IT Field Support Analyst

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    "description_html": "<p><strong>Job Summary:&nbsp;</strong></p><p>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.</p><p><br></p><p>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.</p><p><br></p><p><strong>Ministerial Character</strong></p><p>The Bishop is the visible principle and foundation of unity in the particular Church (the diocese) entrusted to him. &nbsp;In a unique and visible way, he makes Christ’s mission present and enduring as Shepherd of the Christian Community. &nbsp;In order to fulfill his mission, the Bishop employs suitable, chosen collaborators (clerics, religious, or lay people). &nbsp;He shares with them the apostolic mission and entrusts various responsibilities to them. &nbsp;</p><p>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. &nbsp;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. &nbsp;</p><p><br></p><p><strong>Essential Job Duties</strong></p><p>•\tAs 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.</p><p>•\tAct as a witness to Gospel values by modeling the teachings of the Catholic Church.</p><p>•\tContinuously grow in your ministry by participating in religious ceremonies, training sessions, and reflection activities as directed.</p><p>•\tProvide on-site and remote technical support to diocesan staff, parishes, schools, and affiliated ministries for hardware, software, network, and system-related issues.</p><p>•\tRespond to escalated Tier II support requests and troubleshoot technical issues involving desktops, laptops, printers, mobile devices, audiovisual equipment, and peripheral devices.</p><p>•\tInstall, configure, maintain, and repair computer hardware, operating systems, software applications, and related equipment.</p><p>•\tDeploy, support, and troubleshoot Microsoft 365 services, Windows 10/11 operating systems, macOS devices, mobile devices, and cloud-based applications.</p><p>•\tPerform workstation setups, user account configurations, equipment replacements, technology refreshes, and end-user migrations.</p><p>•\tAssist with troubleshooting wired and wireless network connectivity issues and coordinate with internet service providers and third-party vendors as needed.</p><p>•\tSupport diocesan cybersecurity standards and assist with endpoint security measures, software updates, password management, and security best practices.</p><p>•\tAccurately log, track, document, and resolve technical support requests using diocesan Help Desk and ticketing systems.</p><p>•\tProvide technical instruction and user support to staff regarding hardware, software applications, cybersecurity awareness, and technology best practices.</p><p>•\tMaintain inventory records for diocesan technology equipment and assist with asset lifecycle management.</p><p>•\tCoordinate and manage scheduled on-site support visits throughout the Diocese of Austin.</p><p>•\tMaintain professionalism, confidentiality, and excellent customer service while supporting clergy, religious, employees, volunteers, and ministry leaders.</p><p>•\tMaintain a work schedule that maximizes support availability and responsiveness to diocesan entities.</p><p>•\tPerform other duties as assigned.</p><p><br></p><p><strong>Knowledge, Skills, and Abilities</strong></p><p>•\tKnowledge of the structure, mission, and basic teachings of the Roman Catholic Church.</p><p>•\tKnowledge of Microsoft Windows operating systems, macOS, Microsoft 365, and common business software applications.</p><p>•\tKnowledge of computer hardware, printers, mobile devices, audiovisual equipment, networking concepts, wireless connectivity, and peripheral devices.</p><p>•\tKnowledge of Help Desk operations, ticketing systems, and technical support best practices.</p><p>•\tSkilled in troubleshooting and diagnosing hardware, software, connectivity, and end-user technical issues.</p><p>•\tSkilled in Microsoft Office Suite and Adobe products.</p><p>•\tAbility to communicate technical information clearly and professionally to users with varying levels of technical proficiency.</p><p>•\tAbility to provide excellent customer service and maintain effective working relationships with clergy, religious, diocesan staff, parish staff, school personnel, and volunteers.</p><p>•\tAbility to organize, prioritize, and manage multiple assignments while meeting deadlines.</p><p>•\tAbility to work independently with minimal supervision and exercise sound judgment in problem-solving.</p><p>•\tAbility to maintain confidentiality and handle sensitive information appropriately.</p><p>•\tAbility to prepare and maintain accurate technical documentation and records.</p><p>•\tAbility to travel regularly throughout the Diocese of Austin to provide on-site support services.</p><p>•\tAbility to lift and transport technology equipment and supplies as needed.</p><p>•\tAbility to follow instructions furnished in verbal or written form.</p><p><br></p><p><strong>Minimum Qualifications</strong></p><p><u>Education and Training</u></p><p>•\tHigh School Diploma or GED acceptable to the Texas Education Agency required.</p><p>•\tAssociate degree or technical certification in Information Technology, Computer Science, or related field preferred.</p><p><u>Experience</u></p><p>•\tTwo (2) years of full-time wage-earning experience providing technical support in a Windows and/or Apple environment required.</p><p>•\tExperience supporting Microsoft 365, Windows 10/11, macOS, mobile devices, cloud-based applications, and end-user computing environments required.</p><p>•\tExperience providing on-site field support and customer-facing technical assistance.</p><p>•\tExperience in a nonprofit, educational, or church environment preferred.</p><p><em>Language Requirement:</em></p><p>•\tEnglish (proficient in conversing, reading, and writing).