IT TECHNICIAN - HYBRID

PRIMARY FUNCTION/RESPONSIBILITY

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Manage customer experience for employees and contractors submitting technology related service requests. Communicate effectively with internal and external customers about the resolution of their service requests. Provide routine training and support in the use of company technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person) based on the individual preferences of internal and external customers.
• Document all efforts for incoming requests within an electronic system to track tickets.
• Communicate (written and orally) regarding all efforts made through the assignment, troubleshooting and resolution of issue. 
• Triage customer need, providing immediate support for routine requests as assigned per department SLA. 
• Escalate high-priority requests or tickets outside of expertise to Senior Technician appropriately.
• Proactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolved.
• Install, modify, and repair computer hardware and software.
• Clean-up/reset computers, removing unwanted, unwarranted software, returning to initial system delivery state.
• Run diagnostic programs to resolve problems for endpoints, cell phone and peripherals. 
• Diagnose technical problems with endpoint connectivity to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. 
• Set up computers and equipment as requested for routine business needs including but not limited to department needs, device lifecycle and reasonable accommodations for staff members. 
• Travel as needed (30%) between facilities in San Antonio, New Braunfels, and Bulverde, TX.
• Meet vendors and provide them with appropriate access to facilities.
• Work independently on special projects under direction of the IT leadership.
• As assigned, act as part of a Cybersecurity Incident Response Team under the direction of the Cybersecurity Analyst and IT management.
• Performs other related duties as assigned.

QUALIFICATIONS

Required:

Preferred:

Certifications: ITIL v4 Foundations, CompTIA A+, Microsoft and/or Google IT Support Certificate

PHYSICAL/MENTAL REQUIREMENTS

• Pick up or move light equipment.
• Body mobility to stoop, kneel, bend, reach, and walk.
• Light to moderate lifting.
• Must have the ability to communicate both verbally and in writing.
• Light and ventilation are found in a typical home setting.
• Campuses are smoke-free, except on permitted campuses in designated areas.
• Possible injury when lifting or moving if employee fails to use proper body mechanics, or if proper techniques are not used.

DESCRIPTION OF ORGANIZATIONAL RELATIONSHIP/REPORTING RELATIONSHIPS

Supervised by: Director of IT

Supervises: N/A