Careers at BSF

IT Help Desk Technician

GENERAL SUMMARY: The position of help desk technician is responsible for monitoring and responding to all support requests through the BSF’s IT ticketing system (tickets, email and phone calls). The position of Tier I Support will also perform integration testing and assist with User Acceptance Testing (UAT) of software and systems developed or installed by the BSF IT Division.

ESSENTIAL TO THE POSITION:

  • Providing technical assistance by responding to requests from others regarding errors, problems, or questions about software, hardware, systems and infrastructure
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks Identified and understands issues, problems, and opportunities
  • Sufficient knowledge of LAN/WAN networks, Microsoft Windows and Office Suite applications
  • Managing and documenting corrective action and time in support ticket management system
  • Writing and maintaining support documentation
  • Testing software and systems supporting BSF IT and Ministry needs
  • Managing work to provide support to BSF personnel and meet milestones in accordance with testing plans for specific software or system projects
  • Assist with the installation, configuration and use of our products/applications
  • Diagnose and explain external and software issues that affect the use and/or configuration of our software
  • Be part of an emergency only after hours call rotation

PRINCIPAL DUTIES and RESPONSIBILITIES:

· Monitors and responds to all support requests through BSF’s IT ticketing system

· Escalates all Tier II and Tier III issues to System Administrators or Development staff as needed

· Maintains data integrity in BSF’s IT ticketing system

· Performs integration testing according to test plans for specific software or system projects

· Assists Ministry Operations with UAT according to test plans for specific software or system projects

· Updates or improves user documentation and training materials for supported systems

· Responsible for maintaining rapport with our customers and resolving issues within a timely manner or maintaining communication with customers until an issue is resolved

Core Competencies

  • Technical Background
  • Customer Service
  • Organizational Skill
  • Excellent Verbal/Written Communication Skills
  • Strong Analytical/Advanced Problem Solving Skills
  • Excellent Customer Service Skill
  • Multi-tasking capabilities

Skills, Qualifications & Experience:

  • Associates degree in Information Technology or related field or an equivalent combination of education or experience
  • Current work experience in the Information Technology field, including responsibilities for supporting Windows systems and software in a corporate environment is preferred

· Ability to create technical documentation and system diagrams

· Experience using helpdesk systems

· Experience in integration and user acceptance testing

· Strong understanding of Microsoft Windows, Office Suite, websites and mobile applications

· Understanding of network connectivity and VPN usage

· Ability to work independently with minimal supervision

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer, copier, fax, etc.; and talk and hear. Subject to long periods of sitting inside an office. The work environment is usually quiet

This position is full time and eligible for a robust package of benefits including major medical, dental, life insurance, a 401K plan and a generous vacation policy. The position is located in San Antonio, Texas, and cannot be performed remotely. BSF will relocate if needed.

If interested, please email cover letter and resume to hr@bsfinternational.org.