IT Support Technician at New Braunfels Utilities – New Braunfels, Texas

Position Summary

The Information Technology Support Technician is responsible for assisting users with software and hardware problems. Repair, maintain, and set up technology-related equipment. Facilitate data backup processes.

Essential Duties & Responsibilities

• Installs, maintains, and provides technical support for users

• Performs hardware, software, and applications support and preventative maintenance

• Performs end-to-end environment-appropriate support utilizing best practices and documented procedures

• Maintain all asset management records related to desktop hardware, software, and peripherals.

• Logs all incoming incidents and completes requests.

• Contacts and coordinates with vendors regarding the repair of systems under warranty.

• Escalates more complex calls to the relevant IT division to support members in a timely manner.

• Provide full user support for the standard application software to meet staff needs.

• Develops, documents, publishes, and provides communications

• Records incidents and events information relating to troubleshooting and resolutions

• Installs, configures, maintains, and analyzes various types of computer hardware and software, including

desktops, laptops, printers, scanners, peripherals, desk phones, and iPhones/iPads.

• Assist in running AV for official NBU meetings, as requested.

• Displays a strong commitment to customer service.

• Knowledge of business operations and systems requirements process.

• Skill in effective verbal and written communication.

• Ability to install computer hardware and software.

• Ability to manage the processing of incoming incidents & service requests to the Service Desk via

telephone, e-mail, and self-service intake channels to ensure courteous, timely, and effective resolution of end-user issues

• Ability to read and comprehend departmental policies, technical/repair manuals, and user guides.

• Ability to maintain positive working relationships with all personnel, outside agencies, and vendors.

• Ability to serve in a diplomatic and professional manner; must have strong interpersonal skills.

• Ability to work with detailed information for sustained periods of time.

• Ability to demonstrate proficiency in Windows-based environment.

• Ability to use good judgment, think outside the box, and see the bigger picture.

• Ability to create development and communication of help sheets, usage guides, and FAQs for end users

• Work weekends and evenings as necessary on an on-call basis.

GENERAL RESPONSIBILITIES

- Maintain regular attendance; leave schedule should be managed to not interfere with the ability to

accomplish tasks, including special projects and assignments with deadlines

- Adhere to NBU safety guidelines and practices at all times and in all situations

- Maintain a clean and safe work area, office, field site, and vehicle as applicable

- Develop & maintain effective customer service skills for communications with co-workers, customers, and

the public, in general

- Maintain strict confidentiality of business, employee, and customer information in written and oral

communications and safeguard sensitive documents

- Adhere to NBU policies and procedures

- Exemplifies NBU Core Values of Integrity, Stewardship, Culture, Team and Safety

- Participate in and support initiatives to reach annual NBU Performance Measures

Formal Education and Work Experience Requirements

Degree/Diploma Obtained: Bachelors

Work Experience Time Frame: One Year or More Field of Study: Computer Science, Info Systems Mgmt

Certification and Licensure Requirements

CompTIA A+ certification or better highly recommended

Other Minimum Qualifications

- Bachelor’s Degree in Information Technology, Computer Science, or related field

- Relevant experience in job duties listed above may be substituted to meet the educational requirement.

- Must be available to periodically work after normal business hours or on weekends for emergency purposes.