Technology Support Specialist

Description

For more than 60 years, Tyndale has helped readers discover the life-giving truths of God’s Word. Today we’re one of the largest independently owned Christian publishers in the world. Though our business has grown, our mission remains the same: to open God’s Word to as many as possible in language they can relate to and understand.

The Technology Support Specialist delivers dependable, secure, and empathetic technology support that enables Tyndale employees to do their best work. Serving employees across Tyndale's office, remote, and warehouse and distribution environments, the role is a trusted front-line partner for hardware, software, user access, printing, connectivity, and conference-room technology. The specialist owns each request from first contact through resolution or an effective, documented handoff and helps create a proactive employee technology experience through reliable service, clear communication, useful documentation, and continuous improvement.

What You'll Do

• Provide responsive, empathetic, and customer-focused technology support. Serve as a trusted front-line partner for employees on-site, remote, and across warehouse and distribution areas; understand their technology needs; troubleshoot and resolve hardware, software, user access, printing, conference-room, and connectivity issues; provide clear updates and practical guidance; confirm the employee's needs have been met; and document the resolution or escalation. Prioritize work based on business impact and urgency, with particular attention to order fulfillment, security, shared technology, and needs affecting multiple employees.
• Provision and maintain endpoints, access, and workplace technology. Configure, deploy, maintain, and support laptops, mobile devices, approved software, user accounts, and access, including routine Microsoft 365, Entra ID, and Intune administration. Support onboarding, role changes, and offboarding so employees have secure, ready-to-use technology when they need it, and help keep printing, Zoom rooms, audiovisual systems, and warehouse technology ready for business demand.
• Improve the employee technology experience through documentation and continuous improvement. Identify recurring needs and root causes; create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and employee instructions; help new hires use Tyndale's essential applications; enable useful self-service; and contribute to standardization, automation, workflow improvement, and knowledge sharing that prevent avoidable issues and protect employee time.
• Maintain accurate, secure IT asset lifecycles. Manage IT assets from receipt, inventory, configuration, and assignment through recovery, repair, replacement, and secure retirement, keeping records accurate throughout.
• Help protect Tyndale's technology environment. Follow secure support practices and promptly recognize and escalate suspected phishing, malware, compromised accounts, unauthorized access, and other potential security concerns.

Skills and Competencies

• Sound judgment and problem-solving. Uses evidence to identify root causes, exercises sound judgment when balancing competing needs, and engages the right partners when additional expertise is needed.
• Strong communicator and collaborator. Listens with empathy, explains technical information clearly to technical and nontechnical audiences, keeps employees informed, and builds effective partnerships across teams and with vendors.
• Ownership and follow-through. Takes responsibility for assigned work from first contact through confirmed resolution or a clear, documented handoff and follows through on commitments.
• Composure and adaptability. Remains calm, methodical, and dependable while balancing planned work, changing priorities, and time-sensitive needs.
• Learning agility and improvement mindset. Learns new tools quickly, shares knowledge, constructively questions existing approaches, and helps User Support become a more consistent, secure, proactive, and trusted business partner.

Qualifications and Experience

• Two to three years of hands-on help desk, service desk, desktop, or technical support experience preferred.
• Bachelor's degree in computer science, information technology, or a related field preferred, or equivalent education, technical training, and directly relevant experience.
• Strong Windows troubleshooting and endpoint-support skills, with some macOS support, and working knowledge of Microsoft 365 identity and access administration in Entra ID and Intune.
• Familiarity with IT service management and knowledge platforms such as Jira Service Management, ServiceNow, or Confluence; ITIL-based incident and request management; and IT asset management practices.
• Working knowledge of Wi-Fi, VPN, DNS, TCP/IP, and LAN connectivity, including resolving common issues, gathering useful diagnostic information, and escalating complex infrastructure matters to the Network Administrator.
• Foundational cybersecurity awareness, including familiarity with phishing, malware, account compromise, access security, and secure end-user support practices. 
• Strong troubleshooting fundamentals, learning agility, service ownership, empathy, communication, and judgment.
• Able to set up, install, and relocate end-user and workplace equipment, including working at and beneath desks in office and warehouse areas, and lift up to approximately 40 pounds, with assistance available for heavier or awkward items.
• Preferred additional experience includes supporting warehouse environments, industrial/thermal barcode printers, or handheld warehouse scanners; CompTIA A+, Network+, Security+, Microsoft administration, or ITIL certifications; and familiarity with ERP systems (e.g. JD Edwards), Adobe Creative Cloud, cloud tools, or basic scripting and automation.

We want to hear more about you and why you are interested in Tyndale and this role, so we highly recommend including a cover letter. 

Tyndale has been repeatedly certified as a Best Christian Workplace. Learn more about us and what we believe at www.tyndale.com/our-mission.

The hiring range for this position is $47,000 to $55,000 annually. Actual offers will take into consideration the candidate’s education, experience, industry knowledge, technical skills, and other relevant factors. A summary of Tyndale’s comprehensive benefits is: https://www.tyndale.com/careers/.