Field Service Technician

3 days ago

Garden Grove, California, United States Roman Catholic Diocese of Orange Full time

Job Description

Diocese of Orange Position Title: Field Service Technician
Department: Information Technology
Reports To: IT Support Manager (Matt Angel)
FLSA Status: Non-Exempt, Full-Time
Schedule: 40 hours weekly
Pay Range: $ $36.10 hourly
Supervisory Responsibility: None
Date Prepared: 11/28/2025
Schools Supported: Our Lady Queen of Angels, St. Joachim, St. Cecilia
Primary Purpose
Provide IT support for three schools, ensuring timely response and resolution of service tickets in line with service level agreements. Escalate complex issues as needed. Flexibility in scheduling is required.
Essential Duties & Responsibilities: Because all Roman Catholic Bishop of Orange employees represent the Roman Catholic Church, they are expected to conduct themselves according to the goals and mission of the Church in performing their work.
* Serve as the main contact for IT requests (phone, email, online)
* Diagnose and repair hardware/software issues
* Ensure ticket resolution meets SLA requirements; escalate when necessary
* Coordinate with helpdesk, network services, and other IT staff for escalations
* Maintain confidentiality of organizational information
* Take ownership of assigned tasks and seek opportunities to add value
* Perform additional duties as assigned
* Maintain up-to-date knowledge through ongoing education and professional development
Qualifications & Experience
* Strong problem-solving and analytical skills
* Ability to multitask and work both independently and collaboratively
* Experience documenting policies and procedures
* Experience in managed service provider (MSP) environments preferred
* Minimum 5 years of relevant experience and education
Physical Requirements
* Regularly lift and carry up to 10 pounds
* Occasionally lift and carry up to 40 pounds
Equipment & Technology Requirements
* Desktops, laptops, and mobile devices (Dell, Apple, Google)
* Multi-function printers, time clocks (ADP), security camera applications
* Active Directory/Entra AD, Google Suite/Classroom, Windows OS, Exchange M365, Microsoft Office Suite
* Ticketing systems (AutoTask or similar)
* iOS and Android devices, video conferencing tools (Teams, Zoom, GoToMeeting)
* Antivirus/antimalware software, Cisco VPN, networking fundamentals, RMM tools (Datto)
* Classroom filtering tools (LightSpeed, Go Guardian)
JOB FUNCTIONS:
Primary duties and responsibilities include:
1. Primary contact for telephone, email, and online requests and issues.
2. Responsible for basic diagnosis and repair of hardware/software issues
3. Ensure ticket resolution meets the SLA by resolving or escalating requests.
4. Assist in coordinating escalations with helpdesk, network services, system administration, and other IT staff.
5. Protects organizational value by keeping information confidential.
6. Accomplishes organization goals by accepting ownership of tasks and requests; exploring opportunities to add value to job accomplishments.
7. Performs other duties as assigned.
8. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.

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