IT Support Technician I in Austin, Texas at We Are Blood

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

If you’re someone who enjoys solving problems, helping people, and keeping technology running smoothly, this could be a great fit. In this role, you’ll 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 & 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 driver’s 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.