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IT SUPPORT FIELD TECHNICIAN

FUNCTION – SCOPE STATEMENT:

Under the direction of the Director of Information Technology, the IT Support Field Technician provides hands-on technical support for BGCGH clubs, offices, and staff. This role supports desktops, laptops, printers, mobile devices, phones, software, user accounts, network connectivity, and general IT service requests across multiple locations. The Boys & Girls Clubs of Greater Houston has clubs in Harris, Galveston, Fort Bend, Waller and Wharton Counties. This position will provide support for technology hardware, software, and technical support to various locations in the greater Houston area.

MAJOR JOB TASKS AND RESPONSIBILITIES:

Serve as first point of contact for IT support tickets and onsite requests.
Travel to clubs and offices to troubleshoot hardware, software, printer, phone, Wi-Fi, and network issues.
Install, configure, image, deploy, and support desktops, laptops, tablets, printers, and peripherals.
Support Microsoft 365, Windows, Mac OS, Active Directory, email, Teams, and common business applications.
Document all tickets, troubleshooting steps, equipment details, and resolutions.
Assist with onboarding/offboarding, account setup, device preparation, and equipment retrieval.
Maintain accurate IT inventory, phone assignments, warranty records, and device assignments.
Support technology refresh projects, deployments, and club equipment upgrades.
Escalate complex issues to the Director of IT or third-party IT vendors.
Train staff on basic technology use, security expectations, and ticket submission procedures.

MINIMUM QUALIFICATIONS:

Strong customer service and communication skills.
Ability to support users with different levels of technical knowledge.
Experience with help desk systems, remote support tools, and documentation.
Ability to prioritize multiple tickets, onsite visits, and project tasks.
Comfortable working independently in the field.
Must be able to travel to BGCGH locations as needed.
High school diploma required; Associate Degree in IT or related field preferred.
2–4 years of IT support, desktop support, help desk, or field technician experience preferred.
Experience supporting Windows, Mac OS, Microsoft 365, printers, mobile devices, and peripherals.

RELATIONSHIPS:

Internal: Maintain close, daily contact with the Club management to exchange information, seek and give assistance, consultation and direction. Maintain contact with financial staff and support staff. Maintain written and verbal contact with volunteers and donors.

External: Maintain contact with corporate leaders, community, board members, donors, volunteers, vendors and the public to seek financial support and provide information regarding club activities and needs.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to fingers, handle, feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee frequently is required to sit. The employee must regularly lift and/or move up to 30 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

DISCLAIMER:

The information presented indicates the general nature of work and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job.

EOE/m/f/disabled/vet

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