SR. IT TECHNICIAN - HYBRID chez undefined

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.

PRIMARY FUNCTION/RESPONSIBILTY

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Manage customer experience for employees and contractors submitting technology-related service requests. Communicate effectively with internal and external customers about the resolution of their service requests. This role blends a unique balance of team leadership, technical acumen, and IT Service Management (ITSM) to enhance service delivery, overall support performance, and operational success of the helpdesk team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primary dispatch of all incoming tickets between level one technicians, specialists (Cybersecurity Analysts, Infrastructure Engineer, Data team), and IT leadership within the organization, meeting given SLAs
• Collaborate with Tier 1 and Specialists to ensure seamless helpdesk support. 
• Serve as Tier 2 escalation point for technicians for all IT tickets, including escalating to specialists, and/or leadership when appropriate. 
• Provide support for escalated service requests and issues related to endpoints, cellphones, software, and other hardware, as determined by IT leadership, via multiple modalities (phone, email, Teams, and in-person) based on the individual preferences of internal and external customers and IT policy and procedures.
• Serve as an educational resource for IT Technicians for issues requiring additional troubleshooting.
• Communicate all IT requests (written and oral) within an electronic system to track tickets. 
• Assist in the development and implementation of advanced support documentation and training material.
• Communicate with IT leadership regarding potential root causes of influx of tickets or issues as seen across IT landscape. 
• Escalate high-priority requests appropriately to the Cybersecurity Analyst, IT Infrastructure Engineer, or IT leadership as necessary. 
• Provide excellent customer service, communicating timelines and next steps on the issue that is being resolved.
• Provide feedback to Director of IT regarding areas of improvement and issues that the helpdesk team is facing.
• Install, modify, and repair computer hardware and software as needed. 
• Serve as an internal resource in evaluating hardware issues and appropriate resolutions.
• Clean-up/reset computers utilizing scripting, Intune and RMM policy to remove unwanted or unwarranted software, returning to initial system delivery state.
• Run diagnostic programs to resolve problems as designated and approved in communication with IT leadership.
• Diagnose basic technical problems with endpoint connectivity to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to provide initial documentation to specialists as needed. 
• Coordinate the preparation of equipment for new hires and staff transferring internally.
• Coordinate the retrieval of equipment for staff that are at the end of their employment with the organization. 
• Serve as secondary point of contact for Human Resources team for administrative tasks (including but not limited to account shutdown for end of employment, coordination of equipment retrieval, delegations of account changes for internal changes, and new hire set ups (hardware and profiles).
• Set up computers and equipment as requested for routine business needs
• Work alongside the Director of Technology, VP of IT, and specialists to improve the existing posture of the organization, including but not limited to PowerShell scripts, Intune policy, and RMM policy.
• Pick up or move light equipment
• Travel as needed (30%) between facilities in San Antonio, New Braunfels, and Bulverde, TX
• Meet and coordinate with vendors and provide them with appropriate access to facilities for service needs.
• Work independently on special projects under the direction of the Director of IT and/or VP of IT
• 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

QUALIFICATIONS

Required:

• Associate degree from an accredited college or university in technology or related field.
• 2+ years’ applicable IT experience (troubleshooting in software, hardware and network issues)
• 2+ years’ experience in Entra/Office 365 Admin centers
• Experience can be substituted for degree

Preferred:

• Bachelor’s Degree from an accredited college or university in technology or related field.
• 4+ years’ applicable experience
• 1+ years in patch management/policy creation
• 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. 

PHYSICAL/MENTAL REQUIREMENTS

• Body mobility to stoop, kneel, bend, reach, and walk.
• Light to moderate lifting.
• Must have the ability to communicate both verbally and in writing.
• Must have the ability to give and receive verbal and written instructions (with or without hearing aids).
• Must have fine vision, sustained vision, and peripheral vision (with or without glasses).
• Light and ventilation are found in a typical home setting.
• Campuses are smoke-free, except on permitted campuses in designated areas.
• Possible injury when lifting or moving if employee fails to use proper body mechanics, or if proper techniques are not used.

DESCRIPTION OF ORGANIZATIONAL RELATIONSHIP/REPORTING RELATIONSHIPS

Supervised by:            Director of IT

Supervises:                N/A