IT Support Technician

Job Summary:

The IT Support Technician provides hands-on technical support to US Prayer Center employees and departments, ensuring that IT equipment, endpoints, approved applications, and related technologies are properly configured, functional, available, and ready for operational use. The role
performs first-level technical diagnosis and troubleshooting, equipment preparation and deployment, endpoint configuration and maintenance, service-ticket support, equipment inventory and lifecycle administration, technical documentation, and user assistance.

The IT Support Technician is responsible for resolving routine technical issues within the scope of the role and escalating unresolved, complex, recurring, or higher-risk concerns to the IT Support Lead or other authorized technical resources for appropriate action.

Key Responsibilities and Accountabilities:

1. End-User Technical Support

• Provide first-level technical support to Prayer Center employees through approved support channels, including remote and onsite assistance where applicable.
• Diagnose and troubleshoot common computer, endpoint, hardware, software, peripheral, application, and connectivity concerns.
• Restore user functionality whenever issues can reasonably be resolved within approved technician-level procedures and authority.
• Apply approved troubleshooting methods, solutions, or temporary workarounds when appropriate.
• Escalate unresolved, complex, recurring, high-impact, or higher-risk technical issues to the IT Support Lead or appropriate technical resource.
• Maintain timely, professional, courteous, and service-oriented communication with users.

2. Equipment Configuration and Deployment

• Configure, prepare, install, and deploy computers, laptops, thin clients, peripherals, and other supported IT equipment.
• Prepare equipment for new employees, training batches, employee replacements, transfers, temporary assignments, and other operational requirements.
• Perform device enrollment, configuration, and preparation according to established technical standards.
• Install or configure approved software, applications, peripherals, and system settings.
• Verify that equipment is functional, compliant, and ready for operational use before deployment.
• Support equipment replacement when existing devices are defective, obsolete, inadequate, or otherwise unsuitable for operational requirements.

3. Endpoint Management and Technical Maintenance

• Perform assigned operating-system, application, firmware, device, and configuration updates.
• Support endpoint-management activities, including Microsoft Intune enrollment and related device-management requirements.
• Perform assigned endpoint conversions, migrations, operating-system changes, upgrades, and technology deployments.
• Maintain device functionality, technical compliance, and operational readiness according to authorized IT requirements.
• Identify and report equipment-integrity, technical-compliance, or security concerns to the IT Support Lead.
• Perform routine preventive or corrective technical maintenance within authorized procedures.

4. IT Asset and Equipment Lifecycle Administration

• Maintain accurate inventory records of IT equipment and assigned technology assets. Document equipment issuance, deployment, transfer, return, replacement, repair, retirement, and current status.
• Assist in physical inventories, asset validation, and reconciliation of equipment records.
• Monitor equipment condition and identify devices requiring repair, replacement, upgrade, or retirement.
• Coordinate equipment requirements and status with the IT Support Lead and appropriate organizational departments.
• Support responsible stewardship, accountability, safekeeping, and proper handling of organizational technology assets.

5. Application and Systems Support

• Provide first-level support for approved applications and systems used by Prayer Center employees.
• Perform standard troubleshooting for communication platforms, productivity tools, browsers, call-center applications, and other supported systems.
• Apply approved application troubleshooting and configuration procedures.
• Escalate application or system concerns requiring elevated access, specialized expertise, vendor intervention, or higher technical authority.
• Assist users in implementing approved resolutions, configuration changes, or workarounds.

6. Service Tickets and Technical Escalation

• Create and maintain appropriate service tickets for technical incidents and requests requiring tracking, resolution, or escalation.
• Accurately document user concerns, troubleshooting actions, relevant equipment information, technical findings, and resolutions.
• Follow up outstanding requests and escalations within assigned responsibility.
• Escalate technical concerns to the IT Support Lead, US IT, WFM, vendors, or other authorized technical resources according to established procedures.
• Provide appropriate status updates regarding unresolved technical concerns.

7. Technical Documentation and Knowledge Sharing

• Maintain appropriate technical records related to troubleshooting, equipment, deployments, incidents, and assigned technical activities.
• Assist in developing technical procedures, user guides, tutorials, presentations, and troubleshooting references.
• Document recurring technical issues and successful resolutions for future reference.
• Share relevant technical information and lessons learned with other members of the IT support team.
• Provide basic technical orientation or instruction to users when assigned.

