Senior System Support Specialist

Job Title: Senior System Support Specialist

Location: SAMMinistries Administrative Office

Reports To: VP of Information Technology

FLSA Status: Salaried Non-Exempt

Prepared By: VP of Information Technology

Approved By: Gay Lynn Schwenk, Chief Operating Officer

Approved Date: 11/19/2025

Provide tier one to two remote and onsite customer support for desktops, laptops, servers and associated technology equipment and software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. A high degree of customer service and support skills are required as this role will be the primary support person for our customers and staff across all departments of the organization. In addition, the ideal candidate should be able to self-manage daily work queue based on submitted tickets and ongoing projects, and must consistently demonstrate the ability to maintain communication and provide appropriate follow-up to staff whose needs have not been met or have only partially been met Lastly, the Senior level of the role includes introductory facets of project management, performance management, compliance auditing, process development, and leadership.

To do this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associates Degree in related field or equivalent job experience, Windows OS 8, 10 and 11, Active Directory, Windows Server, Microsoft Office Suite, Office 365, and GSuite.

2-4 years of relevant experience in systems support or service delivery.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to calculate figures and amounts such as discounts and percentages.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Strong telephone and interpersonal contact skills required.

Prefer MCP for Windows Desktop or CompTIA -A+ and/or Network+ Valid driver's license, a good driving record, and be insured for driving in the state of Texas. Some local travel will be required.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms sometimes with the need to reach with hands and arms over head. The employee is also frequently required to stoop, kneel, crouch, or crawl. The employee will occasionally need to be able to carry, set up, and use a ladder 4’ to 12’ tall and be able to use tools while on the ladder. Specific vision abilities required by this job include close vision, distance vision, color differentiation, maintain focus while at certain heights above the ground (up to 14’), and ability to adjust focus.

The IT Senior System Support Specialist must be able to lift, carry, and move computers and associated equipment up to 49 pounds. The Senior System Support Specialist may be required to work additional hours or adjusted shift hours as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: On call service availability once a month to cover extraneous after-hour calls or tickets that require immediate attention. Occasionally , work may be required in tight spaces such as closets, drop ceilings, or crawl spaces. Travel is required from/to other company sites to provide direct support that cannot be resolved or completed through remote support. Workday start time will occasionally require prior to 8am and end time occasionally after 5pm. Lunch breaks/breaks are not set at a specific time. Certain tasks will require work to be completed with more than two people observing. Many requests require coordination with the end user as to when the work can be completed. On occasion, the workday can become hectic due to the work involved and the time sensitivity of the given task. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SAMMinistries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, SAMMinistries complies with applicable state and local laws governing nondiscrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.