IT Coordinator

The objective of this position is made up of two foundational pillars. The first pillar represents the "what" of the role; Providing helpdesk support and technical assistance to CTFB team members onsite at our Waco office, and remotely for our Austin Office. Responsibilities include, but are not limited to, the set-up and support of staff computers, onboarding duties, printer and A/V management, installation, and diagnosis of software and hardware problems; preventive maintenance, upgrading, repairing, and ultimately, inventing solutions to provide optimal performance for our fellow team members. The second pillar regards the "how" of the role; IT as a department leans heavily into building and maintaining strong, active relationships with departments across the organization. At CTFB, the IT department isn't content with keeping a reactionary posture, rather, we start conversations, ask questions, check on team members, seeking out those unrealized opportunities to invent a better way. As an IT Coordinator at CTFB, your objective will be to serve as a trusted steward of the organization's technology. In achieving that, what you'll be asked to do is to support, protect, and grow the organization's function using your technical knowledge; How you'll be asked to do that is with a sense of commitment to service, integrity, dignity, innovation, and collaboration.

Relationships This position reports to the Manager of IT, who is located onsite at the Austin office. This position is highly visible and works to support all departments at CTFB, requiring extensive interaction with and service to the greater organization. This position also works with external stakeholders to include third-party support services. The IT Coordinator must be able to exercise discretion and independent judgment in their work and work effectively across organizational lines. By nature, this role is highly social interaction oriented. This role does not supervise other team members., End-User Support

• First point of contact for helpdesk tickets
• Provide reliable, friendly, and responsive support
• Troubleshoot hardware, software, and access issues
• Support remote and onsite staff
• Own ticket intake, documentation, triage, and escalation handoff

Device & Asset Management

• Provision, deploy, and maintain endpoints
• Track inventory and lifecycle
• Manage check-in/out process
• Stage and prepare IAM/onboarding/offboarding

Systems & Administration

• Manage Active Directory, M365, Exchange
• Support VoIP and SaaS tools
• Maintain backups and assist in restoration
• Handling and protecting confidential information

Operations & Improvement

• Identify and recommend technology improvement
• Develop skills through shadowing, delegated project tasks, and training materials
• Leverage ticket metrics/tagging to find opportunities for process improvement and automation

Do you have experience in Windows?, Do you have a High school diploma or GED?, Required:

• Highschool Diploma
• 3+ years of hands-on IT support in a business environment
• Strong Windows 10/11 administration and troubleshooting
• Experience with Active Directory and Microsoft 365 Suite (SharePoint, Exchange, Entra, Intune)
• Experience managing user accounts, devices, and permissions
• Proven customer service and communication skills to a wide array of user proficiency level
• Ability to independently digest new technical knowledge and then consult others
• Conversational proficiency at boiling down complex topics into non-technical verbiage
• Comfort approaching ambiguity and being the one to dispel it

Preferred:

• Nonprofit and/or MSP experience
• Experience in multi-site environments
• Basic networking skills
• Certifications (MS, Cisco, CompTIA, Security, Okta, etc.)

Pulled from the full job description

• 403(b) matching
• 403(b)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Hours of Operation: Monday-Friday 8:00 a.m. - 5:00 p.m., some evening and weekend hours may be required, especially during peak times, disaster response, or holidays
• Environment: This position works in a typical office setting onsite at our Waco facility. There may be extended periods of sitting, standing and/or bending; listening, talking and/or visual concentration; writing and/or computer use. Occasional work will occur in a warehouse setting. The position also requires working independently and with others on a team.
• Travel: CTFB serves 21 counties in central Texas and often requires same-day travel between counties, using a personal vehicle, CTFB passenger fleet and possibly occasional out of town travel for meetings, special events or meeting for some positions.

Comprehensive Benefits We are committed to service, above all else, in our community and for our team members. With our commitment to the health and wellness of our team members, we provide a full benefits package to include the following:

• Medical, dental, and vision plans,
• Company paid short and long term disability insurance plus employee life insurance,
• 403b retirement plan plus up to 5% matching contribution after one year of service,
• Telemedicine for physical and mental health,
• Employee assistance program,
• Paid time off including paid holidays,
• Outdoor seating area with a garden view, and an
• On-site gym with a shower.

In addition, Central Texas Food Bank is designated a Texas Mother-Friendly Workplace AND a Best Place for Working Parents. Grow your career, build your network and develop your talents while enjoying the flexibility of a family-friendly environment.