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SR IT TECHNICIAN

Remote: 
Hybrid
Contract: 
Full time
Work from: 

SJRC Texas | Belong logo
SJRC Texas | Belong http://www.sjrctexas.org
201 - 500 Employees
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Job description

This position has a hybrid schedule and will be required to be on site at our Bulverde, New Braunfels and San Antonio locations as needed.

Primary Function/Responsibilty

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 for employee base and IT Technicians.

Essential Duties And Responsibilities

  • Provide technical assistance and support for escalated service requests and issues related to endpoints, cellphones, software, and other hardware via multiple modalities (phone, email, Teams, and in-person) based on the individual preferences of internal and external customers
  • Serves as an educational resource for IT Technicians for issues requiring additional troubleshooting.
  • Document all requests within an electronic system to track tickets, monitor and evaluate the ticket queue and assign to IT Technicians based on strength and other internal resources as defined by SLAs and as directed by Director of IT.
  • Be able to communicate (written and oral) regarding any issues that can be identified based on influx of tickets or issues affecting subgroups or organization to IT leadership.
  • Escalate high-priority requests appropriately to the Cybersecurity Analyst, IT Infrastructure Engineer or IT leadership as necessary.
  • 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.
  • Provide feedback to Director of IT regarding training needs for IT Technicians and areas of improvement.
  • 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.
  • 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.
  • Travel as needed (30%) between facilities in San Antonio, New Braunfels, and Bulverde, TX.
  • Meet and coordinate with vendors and provide them with appropriate access to facilities for service needs.
  • Work independently on special projects under direction of 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:

  • Associate degree from an accredited college or university in technology or related field.
  • 2+ years’ applicable experience
  • Experience can be substituted for degree

Preferred

  • Bachelor’s Degree from an accredited college or university in technology or related field.
  • 4+ years’ applicable experience
  • Certifications: ITIL v4 Foundations, CompTIA A+, Microsoft and/or Google IT Support Certificate
  • Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred. Experience supporting clients in a fully cloud Microsoft platform environment, Office 365, Entra ID, DocuSign, and VoIP platforms.

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.
  • Must have the ability to give and receive verbal and written instructions (with or without hearing aids).
  • Must have fine vision, sustained vision, and peripheral vision (with or without glasses).
  • 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: Vice President of IT

Supervises: N/A

Required profile

Experience

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