IT Support and Systems Administrator

Job DetailsJob Location: Central - Lexington, MA 02421Salary Range: $60,000.00 - $75,000.00 SalaryThe IT Service Technician supports the mission and ministries of Grace Chapel by ensuring reliable, secure, and effective technology systems that enable staff, volunteers, and ministry teams to serve the church community with excellence. This role blends technical expertise with a heart for service, collaboration, and stewardship.  Working closely with the Director of IT, church staff, ministry leaders, and technology partners, the IT Support and System Administrator provides daily technical support, assists with IT projects, supports database and application administration, and helps ensure that technology resources align with the church’s values, growth, and ministry goals.  A successful candidate demonstrates a collaborative oriented mindset, strong problem-solving skills, and a willingness to learn and adapt as the church evolves.    Key Responsibilities  User Support & Ministry Enablement  Provide friendly, patient, and professional technical support to church staff and ministry teams.  Troubleshoot and resolve hardware, software, and system issues that impact ministry effectiveness.  Deliver on-site and remote support for:   Church offices and campuses  Conference rooms and ministry spaces, including AV systems  Printers and peripherals  End-user workstation setup and lifecycle management  VoIP and church phone systems, including Zoom and/or Teams  macOS and Windows-based devices  Wireless and wi-fi applications  Respond to support requests using hands-on and remote troubleshooting techniques.  Escalate unresolved issues appropriately while keeping users informed.  Follow established ticketing procedures:   Create tickets promptly upon contact  Update tickets after each interaction  Review and manage assigned tickets daily  Provide updates and communication to end-user(s)  Answer incoming support calls when assigned to the IT support queue.  Systems, Network & Security Administration  Assist with administration of church technology platforms including:   Microsoft 365 (Office 365, SharePoint, Teams)  VOIP systems  Identity management and SSO applications  Install, configure, and maintain workstations, servers, networking equipment, and related infrastructure.  Perform scheduled maintenance on servers, workstations, and network equipment to ensure reliability and uptime.  Support data migrations during system upgrades or equipment refreshes.  Help maintain network and endpoint security through proactive monitoring, antivirus deployment, and log review, ensuring responsible stewardship of church data.  Database & Church Systems Administration  Administer and maintain church databases, including the Church Management System (ChMS).  Ensure data accuracy, integrity, privacy, and appropriate access controls.  Perform routine database maintenance such as backups, basic performance checks, and data cleanup.  Identify opportunities to improve reporting, workflows, and database functionality to better support ministry and operations.  Assist with system integrations and data exchanges between church applications and platforms.  Asset Stewardship & Documentation  Maintain accurate inventory of church-owned IT equipment.  Provision new equipment for staff and ministry use and proactively decommission outdated technology.  Create and maintain clear documentation, user guides, and technical manuals.  Develop and review standard operating procedures (SOPs) and IT policies to promote consistency and best practices.  Projects, Vendors & Additional Support  Participate in IT projects that support ministry growth, campus expansion, and operational improvements.  Take on additional projects and duties as needed to support church priorities and special initiatives.  Evaluate, recommend, and assist with implementing technology solutions that align with church vision and budget.  Build strong, collaborative relationships with technology vendors and the church’s Managed Services Provider (MSP).  Availability to work outside standard business hours when necessary, including evenings, weekends, and urgent or emergency situations.  QualificationsCore Competencies  Servant Leadership & Support: A service oriented mindset with a desire to help others succeed in their ministry roles.  Problem Solving: Strong analytical and troubleshooting skills with attention to detail and the ability to manage multiple priorities.  Technical Expertise:   Solid understanding of hardware, software, networking, and systems administration  Familiarity with database maintenance and administration best practices  Experience installing, configuring, documenting, testing, and supporting applications and systems  Project Collaboration: Ability to work effectively with staff, volunteers, and project teams. Strong organizational and time management skills.  Professional Communication: Clear, respectful, and timely effective written and verbal communication.    Education & Experience  Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience  2–5 years of experience in IT operations or technical support  Technical Knowledge & Experience  Microsoft Windows Desktop operating systems (Windows 10, 11)  Microsoft Windows Server operating systems (2012 R2, 2016, 2019)  Microsoft Office (2013, 2016, 2019)  Experience supporting macOS and iOS devices  Networking hardware including switches, routers, firewalls, UPS, and backup systems (2+ years preferred)  Active Directory, DNS, DHCP, TCP/IP, LAN/WAN concepts  Antivirus and endpoint protection platforms  Strong understanding of IT infrastructure, security, and operational best practices