Platform Support Specialist, Full time

Position Summary

The Platform Support Specialist provides technical support, troubleshooting, and systems administration within The Wesleyan Church’s Microsoft ecosystem and key enterprise platforms, including SharePoint, Salesforce, NetSuite, and Stova/Meetingmax.

This role blends frontline IT support with advanced platform expertise to ensure reliable system performance, strong security practices, and an excellent user experience. The Specialist serves as a primary point of contact for end users, collaborates with internal subject matter experts and external vendors, and supports ongoing system improvements in alignment with TWC’s technology standards and mission.

Essential Responsibilities

• Provide technical troubleshooting, root cause analysis, and issue resolution within the Microsoft ecosystem and designated software platforms.
• Deliver Tier 1 support and escalate complex issues to Tier 2 and Tier 3 resources as appropriate, including internal experts, BDO Digital, and vendors.
• Administer and support systems, applications, and related services.
• Configure, secure, and maintain SharePoint and other TWC web assets in collaboration with the Applications Architect.
• Support event management systems (Stova/Meetingmax) in coordination with subject matter experts and vendors.
• Assist end users via phone, email, chat, and ticketing systems; provide onboarding, training, and demonstrations (e.g., lunch-and-learn sessions).
• Coordinate with BDO Digital and other third-party providers for platform maintenance and technical changes.
• Develop, update, and maintain IT and user-facing knowledge base documentation.
• Provide input to subject matter experts on long-term solutions and technology strategies.
• Ensure compliance with security, data protection, and organizational standards.
• Perform other related duties as assigned.

Qualifications

Knowledge, Skills, and Abilities

• Demonstrated expertise in Microsoft environments, including Entra, Azure, Exchange, SharePoint, Teams, and Power Platform.
• Experience and/or certifications in Salesforce, NetSuite/Oracle, and Stova (or similar event management platforms).
• Working knowledge of multiple operating systems (Windows, macOS, Linux/Unix variants).
• Strong understanding of networking, identity and access management, endpoint security, and ticketing systems.
• Proficiency with protocols and technologies such as TCP/IP, DNS, HTTP, SAML, OAuth, APIs, and ServiceNow.
• Knowledge of at least one computer programming or scripting language.
• Understanding of cloud security principles and best practices.
• Excellent organizational, time management, communication, and problem-solving skills.
• Strong attention to detail and commitment to service excellence.

Minimum Education and Experience

• Associate’s degree, bachelor’s degree, or equivalent experience in computer science, information systems, or a related field.
• Minimum of five (5) years of relevant IT support or systems administration experience.