Sr. Technical Support Specialist

About this role

<p><span style="font-family: georgia, palatino, serif;">Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our <a href="https://adflegal.org/about-us/careers/statement-of-faith/" target="_blank">Statement of Faith</a> to ensure we’re a fit for you.</span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161);"><strong>Locations: </strong><span style="color: rgb(0, 0, 0);">Dallas, TX</span></span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161);"><strong>Team Overview</strong></span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 0, 0);"><span class="TextRun SCXW105569197 BCX4" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW105569197 BCX4">In this role, you are responsible for investigating, diagnosing, and resolving technical support issues for the ministry. In addition to serving your peers with IT related issues, you will also act as an advanced support specialist for your team by assisting junior-level team members when needed and investigating more complex issues. In this role, you'll work out of our new Texas office and report to our Service Desk Manager.</span></span></span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161);"><strong>Key Responsibilities</strong></span></p> <ul> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Provide advanced onsite and remote technical support across all ministry platforms, including cloud-based applications, SaaS tools, endpoint devices, and network systems, leveraging modern remote management and monitoring tools.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Document, track, and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution, accurate reporting, and knowledge base maintenance.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Coordinate with team leads, IT personnel, and third-party vendors to address issues related to existing IT systems, cloud platforms, and implementations of new technologies, including migrations and integrations.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Assist end users experiencing technical difficulties with a customer-first approach, ensuring all work is carried out in a timely manner, within defined SLAs, and with clear status communication throughout resolution.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues in test environments, validate patches and fixes, and support change management processes.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Manage IT asset inventory and equipment lifecycle, including procurement tracking, hardware refresh cycles, configuration, imaging, and disposal, using asset management tools to ensure accurate records and minimize downtime.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Administer, update, and troubleshoot unified communications systems, including VoIP/cloud telephony platforms, video conferencing tools (e.g., Microsoft Teams, Zoom), and collaboration technology.</span></li> </ul> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161);"><strong>Minimum Qualifications</strong></span></p> <ul> <li style="color: rgb(0, 0, 0);"><span style="font-family: georgia, palatino, serif; color: rgb(0, 0, 0);">5+ years of experience in IT service desk operations.</span></li> <li style="color: rgb(0, 0, 0);"><span style="font-family: georgia, palatino, serif; color: rgb(0, 0, 0);">Proficient in Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Windows 10/11, macOS, and other enterprise software applications.</span></li> <li style="color:…