IT TECHNICIAN - HYBRID

SJRC Texas Inc•New Braunfels, TX

4d•$45,000 - $50,000•Hybrid

About The Position

This position has a hybrid schedule and will be required to be on site at our Bulverde, New Braunfels and San Antonio locations as needed. The IT Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. They will manage the customer experience for employees and contractors submitting technology-related service requests, communicating effectively about the resolution of their service requests. The role also involves providing routine training and support in the use of company technology.

Requirements

1+ years’ applicable Information Technology experience

Nice To Haves

Associate degree from an accredited college or university in technology or related field
Certifications: ITIL v4 Foundations, CompTIA A+, Microsoft and/or Google IT Support Certificate
Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred.
Experience supporting clients in a fully cloud Microsoft platform environment, Office 365, Entra ID, DocuSign, and VoIP platforms.

Responsibilities

Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person) based on the individual preferences of internal and external customers.
Document all efforts for incoming requests within an electronic system to track tickets.
Communicate (written and orally) regarding all efforts made through the assignment, troubleshooting and resolution of issue.
Triage customer need, providing immediate support for routine requests as assigned per department SLA.
Escalate high-priority requests or tickets outside of expertise to Senior Technician appropriately.
Proactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolved.
Install, modify, and repair computer hardware and software.
Clean-up/reset computers, removing unwanted, unwarranted software, returning to initial system delivery state.
Run diagnostic programs to resolve problems for endpoints, cell phone and peripherals.
Diagnose technical problems with endpoint connectivity to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Set up computers and equipment as requested for routine business needs including but not limited to department needs, device lifecycle and reasonable accommodations for staff members.
Travel as needed (30%) between facilities in San Antonio, New Braunfels, and Bulverde, TX.
Meet vendors and provide them with appropriate access to facilities.
Work independently on special projects under direction of the IT leadership.
As assigned, act as part of a Cybersecurity Incident Response Team under the direction of the Cybersecurity Analyst and IT management.
Performs other related duties as assigned.