IT Support Technician
2 days ago
Austin
Job Description IT Support Technician About Mobile Loaves & Fishes Mobile Loaves & Fishes (MLF) is a social outreach ministry that has been empowering communities into a lifestyle of service with the homeless since 1998. Founded in Austin, Texas, the organization serves its homeless neighbors through three core programs: Truck Ministry, Community First! Village, and Community Works. Often referred to as the most talked about neighborhood in Austin, Community First! Village is a 51-acre master planned development that provides affordable, permanent housing and a supportive community for men and women coming out of chronic homelessness. We are now embarking on a new phase of community expansion, adding more than 1400 new neighbors over the next 5-10 years. About the Role The IT Support Technician is a frontline resource ensuring that the technology infrastructure at Mobile Loaves & Fishes (MLF) empowers staff, neighbors, guests, and volunteers to live and serve well. This role supports the IT architecture that connects MLF communities, ensuring the daily operation and long-term stability of systems. Core responsibilities include troubleshooting issues, maintaining hardware and software, and guiding users toward effective solutions. By keeping technology reliable and accessible, the IT Support Technician sustains an IT environment that drives organizational growth, operational efficiency, and the mission of MLF. This is a full-time, non-exempt position reporting to the Senior Manager of IT. Typical hours are Monday–Friday, 8:00 a.m.–5:00 p.m., with flexibility to meet the needs of the role. Occasional nights, early mornings, and weekends will be required. The IT Support Technician is based at Community First! Village (9116 Hog Eye Road, Austin, TX 78724) and will also provide support at two nearby locations. Duties & Responsibilities • Help Desk Support, • Respond to staff service requests promptly, within established SLAs, • Document issues to identify patterns and recurring problems, • Research and analyze requests to support accurate resolutions, • Resolve reported service requests with following up to establish trends, • Escalate requests appropriately when additional support is required, • Prioritize multiple support queues and communicate status to management and staff, • Computer Support, • Install devices and equipment according to manufacturer standards and best practices, • Configure systems based on user roles and access requirements, • Perform hardware and software upgrades to maintain performance and compliance, • Troubleshoot desktops, laptops, conference room equipment, and IoT devices, • Software Support, • Manage licensing, distribution, billing, and invoice reconciliation, • Track software inventory and usage to support budgeting and planning, • Publish solutions and tips as knowledge base articles, • Maintain version control to ensure platform stability, • Diagnose issues with business applications and document resolution steps, • Administrator Support, • Audit IT assets and records on a regular basis, • Assign and track IT assets, licenses, and processes to ensure compliance, • Apply updates, patches, and firmware upgrades across systems, • Maintain security through physical safeguards, access controls, and log monitoring, • Remove system access and privileges when necessary, • Vendor Support, • Monitor dashboards and logs for vendor system compliance and security, • Serve as the primary point of contact between users and external technicians, • Review and manage vendor contracts to ensure deliverables are met, • Build and maintain strong vendor relationships to support service quality, • Purchase IT products and services and process invoices with accounting, • Network Support, • Monitor network dashboards to ensure uptime and reliability, • Configure network devices and ensure appropriate environmental conditions, • Upgrade network components, document changes, and implement contingency plans, • Troubleshoot connectivity issues and coordinate with vendors as needed, • Build and maintain network paths to connect MLF communities, • Repair cables and connections for both temporary and permanent fixes, • Project Support, • Gather business requirements from departments across MLF, • Research vendors, products, and industry resources to support project needs, • Develop project schedules, progress updates, and checkpoint reports, • Communicate budgets, timelines, and milestones to project sponsors, • Execute workflows and provide status updates on implementation tasks, • Other Duties & Responsibilities as needed Knowledge, Skills, Abilities & Principles • MLF is a faith-based organization whose ideals and philosophy come directly from the Gospel of Jesus Christ. As an organization, we strive to reflect this precept in our communications, both internally and externally., • Commitment to serving those