8. Technical Projects and Process Improvement

• Participate in technology deployments, equipment rollouts, endpoint migrations, upgrades, system implementations, office or workstation setups, and other assigned technical projects.
• Perform assigned technical project activities under the direction of the IT Support Lead or IT Operations and Support Supervisor.
• Assist in testing and implementation of approved technology, applications, systems, equipment, and process improvements.
• Identify practical opportunities to improve technical-support processes, equipment management, operational efficiency, or user experience.
• Recommend appropriate technical or process improvements to the IT Support Lead.

9. Procurement and Technical Research Support

• Assist in comparing available equipment, software, services, or technical solutions.
• Provide technical information to support procurement recommendations.
• Refer purchasing decisions, commercial negotiations, budget approvals, and final procurement authority to the IT Support Lead, IT Operations and Support Supervisor, or appropriate organizational department.

10. Intraday Support

• Coordinate with Coaches to collect bidding results and plot PSR, PDS, DES, and Coach schedules, including breaks and rest days, in Genesys.
• Review and validate schedules before and after publication to ensure accuracy and proper coverage.
• Collect and plot overtime requirements to support staffing and coverage needs.
• Process schedule adjustments for leave, attendance, training, meetings, events, role changes, suspensions, holidays, and other operational requests.

11. General Organizational Responsibilities

• Comply with organizational policies and standards. Adhere to all applicable CBN Asia policies, procedures, guidelines, standards, codes of conduct, and management directives, including requirements related to confidentiality, information security, data privacy, safety, and proper use of organizational resources.
• Demonstrate professionalism and accountability. Perform assigned responsibilities with integrity, professionalism, good stewardship, respect, and accountability, and maintain appropriate confidentiality in handling organizational, employee, partner, or operational information.
• Support collaboration and organizational effectiveness. Work cooperatively with supervisors, colleagues, departments, and other stakeholders and contribute to effective communication, teamwork, service quality, and achievement of organizational objectives.
• Participate in continuous improvement. Identify and support reasonable opportunities to improve processes, service delivery, efficiency, quality, documentation, and organizational effectiveness, and participate in approved improvement initiatives.
• Perform other assignments and special projects. Perform other related duties, temporary assignments, cross-functional responsibilities, or special projects as directed by authorized management, provided that such assignments are reasonable and appropriate to the employee’s position, capability, and organizational requirements.
• Support operational continuity and changing organizational needs. Adapt to reasonable changes in priorities, assignments, processes, systems, or work requirements necessary to support organizational operations and continuity.
• Maintain appropriate responsibility boundaries. Temporary or additional assignments do not automatically transfer permanent ownership of another position’s or department’s core responsibilities unless such accountability is formally reassigned by authorized management.

Decision Authority and Role Boundaries

The IT Support Technician primarily owns the execution of assigned frontline and operational technical work.
The Technician is expected to independently perform routine tasks within established technical procedures and to recognize when an issue requires escalation.
The Technician does not own:

• IT support policy;
• overall technical standards;
• formal personnel management;
• departmental budgets;
• vendor governance;
• organization-wide technology decisions;
• major procurement approvals;
• significant infrastructure changes; or
• management-level operational decisions.

These matters are escalated through the IT Support Lead and IT Operations and Support Supervisor as appropriate.

Knowledge, Skills and Abilities:

• Bachelor’s degree, diploma, vocational qualification, or relevant technical training in Information Technology, Computer Science, Computer Engineering, or a related discipline is preferred.
• Relevant experience in IT support, desktop support, endpoint support, technical operations, or a similar technical environment is preferred.
• Working knowledge of Microsoft Windows, computer hardware, peripherals, common enterprise applications, endpoint-management tools, and basic networking concepts.
• Ability to diagnose and resolve common technical problems and appropriately escalate concerns outside assigned authority.
• Ability to organize technical work, maintain accurate records, and communicate effectively with technical and non-technical users.
• Relevant entry-level IT certifications are an advantage.

Core Competencies:

• First-level technical troubleshooting
• Endpoint configuration and deployment
• Equipment and asset administration
• Technical documentation
• Customer service
• Attention to detail
• Analytical problem-solving
• Organization and follow-through
• Adaptability
• Teamwork and collaboration
• Accountability and stewardship
• Continuous technical learning

Working Conditions:

• May be required to work assigned shifts or provide technical coverage outside normal working hours when operationally necessary.
• May be required to provide onsite support and assist with equipment setup, movement, deployment, or retrieval.
• May be assigned to technical projects, organizational events, training activities, or other operational requirements.