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System Support Specialist

2 months ago

Austin, United States Diocese of Austin Full time
Job Summary:

The System Support Specialist is responsible for first point of contact for diocesan staff and subsidiaries seeking assistance for technical issues regarding technology. The position provides services over the phone and in person and frontline troubleshooting from start to finish. The position reports to the Director of Information Technology and operates with some latitude for the use of independent judgment and initiative.

Ministerial Character

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.

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 user technical support and customer service via the telephone, e-mail, remote assistance software, and occasional onsite service to resolve all manner of technical support issues.
  • Follow standard Help Desk operating procedures; accurately log all Help Desk requests using tracking software.
  • Install and perform repairs to hardware, software and peripheral equipment.
  • Implement and deliver training materials and procedures for the proper use of hardware and software.
  • Manage the circulation of A/V and computer equipment and other materials as appropriate.
  • Assist in on-site installations of computer systems and peripherals for users.
  • Maintain a work schedule that maximizes availability to parishes, diocesan staff, and other customers.
Knowledge, Skills and Abilities:
  • Knowledge of the structure and basic teachings of the Roman Catholic Church.
  • Knowledge of Windows and Apple operating systems and common software applications.
  • Knowledge of troubleshooting steps for phone, network and computer hardware/software issues.
  • Skill in Microsoft Office Suite and Adobe products.
  • Ability to provide technical support over the phone and via e-mail; good communication skills, professional demeanor.
  • Ability to present and explain technical material to end users.
  • Ability to operate various word-processing software, spreadsheets, and database programs.
  • Ability to provide excellent customer service and work effectively with staff, clergy, religious and laity.
  • Ability to organize, prioritize and utilize effective time management techniques.
  • Ability to maintain confidentiality at all times.
  • Ability to carry out multiple tasks and meet deadlines.
  • Ability to follow instructions furnished in verbal or written format.
Minimum Qualifications:

Education and Trainings:
  • High School Diploma or GED acceptable to Texas Education Agency.
Experience:
  • One (1) year of full time wage earning experience in technical support in a Windows environment.
  • Experience supporting Office 365, Windows 10 and 11, and other cloud based applications.
Language Requirement:
  • English (proficient in conversing, reading, and writing).
  • Bilingual preferred.
Catholic Requirement:
  • Must be a practicing Roman Catholic in good standing.
Licenses/Certifications:
  • Valid Texas driver's 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.