IT Support Technician & Systems Support Specialist (On-site)

United States·Lubbockmid

Customer SupportIt Support Specialist

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Overview

Position SummaryThe IT Technician & Systems Support Specialist serves as the primary technology resource for the organization, ensuring staff have reliable access to the hardware, software, networks,

Technical Tools

Customer SupportIt Support Specialist

Position Summary
The IT Technician & Systems Support Specialist serves as the primary technology resource for the organization, ensuring staff have reliable access to the hardware, software, networks, audio/visual systems, and technology tools needed to perform their work effectively. This role provides hands-on technical support, manages IT infrastructure, maintains cybersecurity standards, supports facility AV systems for events and rentals, and coordinates technology-related projects and improvements across multiple departments.

The position requires a highly adaptable professional who can balance urgent technical support needs with long-term technology planning, system maintenance, and organizational technology initiatives.

Essential Duties and Responsibilities
Technical Support & Troubleshooting

Serve as the primary point of contact for staff technology support requests.
Diagnose and resolve hardware, software, printer, network, and connectivity issues.
Respond to and prioritize help desk tickets based on urgency and operational impact.
Assist with user account management, password resets, and system access requests.
Troubleshoot and resolve issues involving computers, mobile devices, peripherals, and business applications.

Systems Administration & Infrastructure

Maintain organizational computer systems, servers, networks, wireless infrastructure, and connected devices.
Apply software updates, security patches, and routine system maintenance.
Monitor system performance and address potential issues before they disrupt operations.
Support data backup and disaster recovery processes.
Maintain technology inventory and equipment lifecycle management.
Configure and deploy new hardware and software as needed.

Cybersecurity & Compliance

Support organizational cybersecurity initiatives and best practices.
Assist with user security awareness and phishing prevention education.
Ensure proper management of user permissions and access controls.
Maintain compliance with organizational security protocols and data protection requirements.

Audio/Visual (AV) Systems Management

Manage, maintain, and troubleshoot facility audio/visual systems.
Provide technical support before and during meetings, special events, conferences, and facility rentals.
Ensure AV equipment is operational and properly configured for event needs.
Train staff on proper AV equipment use and basic troubleshooting.
Coordinate repairs, upgrades, and maintenance of AV equipment when necessary.

Technology Project Management

Coordinate and implement technology upgrades and improvement projects.
Assist with software implementations, equipment replacements, and infrastructure enhancements.
Research technology solutions and make recommendations for operational improvements.
Document processes, procedures, and technical configurations.

Vendor & Partner Coordination

Serve as the primary liaison with external technology vendors and service providers.
Collaborate with managed service providers and network administrators to resolve complex issues.
Coordinate technology purchases, warranties, and equipment repairs.
Track technology-related contracts and service agreements.

Documentation & Continuous Improvement

Maintain accurate IT documentation, inventories, and network records.
Develop and improve standard operating procedures for technology systems.
Create user guides and training materials for staff.
Identify opportunities to improve efficiency, security, and technology utilization throughout the organization.

Additional Responsibilities

Serve as a mandated reporter and comply with all applicable laws and organizational policies regarding child protection. Report any suspected child abuse or neglect immediately, but no later than within 24 hours, to the appropriate authorities and in accordance with organizational procedures.
Perform other duties as assigned.

Qualifications

Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent combination of education and relevant work experience preferred.
Minimum of two (2) years of experience in IT support, systems administration, network administration, or a related technology field.
Experience administering Microsoft 365, Azure/Entra ID, user accounts, permissions, and device management.
Experience supporting computer hardware, software applications, printers, mobile devices, and peripheral equipment.
Working knowledge of network infrastructure, including switches, wireless networks, internet connectivity, and basic troubleshooting.
Understanding of cybersecurity principles, security best practices, access management, and data protection standards.
Experience with audio/visual (AV) systems, including setup, operation, maintenance, and troubleshooting for meetings, trainings, and events.

Core Competencies

Calm under pressure during technology emergencies.
Highly organized and able to manage multiple priorities simultaneously.
Customer-service focused and approachable.
Comfortable working independently with minimal supervision.
Technically curious and committed to continuous learning.
Equally capable of supporting users, managing systems, and handling event technology needs.

Work Environment
This position works in a fast-paced, service-oriented environment providing technical support across offices, classrooms, meeting spaces, and event facilities. This role balances hands-on troubleshooting, systems maintenance, project work, and audio/visual support while responding to competing priorities and urgent technology needs. The position requires regular movement throughout the facility, occasional lifting of technology equipment up to 50 pounds, and the flexibility to support occasional evening or weekend events, system upgrades, or critical technical issues.