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About the Role

The IT Field Support Analyst provides on-site and remote technical support services to diocesan entities, including parishes, schools, and affiliated ministries. This role is responsible for troubleshooting, maintaining, installing, and supporting hardware, software, endpoint devices, and cloud-based systems to ensure reliable technology operations. The analyst serves as a Tier II technical support resource, responding to service requests requiring hands-on assistance, diagnosis, repair, implementation, and end-user training.

Responsibilities

Provide on-site and remote technical support to diocesan staff, parishes, schools, and affiliated ministries for hardware, software, network, and system-related issues.
Respond to escalated Tier II support requests and troubleshoot technical issues involving desktops, laptops, printers, mobile devices, audiovisual equipment, and peripheral devices.
Install, configure, maintain, and repair computer hardware, operating systems, software applications, and related equipment.
Deploy, support, and troubleshoot Microsoft 365 services, Windows 10/11 operating systems, macOS devices, mobile devices, and cloud-based applications.
Perform workstation setups, user account configurations, equipment replacements, technology refreshes, and end-user migrations.
Assist with troubleshooting wired and wireless network connectivity issues and coordinate with internet service providers and third-party vendors.
Support diocesan cybersecurity standards and assist with endpoint security measures, software updates, password management, and security best practices.
Accurately log, track, document, and resolve technical support requests using diocesan Help Desk and ticketing systems.
Provide technical instruction and user support to staff regarding hardware, software applications, cybersecurity awareness, and technology best practices.
Maintain inventory records for diocesan technology equipment and assist with asset lifecycle management.
Coordinate and manage scheduled on-site support visits throughout the Diocese of Austin.
Maintain professionalism, confidentiality, and excellent customer service while supporting clergy, religious, employees, volunteers, and ministry leaders.
Maintain a work schedule that maximizes support availability and responsiveness to diocesan entities.
Perform other duties as assigned.

Requirements

Knowledge of the structure, mission, and basic teachings of the Roman Catholic Church.
Knowledge of Microsoft Windows operating systems, macOS, Microsoft 365, and common business software applications.
Knowledge of computer hardware, printers, mobile devices, audiovisual equipment, networking concepts, wireless connectivity, and peripheral devices.
Knowledge of Help Desk operations, ticketing systems, and technical support best practices.
Skilled in troubleshooting and diagnosing hardware, software, connectivity, and end-user technical issues.
Skilled in Microsoft Office Suite and Adobe products.
Ability to communicate technical information clearly and professionally to users with varying levels of technical proficiency.
Ability to provide excellent customer service and maintain effective working relationships.
Ability to organize, prioritize, and manage multiple assignments while meeting deadlines.
Ability to work independently with minimal supervision and exercise sound judgment in problem-solving.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to prepare and maintain accurate technical documentation and records.
Ability to travel regularly throughout the Diocese of Austin to provide on-site support services.
Ability to lift and transport technology equipment and supplies as needed.
Ability to follow instructions furnished in verbal or written form.
Must maintain compliance with the Diocese of Austin Ethics and Integrity in Ministry (EIM) policies throughout the employment period.

Skills

Microsoft Windows operating systems
macOS
Microsoft 365
Common business software applications
Computer hardware
Printers
Mobile devices
Audiovisual equipment
Networking concepts
Wireless connectivity
Peripheral devices
Help Desk operations
Ticketing systems
Technical support best practices
Troubleshooting
Diagnosing hardware issues
Diagnosing software issues
Diagnosing connectivity issues
Diagnosing end-user technical issues
Microsoft Office Suite
Adobe products
Customer service
Organization
Prioritization
Time management
Independent work
Problem-solving
Confidentiality
Technical documentation
Travel
Lifting and transporting equipment

Location

Diocese of Austin

Work Type

On-site
Remote
Field Support

Experience Level

Two (2) years of full-time wage-earning experience providing technical support in a Windows and/or Apple environment required.
Experience supporting Microsoft 365, Windows 10/11, macOS, mobile devices, cloud-based applications, and end-user computing environments required.
Experience providing on-site field support and customer-facing technical assistance.
Experience in a nonprofit, educational, or church environment preferred.

Education Level

High School Diploma or GED acceptable to the Texas Education Agency required.
Associate degree or technical certification in Information Technology, Computer Science, or related field preferred.

About the Company

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.