IT Technician

The IT Technician provides Tier 1 and Tier 2 technical support for all organizational users across OSBI campuses. This role is responsible for troubleshooting, resolving, and escalating technology issues while delivering excellent customer service in support of OSBI’s mission.

The IT Technician assists in maintaining organizational IT infrastructure, supports asset tracking, and collaborates with the IT Manager on systems administration, cybersecurity monitoring, and vendor coordination. This role does not serve as the primary infrastructure decision-maker but plays a critical support role in maintaining stable, secure, and user-friendly technology systems., 1. Tier 1 & Tier 2 IT Support

· Field incoming IT support requests via ticketing system, phone, and in-person.

· Respond within 1 business day to establish resolution timelines.

· Resolve:

o Password resets

o Account provisioning

o Email and M365 access issues

o Printer connectivity

o Basic network connectivity

o Software troubleshooting

o Hardware diagnostics

· Escalate Tier 3 / infrastructure-level issues to the IT Manager or appropriate vendor.

· Maintain accurate ticket documentation and resolution notes.

Resolution Targets (Service-Level Goals, Not Guarantees):

· Low complexity: within 1-2 business days

· Medium complexity: within 3-5 business days

· High complexity: escalated within 1 business day

1. Hardware & Asset Management

· Inventory and track all organizational IT assets.

· Prepare and deploy new computers and devices.

· Re-image and reassign equipment as needed.

· Coordinate warranty and repair services with vendors under direction of IT Manager.

· Assist with network hardware installations (cabling, workstation setup).

1. Systems & Infrastructure Support (Assistive Role)

· Assist IT Manager with:

o User administration in Microsoft 365

o SaaS platform implementation support

o Printer fleet troubleshooting (e.g., enterprise devices such as Canon)

o Firewall and access point troubleshooting in environments such as Cisco Meraki

· Monitor alerts and escalate security or network concerns promptly.

· Support routine patching and updates across endpoints.

Note: Infrastructure configuration, cybersecurity threat mitigation, and vendor contract negotiation remain the responsibility of the IT Manager.

1. Vendor & Service Coordination (Support Role)

· Submit service tickets with vendors (e.g., Microsoft, Comcast, Canon) as directed.

· Track open issues and update IT Manager on status.

· Document recurring vendor-related problems.

1. Training & Onboarding Support

· Provide basic IT orientation for new employees.

· Offer guidance on best practices for password security, phishing awareness, and safe technology use.

· Create simple documentation and how-to guides as needed.

Customer Service Expectations

· Maintain a respectful, patient, and service-oriented approach.

· Communicate clearly and professionally with all stakeholders.

· Provide status updates on open requests.

· Support colleagues in a manner consistent with OSBI’s mission and values.

Continuous Improvement:

· Continuously evaluate job procedure and effectiveness and collaborate with the Senior Director of Operations to implement improvements and best practices adjustments to processes and procedures within the organization.

· Seek opportunities to collaborate with and learn from colleagues to achieve a greater degree of service to the organization and its program members.

· Demonstrate self-awareness of strengths and challenges and implement strategies to enhance strengths and address challenges.

Pay: $15.75 per hour

Expected hours: 40.0 per week

· Associate degree in IT, Computer Science, or related field required; Bachelor’s degree preferred.

· 1-3 years of IT support experience in a professional environment.

· Experience supporting:

o Windows and Mac OS

o Microsoft 365 (user administration, licensing, basic troubleshooting)

· Foundational understanding of networking concepts (TCP/IP, Wi-Fi, switches, firewalls).

· Exposure to enterprise tools such as Cisco Meraki and Microsoft 365 preferred but not required.

· Prior customer service experience required.

· Experience in nonprofit or mission-driven environments preferred.

· Strong communication and documentation skills.

· Ability to prioritize and manage multiple support requests effectively., * High school or equivalent (Preferred)

Experience:

• IT: 1 year (Preferred)

License/Certification:

• Drivers Licenses (Preferred)

Ability to Commute:

• Glendale, AZ 85308 (Preferred)

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance