IT Support Technician

YWCA of Lubbock•Lubbock, TX

About The Position

The IT Support Technician provides remote technical assistance to end-users, troubleshooting and resolving computer hardware, software, network, and server-related issues. The role maintains customer satisfaction through timely responses and resolutions, and assists leaders in identifying potential future system challenges. It also analyzes existing systems and assets, recommends and implements solutions and upgrades, and provides IT-related training to staff. The position maintains essential IT infrastructure and coordinates internet, computer, and telephone services. It provides desktop and network support, manages user accounts, maintains hardware and software inventory, and works with vendors and service providers to help ensure reliable, secure, and updated technology systems. The role may also assist with website development and special projects, and is on call for periods assigned by a manager or CEO. The position requires travel to different locations in Lubbock during the day to service technical issues. Work may involve irregular hours, including evenings or weekends, and occasional extended periods at indoor or outdoor events. The work environment varies from quiet to loud and deliberate to fast-paced, with outdoor exposure to varying temperatures and conditions.

Requirements

Training in fundamental hardware and software support through education or experience.
Technology hardware and software competency.
Analytical skills, including process description, logic, problem diagnostics, and problem-solving.
Experience troubleshooting Windows, basic networking, and computer hardware.
Strong written and verbal communication skills.
Ability to relate well with a variety of populations.
Present a professional appearance and manner.
Pass a criminal history background check and FBI fingerprint check.
Flexibility to work irregular hours from time to time, including evenings or weekends.
Ability to learn and support the YWCA mission, vision, and policies to meet organizational goals without compromise.
Bachelor’s degree or related experience (preferred).
Two years of experience (preferred).

Nice To Haves

Bachelor’s degree or related experience.
Two years of experience.

Responsibilities

Maintain IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware.
Ensure network components work together to meet business needs and stay informed about new features and solutions.
Work with the network design vendor to support the security and updating of technology systems.
Maintain and coordinate internet, computer, and telephone system services.
Install selected software and hardware products.
Perform routine maintenance of computers and telephones.
Track and maintain hardware and software inventory.
Repair hardware and coordinate with service vendors and users to help ensure uninterrupted service.
Serve as the primary liaison between the company and internet and telephone service providers.
Help create and manage server user accounts and Office 365 user accounts.
Provide desktop and network support, technical assistance, and advice to users.
Train employees to use software and hardware, troubleshoot issues, and provide technical support as needed.
Recommend software and hardware changes to improve systems for end users.
Analyze processes, technologies, and vendors to identify areas for improvement.
Research and evaluate emerging technologies, hardware, and software.
Assist with website development and support.
Assist with special projects as assigned.
Be on call for periods as assigned by the manager or CEO.
Perform other duties as assigned.
Travel to different locations in Lubbock throughout the day to service technical issues.