</p><p>•\tBilingual in English and Spanish preferred.</p><p><em>Catholic Requirement:</em></p><p>•\tMust be a practicing Roman Catholic in good standing preferred.</p><p><em>Licenses/Certifications:</em></p><p>•\tComp TIA - A+ required, Security+ along with any Microsoft Certs are preferred.&nbsp;</p><p>•\tValid Texas driver’s license.</p><p>•\tMust maintain compliance with the Diocese of Austin Ethics and Integrity in Ministry (EIM) policies throughout the employment period.</p><p><br></p><p><strong>Working Conditions:</strong></p><p>•\tAll 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.&nbsp;</p><p>•\tThe Diocese of Austin is an at-will employer.</p><p>•\tAll buildings and vehicles owned by the Diocese of Austin are tobacco-free.</p><p>•\tWorking in a fast-paced environment with priorities and plans that may change rapidly.</p><p>•\tWorking on weekends, evenings and some holidays may be required.</p><p>•\tWill be exposed to religious ceremonies, conduct, and speech including Catholic Christian prayer and liturgical celebrations&nbsp;</p><p>•\tWill be required to adhere to established dress codes, and conduct standards.</p><p>•\tMay be required to use personal or diocesan vehicles to drive to parishes or other off-site locations.</p><p>•\tTraveling within and outside the diocese to meetings and other events may be required, and travel may include overnight lodging.</p><p><br></p>",
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      "description": "<p>Description</p><p><strong>Job Summary: </strong></p><p>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.</p><p><br/></p><p>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.</p><p><br/></p><p><strong>Ministerial Character</strong></p><p>The Bishop is the visible principle and foundation of unity in the particular Church (the diocese) entrusted to him.  In a unique and visible way, he makes Christ’s mission present and enduring as Shepherd of the Christian Community.  In 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.  </p><p>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.  </p><p><br/></p><p><strong>Essential Job Duties</strong></p><p>•\tAs 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.</p><p>•\tAct as a witness to Gospel values by modeling the teachings of the Catholic Church.</p><p>•\tContinuously grow in your ministry by participating in religious ceremonies, training sessions, and reflection activities as directed.</p><p>•\tProvide on-site and remote technical support to diocesan staff, parishes, schools, and affiliated ministries for hardware, software, network, and system-related issues.</p><p>•\tRespond to escalated Tier II support requests and troubleshoot technical issues involving desktops, laptops, printers, mobile devices, audiovisual equipment, and peripheral devices.</p><p>•\tInstall, configure, maintain, and repair computer hardware, operating systems, software applications, and related equipment.</p><p>•\tDeploy, support, and troubleshoot Microsoft 365 services, Windows 10/11 operating systems, macOS devices, mobile devices, and cloud-based applications.</p><p>•\tPerform workstation setups, user account configurations, equipment replacements, technology refreshes, and end-user migrations.</p><p>•\tAssist with troubleshooting wired and wireless network connectivity issues and coordinate with internet service providers and third-party vendors as needed.</p><p>•\tSupport diocesan cybersecurity standards and assist with endpoint security measures, software updates, password management, and security best practices.</p><p>•\tAccurately log, track, document, and resolve technical support requests using diocesan Help Desk and ticketing systems.</p><p>•\tProvide technical instruction and user support to staff regarding hardware, software applications, cybersecurity awareness, and technology best practices.</p><p>•\tMaintain inventory records for diocesan technology equipment and assist with asset lifecycle management.</p><p>•\tCoordinate and manage scheduled on-site support visits throughout the Diocese of Austin.</p><p>•\tMaintain professionalism, confidentiality, and excellent customer service while supporting clergy, religious, employees, volunteers, and ministry leaders.</p><p>•\tMaintain a work schedule that maximizes support availability and responsiveness to diocesan entities.</p><p>•\tPerform other duties as assigned.</p><p><br/></p><p><strong>Knowledge, Skills, and Abilities</strong></p><p>•\tKnowledge of the structure, mission, and basic teachings of the Roman Catholic Church.</p><p>•\tKnowledge of Microsoft Windows operating systems, macOS, Microsoft 365, and common business software applications.</p><p>•\tKnowledge of computer hardware, printers, mobile devices, audiovisual equipment, networking concepts, wireless connectivity, and peripheral devices.</p><p>•\tKnowledge of Help Desk operations, ticketing systems, and technical support best practices.</p><p>•\tSkilled in troubleshooting and diagnosing hardware, software, connectivity, and end-user technical issues.</p><p>•\tSkilled in Microsoft Office Suite and Adobe products.</p><p>•\tAbility to communicate technical information clearly and professionally to users with varying levels of technical proficiency.</p><p>•\tAbility to provide excellent customer service and maintain effective working relationships with clergy, religious, diocesan staff, parish staff, school personnel, and volunteers.</p><p>•\tAbility to organize, prioritize, and manage multiple assignments while meeting deadlines.</p><p>•\tAbility to work independently with minimal supervision and exercise sound judgment in problem-solving.</p><p>•\tAbility to maintain confidentiality and handle sensitive information 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