who have experienced homelessness and personal alignment with MLF's vision, mission, core values, and goals., • Bachelor's degree in computer science, information systems, engineering, or related field; or equivalent IT work experience (minimum two years)., • Proficiency with commercial IT products, platforms, and services, including the Microsoft product suite., • Basic networking knowledge and familiarity with cloud services., • Skilled in hardware installation, configuration, and troubleshooting, including peripherals, AV/conference room equipment, and IoT devices., • Strong analytical and problem-solving skills, with the ability to plan and execute effectively., • Clear verbal and written communication skills, with the ability to explain technical concepts in everyday language., • Effective time management and prioritization skills., • Customer service orientation with a punctual, professional demeanor., • Adaptability and willingness to learn new technologies in a rapidly evolving IT environment., • Must have a valid driver's license. Work Environment & Physical Demands • Ability to lift and transfer up to 25 lbs., • Ability to work from a 16-foot ladder., • Ability to operate a machine lift up to 50 feet., • Ability to move about all phases of Community First! Village., • Ability to work at a computer for prolonged periods of time., • Occasional exposure to loud or distracting noise levels. Benefits • Day one 100% Employer paid, Health, Dental, Vision, Life, & LTD Insurance, • Generous Paid Time Off & Holiday Pay, • Matching 401(k) Retirement Plan, • Corporate Discount Program, • Professional Development Opportunities, • Employee Assistance Program, • Paid Parental Leave, • Wellness Partnership Benefits MLF VISION We empower communities into a lifestyle of service with the homeless. MLF MISSION We provide food and clothing, cultivate community, and promote dignity to our homeless brothers and sisters in need. GOALS • Transform the way people view the stereotype of those who find themselves homeless, • Reconnect the homeless to self, family and community, • Help the chronically homeless rediscover and utilize their God-given talents to do purposeful work, • Connect human to human, heart to heart through the fellowship of food and hospitality, • Inspire people into a lifestyle of abundance by giving their best first BELIEF STATEMENTS The vision is supported by belief statements centered on our belief that homelessness is the result of a profound, catastrophic loss of family: • God, infinitely perfect and blessed in himself, in a plan of sheer goodness freely created man to make him share in his own blessed life, • By virtue of being created by God in His image, we are all called to live in community and relationship with Him through each other, • The family is the original cell of social life, • You shall love your neighbor as yourself, • All members of the human family are equal in dignity, • The Lord God took the man and settled him in the Garden of Eden to cultivate and care for it. Gen 2:15 CORE VALUES MLF is committed to fostering a culture that prioritizes relational connection. We believe there is opportunity in every aspect of our work to be relational in a highly transactional world. In this culture, transactions are means to relational ends, not the other way around. This begins with the countercultural love poured out by Jesus Christ and grows as imperfect individuals strive to show this love to each other human-to-human, heart-to-heart. Each individual's openness to the journey of their own personal growth is essential in building our relational culture, and we believe this culture flourishes as we each continuously strive to more fully embody these four core values: • Faith: We define Faith as the foundational belief that our world and all our work belong to God. This allows us to engage our work with joy and lightheartedness, knowing that we are not ultimately in control., • Humility: We define Humility as rightly viewing oneself as a single piece of a grander story. This humility leads to a view of oneself that is neither too high nor too low., • Generous Spirit: We define a Generous Spirit as a readiness to give more grace, mercy, and hospitality than is necessary or expected. This posture allows us to see others for who they are, not what they do., • Integrity: We define Integrity as a wholehearted commitment to doing right by God, ourselves, and others. This wholeheartedness shows itself in consistently choosing honesty, responsibility and ownership in all actions and decisions. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. MLF is committed to creating a diverse environment and is proud to be an equal opportunity employer. Personnel are chosen based on ability without regard to race, color, religion, sex, national origin, genetics, disability, marital status, or sexual orientation in accordance with federal and state law.