Sr. Technical Support Specialist

About the role

You own the full lifecycle of complex technical issues for a ministry dedicated to defending constitutional freedoms and religious liberty. You diagnose and resolve advanced technical problems across cloud, on-premises, and endpoint environments while mentoring junior analysts. This role demands ownership of escalated incidents from initial ticket intake through final resolution and knowledge capture. You serve as the critical technical liaison between end users, internal IT teams, and external vendors to ensure continuity of mission-critical systems. Your work directly supports attorneys, advocates, and staff who rely on secure and reliable technology to advance their legal and ministry objectives. You apply a methodical, customer-first approach to troubleshooting while adhering to strict service level agreements and documentation standards. Through your efforts, you help maintain the integrity, security, and availability of the technical infrastructure that supports the organization's core mission.

Key facts

What you'll do

Investigate and resolve sophisticated technical support incidents across cloud-based applications, SaaS platforms, endpoint devices, and network infrastructure using advanced remote management and monitoring tools.

Document, track, and monitor all incidents and service requests within the IT service management platform to ensure timely resolution, accurate reporting, and ongoing knowledge base maintenance.

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.

Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.

Serve as the primary owner of Tier 1 and Tier 2 advanced support incidents, including escalations from Tier 1, and engage Tier 3 or vendors as needed for complex infrastructure or application issues.

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.

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.

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.

Perform in-depth analysis of recurring issues, identify root causes, and recommend corrective actions to prevent future incidents and improve overall system stability.

Support the deployment of new tools, applications, and infrastructure changes, including configuration management, user training, and post-implementation reviews.

Monitor system performance, generate reports on key metrics, and use insights to drive continuous improvements in support processes and technology investments.

Maintain up-to-date documentation for systems, processes, and configurations to ensure accurate records and enable efficient knowledge transfer.

Provide technical leadership and mentorship to junior support staff, helping them grow their skills and improve their ability to handle complex incidents.

Ensure all technical activities align with the organization's security policies, compliance requirements, and commitment to protecting sensitive data and systems.

Requirements

Must be legally authorized to work in the United States and not require work authorization sponsorship for this position now or in the future.

Must reside in the state of Texas.

Must be able to reliably commute to the office in Dallas, TX.

Must have the right to work in the United States and currently live in Texas.

Must possess a high school diploma or equivalent.

Must be at least 18 years of age.

Must be able to work in a team environment and follow established IT processes and procedures.

Must be able to understand and apply technical instructions in written and verbal form.

Must be able to use standard office software and remote management tools to perform job functions.

Must be able to lift and carry equipment up to 50 pounds when necessary for on-site support.

Must pass a background check and meet the moral and legal standards defined in the Statement of Faith.

Must maintain confidentiality and handle sensitive information in accordance with organizational policies and legal requirements.

Must comply with all applicable security policies and data protection practices while performing technical duties.

Nice to have

Experience with cloud-based applications and SaaS tools commonly used in ministry environments.

Familiarity with IT service management frameworks such as ITIL.

Basic understanding of cybersecurity principles and security incident response procedures.

Experience supporting endpoint devices, network infrastructure, and hardware imaging.

Familiarity with asset management and procurement tracking systems.

Practical notes

This role is based in Dallas, TX and requires consistent in-office presence.

Candidates must be able to commute reliably to the Dallas office.

This position may require lifting equipment up to 50 pounds for on-site support activities.

Applicants must meet the moral and legal standards outlined in the organization's Statement of Faith.

All employment is subject to verification of work authorization and background check results.