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 ConnectWise. · Endpoint Protection: Manage enterprise endpoint security agents, device firewall policies, and malware remediation protocols using SentinelOne 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 ProPresenter 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 SentinelOne 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. · SentinelOne 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