IT Support Technician I

Regular Full-TimeProfessionals

Austin, TX, US

5 days agoRequisition ID: 1550

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

If youre someone who enjoys solving problems, helping people, and keeping technology running smoothly, this could be a great fit. In this role, youll 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.

Responsibilities: This role serves as the first tier of support for incoming IT requests and is responsible for delivering timely, professional, customer-focused technical assistance. Responsibilities include, but are not limited to:

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

Skills, Education and Experience:

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

CompTIA A+ certification preferred

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

Physical / Mental Requirements:

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 drivers license, acceptable driving record, and proof of liability insurance

Ability to lift up to 30 pounds and maneuver around desks, equipment, and workstations

Additional Information: Background check, references, and drug screening required. We Are Blood is a drug-free workplace.

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