IT Support Technician I

We Are Blood•Austin, TX

2d•Hybrid

About The Position

We Are Blood, your local nonprofit blood bank, is looking for an IT Support Technician I to join our team. 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.

Requirements

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
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
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

Nice To Haves

CompTIA A+ certification preferred

Responsibilities

Serves as the first tier of support for incoming IT requests and is responsible for delivering timely, professional, customer-focused technical assistance.
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