IT Field Support Analyst

Diocese of Austin•Austin, TX

just now•Hybrid

About The Position

The IT Field Support Analyst provides on-site and remote technical support services to diocesan entities, including parishes, schools, and affiliated ministries located outside of the Pastoral Center. This position is responsible for troubleshooting, maintaining, installing, and supporting hardware, software, endpoint devices, and cloud-based systems to ensure reliable technology operations across diocesan locations. The IT Field Support Analyst serves as a Tier II technical support resource and responds to service requests requiring hands-on technical assistance, diagnosis, repair, implementation, and end-user training. The position works under the direction of the Director of Information Technology and exercises independent judgment, initiative, and strong customer service skills in resolving technical issues and supporting ministry operations.

Requirements

Knowledge of the structure, mission, and basic teachings of the Roman Catholic Church.
Knowledge of Microsoft Windows operating systems, macOS, Microsoft 365, and common business software applications.
Knowledge of computer hardware, printers, mobile devices, audiovisual equipment, networking concepts, wireless connectivity, and peripheral devices.
Knowledge of Help Desk operations, ticketing systems, and technical support best practices.
Skilled in troubleshooting and diagnosing hardware, software, connectivity, and end-user technical issues.
Skilled in Microsoft Office Suite and Adobe products.
Ability to communicate technical information clearly and professionally to users with varying levels of technical proficiency.
Ability to provide excellent customer service and maintain effective working relationships with clergy, religious, diocesan staff, parish staff, school personnel, and volunteers.
Ability to organize, prioritize, and manage multiple assignments while meeting deadlines.
Ability to work independently with minimal supervision and exercise sound judgment in problem-solving.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to prepare and maintain accurate technical documentation and records.
Ability to travel regularly throughout the Diocese of Austin to provide on-site support services.
Ability to lift and transport technology equipment and supplies as needed.
Ability to follow instructions furnished in verbal or written form.
High School Diploma or GED acceptable to the Texas Education Agency required.
Two (2) years of full-time wage-earning experience providing technical support in a Windows and/or Apple environment required.
Experience supporting Microsoft 365, Windows 10/11, macOS, mobile devices, cloud-based applications, and end-user computing environments required.
Experience providing on-site field support and customer-facing technical assistance.
English (proficient in conversing, reading, and writing).
Comp TIA - A+ required.
Valid Texas driver’s license.
Must maintain compliance with the Diocese of Austin Ethics and Integrity in Ministry (EIM) policies throughout the employment period.

Nice To Haves

Associate degree or technical certification in Information Technology, Computer Science, or related field preferred.
Experience in a nonprofit, educational, or church environment preferred.
Bilingual in English and Spanish preferred.
Must be a practicing Roman Catholic in good standing preferred.
Security+ along with any Microsoft Certs are preferred.

Responsibilities

Provide on-site and remote technical support to diocesan staff, parishes, schools, and affiliated ministries for hardware, software, network, and system-related issues.
Respond to escalated Tier II support requests and troubleshoot technical issues involving desktops, laptops, printers, mobile devices, audiovisual equipment, and peripheral devices.
Install, configure, maintain, and repair computer hardware, operating systems, software applications, and related equipment.
Deploy, support, and troubleshoot Microsoft 365 services, Windows 10/11 operating systems, macOS devices, mobile devices, and cloud-based applications.
Perform workstation setups, user account configurations, equipment replacements, technology refreshes, and end-user migrations.
Assist with troubleshooting wired and wireless network connectivity issues and coordinate with internet service providers and third-party vendors as needed.
Support diocesan cybersecurity standards and assist with endpoint security measures, software updates, password management, and security best practices.
Accurately log, track, document, and resolve technical support requests using diocesan Help Desk and ticketing systems.
Provide technical instruction and user support to staff regarding hardware, software applications, cybersecurity awareness, and technology best practices.
Maintain inventory records for diocesan technology equipment and assist with asset lifecycle management.
Coordinate and manage scheduled on-site support visits throughout the Diocese of Austin.
Maintain professionalism, confidentiality, and excellent customer service while supporting clergy, religious, employees, volunteers, and ministry leaders.
Maintain a work schedule that maximizes support availability and responsiveness to diocesan entities.
Perform other duties as assigned.