strong professional relations with staff and team.
- Ability to lift and/or move equipment/boxes up to 50 lbs.
- Ability to multitask effectively in an open, collaborative office space with frequent interruptions.
- Effectively operate Windows and Mac-based computers.
- Strong working knowledge of Mac-based environments.
- Excellent problem-solving skills.
- Must be able to effectively operate a Windows-based computer and navigate Microsoft Office Suite.
Requirements:
- Must have a personal relationship with Jesus Christ.
- Must sign the Statement of Faith.
- A high school diploma or equivalent education is required.
- A Charis Bible College student or graduate is preferred.
- 5+ years of progressive desktop or deskside support background.
- 2+ years of VIP or executive-level support.
- Microsoft certification(s) preferred.
- CompTIA A+, Network+, Security+ certifications required.
- Must pass all required checks.
Experience:
- Microsoft Windows 10 and Windows 11 support experience.
- Microsoft 365/Office 365 support experience.
- MacOS and iOS support experience.
- 5+ years of general hardware/software support.
- Compensation is commensurate with experience.
We offer a comprehensive benefits package for full-time employees to include the following: Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays per year (10), Flexible Spending Account (FSA)-Medical/Dependent Care, Health Savings Account (HSA), Voluntary Life and AD&D, Short Term Disability, Long Term Disability, 403(b) Retirement Plan, Life Assistance Program, Accident/Hospital, ID Shield/Legal Shield and Telehealth
About Us: Andrew Wommack Ministries (AWM) is a teaching ministry of unconditional love and the balance between grace and faith. For over forty years, Andrew and Jamie have been teaching the truth of the Gospel to the body of Christ by teaching at seminars, in churches, on radio and television, by training others at Charis Bible College, and by developing ministry materials designed to help you in your relationship with the Lord. We are a family here at AWM, we like to have fun, and we love Jesus. You will find that our culture reflects just that. Our core values demonstrate that we serve God’s people with Excellence, Faithfulness, and Integrity.
Are you interested in helping Andrew fulfill his vision to reach as far and as deep with the Gospel as possible?
If so, we are looking for someone faithful, available, willing to learn; and passionate about taking the Gospel Truth to the world.
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