Intranet Support Technician

Position Purpose:

The purpose of this position is to handle all incoming or self-generated tier 1 and occasionally tier 2 support for SharePoint, Teams, OneDrive, and other Office 365 tools. This support will include ticket management, issue clarification/redirection, requestor communication, and collaboration with other team members or departments as needed. This position will also occasionally handle administrative tasks and internal documentation, such as best practices, policies, instructions, or training materials. This position will collaborate with the Intranet team, providing support for live Enterprise Chain systems to all ministry departments as needed.

Essential Duties:

• Handle general support for SharePoint and related systems/platforms as assigned.
• Reassign tasks within the team as directed and communicate with other teams and departments as necessary to ensure an issue’s resolution.
• Provide excellent customer service by asking clarifying questions, having an understanding of organizational workflow, communicating effectively and clearly, and providing timely resolution.
• Assist in the creation and upkeep of a department FAQ, assist the team in creating training and support documentation, and assist in post-rollout system support.
• Maintain comprehensive knowledge of Enterprise Chain systems - learn and maintain extensive knowledge of live systems, including why they were built, how they are used, and common issues. Use that knowledge to resolve requests when possible.
• Collaborate with the Intranet team to provide recommendations for how systems can be improved to require less support in the future.
• Provide reporting and recommendations upline as needed regarding ministry processes, support request frequency, type, and average resolution time, as well as potential improvements to those metrics.
• Ensure appropriate permissions for employees utilizing solutions based on SharePoint, AgilePoint, PowerApps, and others.
• Participate in weekly team meetings using the Dean Radtke model to assist the team in accomplishing department goals.
• Other tasks as needed.