IT Support Technician I

If you’re someone who enjoys solving problems, helping people, and keeping technology running smoothly, this could be a great fit. In this role, you’ll serve as the first point of contact for IT support requests, helping our employees both onsite and remotely with day-to-day technical needs while supporting the mission that helps save lives across Central Texas., This role serves as the first tier of support for incoming IT requests and is responsible for delivering timely, professional, customer-focused technical assistance. Responsibilities include, but are not limited to:

• Troubleshooting hardware, software, peripherals, and connectivity issues
• Supporting end-user applications including email, collaboration tools, phones, and virtual meeting platforms
• Assisting with password resets, account unlocks, and access requests according to departmental procedures
• Setting up, imaging, deploying, and refreshing workstations and equipment
• Supporting conference room and virtual meeting technology as needed
• Accurately documenting requests, troubleshooting steps, and resolutions within the ticketing system
• Gathering relevant details such as logs, screenshots, and error messages before escalating tickets
• Escalating more complex issues to Tier II support or Systems Administration with complete documentation
• Assisting with hardware inventory and asset management
• Coordinating with vendors as needed
• Participating in the IT on-call rotation for emergency support situations
• Following departmental service standards, internal procedures, and organizational security policies
• Supporting additional IT projects and responsibilities as assigned

Do you have a valid Driver’s License license?, Do you have experience in Task prioritization?, Do you have a High school diploma or GED?, * Minimum 2 years of computer hardware support experience required

• Minimum 2 years of enterprise-level IT helpdesk/support experience required
• High school diploma or equivalent required
• CompTIA A+ certification preferred
• Strong working knowledge of Windows operating systems, Microsoft Office / O365, and common end-user applications
• Basic understanding of hardware, peripherals, networking concepts, and troubleshooting best practices
• Strong communication, customer service, time management, and documentation skills
• Ability to work independently while also collaborating effectively within a team environment
• Willingness to learn, accept coaching, and grow within the IT department

Physical / Mental Requirements:

• Strong troubleshooting, critical thinking, and problem-solving skills
• Ability to prioritize multiple requests and shift focus as needed
• Ability to remain professional and customer-focused in a fast-paced environment with interruptions
• Flexibility for scheduled on-call support, including occasional evenings, weekends, and emergency situations
• Must be at least 21 years of age with a valid Texas driver’s license, acceptable driving record, and proof of liability insurance
• Ability to lift up to 30 pounds and maneuver around desks, equipment, and workstations