Qureos Mentor

Travis Association for the Blind/Austin Lighthouse

<div>ABOUT US:
Travis Association for the Blind/Austin Lighthouse (TAB) a non-profit organization, was founded in 1934 by Dr. Henry L. Hilgartner and other civic-minded citizens of Austin to provide a setting where blind men and women could come to learn skills and create products that were sold door to door.
Today, Travis Association for the Blind stays true to the mission established in 1934 by providing opportunities for economic and personal independence for people who are blind, visually impaired, or deaf blind by creating, sustaining, and improving employment. We continue to grow and expand the services we provide to blind Texans.
Our Core Values guide us in everything we do: LIGHT: Leadership, Integrity, Growth &amp; Innovation, Heart, and Teamwork.
TAB offers a variety of benefits to include: 403(b) retirement plan; health insurance; dental insurance; vision insurance; employee assistance program; life insurance; paid time off; paid holidays; employee appreciation events; and more. 
Job Summary
The Applications Support Technician provides frontline support for the organization's enterprise applications and end-user technology. This role assists employees with troubleshooting application issues, supporting accessibility technologies, and ensuring business systems remain usable for daily operations.
This is an on-site, customer-facing role that works directly with staff across the organization to resolve application issues, answer user questions, and escalate complex problems to senior IT staff when necessary.
The position also provides occasional hands-on support for desktop computers, laptops, printers, and workplace technology, and assists employees with accessibility software and devices. 
Responsibilities
Key Responsibilities
Application Support<ul><li>Provide Tier 1 support for enterprise applications including ERP, CRM, HRIS, and other internal systems.</li><li>Respond to user questions, troubleshoot basic application issues, and assist with system navigation or functionality.</li><li>Escalate complex issues to senior IT staff or application administrators as needed.</li></ul>
End User Support<ul><li>Serve as a customer-facing technical resource supporting internal users with business applications and workplace technology.</li><li>Assist employees with resolving common software and technology issues that impact daily operations.</li></ul>
Accessibility Technology Support<ul><li>Assist employees with accessibility technologies used throughout the organization, including screen readers, adaptive software, and assistive input devices.</li><li>Work with IT staff to troubleshoot accessibility-related issues when they arise.</li></ul>
Hardware and Device Support<ul><li>Provide occasional hands-on support for desktops, laptops, printers, and other workplace technology.</li><li>Assist with basic troubleshooting, setup, and replacement of end-user equipment when needed.</li></ul>
User Access Assistance<ul><li>Assist with user access requests and basic account troubleshooting within business applications.</li><li>Ensure requests follow established security and approval processes.</li></ul>
Documentation<ul><li>Document issues, resolutions, and troubleshooting steps in the IT service management system.</li><li>Assist with maintaining basic user documentation and internal support materials.</li></ul>
Training and User Assistance<ul><li>Provide basic guidance and assistance to users learning enterprise applications.</li><li>Support onboarding new employees by helping them access and use required systems.</li></ul>
Vendor and System Support<ul><li>Assist with gathering information for vendor support requests when needed.</li><li>Help collect error logs, screenshots, or system details required for troubleshooting.</li><li>Complies with and assist other employees understand and comply with TAB's policies and procedures.</li><li>Behaves in accordance with the key behaviors aligned with TAB's Core Values of Leadership, Integrity, Growth &amp; Innovation, Heart and Teamwork (LIGHT).</li><li>Other duties as assigned</li></ul> 
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Knowledge, Skills and Abilities<ul><li>Knowledge of enterprise application administration including ERP, CRM, HRIS, and related business platforms</li><li>Knowledge of common desktop software environments</li><li>Basic understanding of user access management concepts</li><li>Troubleshooting application and software issues</li><li>Supporting end users with varying levels of technical familiarity</li><li>Documenting issues and resolutions clearly in a ticketing system</li><li>Skill in developing and maintaining technical documentation including system configurations, integration maps, and user guides</li><li>Skill in delivering end-user application training to diverse audiences</li><li>Ability to manage multiple application administration priorities concurrently and communicate status effectively to the IT Systems Manager</li><li>Ability to collaborate with business stakeholders and vendors to define requirements and deliver application solutions</li><li>Proficiency in Microsoft Office Suite; familiarity with ITSM ticketing systems such as FreshService or comparable platforms</li><li>Able to read, comprehend and understand information and ideas presented in writing or in alternative form</li><li>Able to multitask, prioritize, and manage time efficiently</li><li>Demonstrates sound work ethics</li><li>Possesses cultural awareness and sensitivity</li></ul>
Supervisory Responsibility<ul><li>None. Regularly provides application-related guidance and training to end users and may coordinate technical tasks with other IT staff without formal supervisory authority.</li></ul>
Communication &amp; Contacts Required<ul><li>Internal: IT Systems Manager, IT team members, department managers, and end users across all TAB functions. External: Application vendors, integration partners, and software support contacts.</li></ul>
Decision Making/Judgment Required<ul><li>Exercises independent judgment in application administration, user access management, integration troubleshooting, and change management activities in accordance with TAB's IT policies and Standard Operating Procedures. Escalates decisions involving significant system changes, security incidents, or vendor contract matters to the IT Systems Manager.</li></ul>
Minimum Education and Experience<ul><li>Bachelor's degree in computer science, Information Technology, Information Systems, or a related field; or equivalent relevant work experience</li><li>Minimum of 3 years of experience in enterprise application administration or a related IT role</li><li>Experience administering ERP systems (e.g., Syteline, Microsoft Dynamics, SAP, or comparable) preferred</li><li>Experience with Salesforce CRM administration preferred</li><li>Experience with application integration platforms or middleware (e.g., Boomi, MuleSoft, Azure Logic Apps) preferred</li><li>ITIL Foundation certification or comparable IT service management credential preferred</li><li>Microsoft certifications (e.g., Azure Administrator AZ-104 or M365) preferred</li></ul>
Physical Requirements
With or without reasonable accommodation, employees in this position must be able to:<ul><li>Prolonged periods of working at a computer workstation</li><li>Ability to remain in a stationary position (sit/stand) for 4-8 hours per day</li><li>Ability to bend, stoop, and adjust position for approximately 20% of the workday</li><li>Ability to lift/move up to 25 lbs. at times for equipment handling</li><li>Ability to traverse TAB facilities to support application users across departments</li><li>Ability to work in environments with varying temperatures including server rooms and warehouse areas</li></ul> 
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned or reassigned. This job description is subject to change at any time. 
ADDITIONAL NOTES:<ul><li>
Background Check and Drug Screen required</li><li>
Internal and external applicants accepted</li><li>
Verifiable documentation of ability to work in the US</li></ul> 
Individuals who are blind or visually impaired are encouraged to apply 
TRAVIS ASSOCIATION FOR THE BLIND, A NON-PROFIT ORGANIZATION, IS AN EQUAL OPPORTUNITY EMPLOYER/AFFIRMATIVE ACTION EMPLOYER
TAB provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, genetics or any other characteristic protected by law. In addition to federal law requirements, TAB complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost EEO is the law. To review your rights under Equal Employment Opportunity, please.pdf</div>

IT Applications Support Technician

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Travis Association for the Blind/Austin Lighthouse

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IT Applications Support Technician