IT Help Desk Technician

Robotics Education & Competition (REC) Foundation•Greenville, TX

About The Position

This role is responsible for providing technical support and assistance to users, ensuring the smooth operation of technology systems. Key duties include managing support requests, diagnosing and resolving technical issues, configuring hardware and software, and maintaining IT infrastructure. The position also involves contributing to IT initiatives, creating documentation, and providing training to staff. Additionally, the role requires upholding organizational policies and delivering exceptional customer service.

Requirements

Experience in IT support or a similar role
Proficiency in diagnosing and resolving hardware, software, and equipment issues
Familiarity with setting up and configuring user accounts, hardware, software, and equipment
Knowledge of onboarding and offboarding processes
Experience with inventory management of technology equipment and software licenses
Ability to create and maintain internal knowledge base articles (KBAs) and end-user training documentation
Skills in conducting in-person and virtual training sessions
Understanding of organizational policies and standards
Exceptional customer service skills
Ability to maintain an ethical, trusting, inclusive, and productive work environment
Ability to provide continual feedback
Familiarity with remote monitoring and management (RMM) tools
Experience with system installations, upgrades, replacements, and software configurations
Ability to monitor and maintain phone systems

Nice To Haves

Experience with the REC Foundation's specific policies and procedures

Responsibilities

Monitor technology requests and respond promptly to all support requests
Triage support requests and assign tickets to appropriate team members or departments when necessary
Diagnose and resolve basic to moderately complex hardware, software, and equipment issues
Guide users through step-by-step solutions in a clear, professional manner to ensure a positive experience
Escalate unresolved issues to internal IT or development teams, and monitor progress to resolution
Document issues, troubleshooting steps, and final resolutions in appropriate systems
Set up and configure user accounts, hardware, software, and equipment
Assist with onboarding and offboarding processes for users accounts, hardware, software, and equipment
Maintain accurate inventory of technology equipment and software licenses
Support periodic audits of staff technology and supplies
Provide support for system installations, upgrades, replacements, and software configurations
Monitor and maintain the Greenville Office phone system
Assist with submitting technical or feature requests to internal development teams
Perform remote monitoring and management (RMM), compliance audits, and account/device health checks
Create and maintain internal knowledge base articles (KBAs) and end-user training documentation
Conduct in-person and virtual training sessions for individual staff, departments, or the broader organization
Ensure technology needs for events are allocated, supported, and dispersed appropriately
Contribute to IT initiatives, audits, events, and system/process improvements
Stay up to date on system updates, product changes, and emerging technologies relevant to the organization
Understand, uphold, and implement organizational policies and standards, including but not limited to: Student-Centered Policy, Code of Conduct, Youth Protection Policy, Commitment to Event Excellence, and the Employee Handbook
Deliver exceptional customer service to REC Foundation customers, internally and externally
Uphold organization policies and standards, including but not limited to policies found in the Employee Handbook
Ensure and maintain an ethical, trusting, inclusive, and productive work environment
Provide continual feedback to help maintain program integrity
Perform other duties as assigned