IT Field Support Analyst

Job Summary:

The IT Field Support Analyst provides on-site and remote technical support services to diocesan entities including parishes schools and affiliated ministries located outside of the Pastoral Center. This position is responsible for troubleshooting maintaining installing and supporting hardware software endpoint devices and cloud-based systems to ensure reliable technology operations across diocesan locations.

The IT Field Support Analyst serves as a Tier II technical support resource and responds to service requests requiring hands-on technical assistance diagnosis repair implementation and end-user training. The position works under the direction of the Director of Information Technology and exercises independent judgment initiative and strong customer service skills in resolving technical issues and supporting ministry operations.

Ministerial Character

The Bishop is the visible principle and foundation of unity in the particular Church (the diocese) entrusted to a unique and visible way he makes Christs mission present and enduring as Shepherd of the Christian order to fulfill his mission the Bishop employs suitable chosen collaborators (clerics religious or lay people). He shares with them the apostolic mission and entrusts various responsibilities to them.

Each position employed in the Diocese of Austin helps to extend the ministry of the Bishop in particular ways as outlined in the job description. Therefore the employee in this position is closely connected to and assists the Bishop in the performance of his ministry and thereby engages in ministry for the church.

Essential Job Duties

As an integral part of your ministry for the Church as carried out in this position support and uphold the philosophy of Catholic ministry and the mission of the Diocese of Austin in both your professional and personal life.

Act as a witness to Gospel values by modeling the teachings of the Catholic Church.

Continuously grow in your ministry by participating in religious ceremonies training sessions and reflection activities as directed.

Provide on-site and remote technical support to diocesan staff parishes schools and affiliated ministries for hardware software network and system-related issues.

Respond to escalated Tier II support requests and troubleshoot technical issues involving desktops laptops printers mobile devices audiovisual equipment and peripheral devices.

Install configure maintain and repair computer hardware operating systems software applications and related equipment.

Deploy support and troubleshoot Microsoft 365 services Windows 10/11 operating systems macOS devices mobile devices and cloud-based applications.

Perform workstation setups user account configurations equipment replacements technology refreshes and end-user migrations.

Assist with troubleshooting wired and wireless network connectivity issues and coordinate with internet service providers and third-party vendors as needed.

Support diocesan cybersecurity standards and assist with endpoint security measures software updates password management and security best practices.

Accurately log track document and resolve technical support requests using diocesan Help Desk and ticketing systems.

Provide technical instruction and user support to staff regarding hardware software applications cybersecurity awareness and technology best practices.

Maintain inventory records for diocesan technology equipment and assist with asset lifecycle management.

Coordinate and manage scheduled on-site support visits throughout the Diocese of Austin.

Maintain professionalism confidentiality and excellent customer service while supporting clergy religious employees volunteers and ministry leaders.

Maintain a work schedule that maximizes support availability and responsiveness to diocesan entities.

Perform other duties as assigned.

Knowledge Skills and Abilities

Knowledge of the structure mission and basic teachings of the Roman Catholic Church.

Knowledge of Microsoft Windows operating systems macOS Microsoft 365 and common business software applications.

Knowledge of computer hardware printers mobile devices audiovisual equipment networking concepts wireless connectivity and peripheral devices.

Knowledge of Help Desk operations ticketing systems and technical support best practices.

Skilled in troubleshooting and diagnosing hardware software connectivity and end-user technical issues.

Skilled in Microsoft Office Suite and Adobe products.

Ability to communicate technical information clearly and professionally to users with varying levels of technical proficiency.

Ability to provide excellent customer service and maintain effective working relationships with clergy religious diocesan staff parish staff school personnel and volunteers.

Ability to organize prioritize and manage multiple assignments while meeting deadlines.

Ability to work independently with minimal supervision and exercise sound judgment in problem-solving.

Ability to maintain confidentiality and handle sensitive information appropriately.

Ability to prepare and maintain accurate technical documentation and records.

Ability to travel regularly throughout the Diocese of Austin to provide on-site support services.

Ability to lift and transport technology equipment and supplies as needed.

Ability to follow instructions furnished in verbal or written form.

Minimum Qualifications

Education and Training

High School Diploma or GED acceptable to the Texas Education Agency required.

Associate degree or technical certification in Information Technology Computer Science or related field preferred.

Experience

Two (2) years of full-time wage-earning experience providing technical support in a Windows and/or Apple environment required.

Experience supporting Microsoft 365 Windows 10/11 macOS mobile devices cloud-based applications and end-user computing environments required.

Experience providing on-site field support and customer-facing technical assistance.

Experience in a nonprofit educational or church environment preferred.

Language Requirement:

English (proficient in conversing reading and writing).

Bilingual in English and Spanish preferred.

Catholic Requirement:

Must be a practicing Roman Catholic in good standing preferred.

Licenses/Certifications:

Comp TIA - A required Security along with any Microsoft Certs are preferred.

Valid Texas drivers license.

Must maintain compliance with the Diocese of Austin Ethics and Integrity in Ministry (EIM) policies throughout the employment period.

Working Conditions:

All employees of the Diocese of Austin are engaged in ministry and closely tied to the Bishop in the exercise of his ministry and obligations to the church.

The Diocese of Austin is an at-will employer.

All buildings and vehicles owned by the Diocese of Austin are tobacco-free.

Working in a fast-paced environment with priorities and plans that may change rapidly.

Working on weekends evenings and some holidays may be required.

Will be exposed to religious ceremonies conduct and speech including Catholic Christian prayer and liturgical celebrations

Will be required to adhere to established dress codes and conduct standards.

May be required to use personal or diocesan vehicles to drive to parishes or other off-site locations.

Traveling within and outside the diocese to meetings and other events may be required and travel may include overnight lodging.