SUMMARY

At Magnolia, the IT Technician is responsible for providing an initial point of contact for all Magnolia staff to assist with and resolve problems relating to computer and communications-related services. This position is responsible for phone support, technology problem evaluation, and the distribution of technology-related tickets. The IT Technician is responsible for routine diagnostic and maintenance tasks and for early identification of problems. This position works from Magnolia Headquarters in Waco, Texas. It reports to the IT Operations Manager and has no supervisory responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide customer service over the phone and by email to assist end-users in resolving computer hardware and software problems*
• Troubleshoot, maintain, and ensure the operational readiness of all end-user computing devices, peripherals, and the essential business applications critical for operational efficiency*
• Visit Magnolia business units to provide on-site technical assistance, and deliver remote technical assistance as needed
• Evaluate and recommend technology-related repairs and purchase of parts and equipment
• Resolve technical problems and ensure the optimal performance and reliability of all operational technology, encompassing server systems, cloud environments, network infrastructure (LAN, WAN), and business-critical applications
• Compile and maintain internal and customer-facing knowledge management systems*
• Assist in conducting technology training for Magnolia staff*
• Stay knowledgeable of advances in technology, and attain and maintain technical certifications*
• Perform other duties as assigned

*Metrics evaluated on Performance Review

COMPETENCIES

• Teamwork: Contribute to a team environment supporting diversity, equity, inclusion, and belonging. Work effectively with others, be a team player and contribute toward team goals.
• Critical Thinking: Identify and communicate challenges in day-to-day activities. Ability to analyze data, trends, and patterns.
• Expertise: Eye for detail, accuracy, and complete all tasks in a timely manner. Possess knowledge and skills related to specific area(s) and specialized tools and techniques relevant to specialization.
• Communication: Actively engage in listening to teammates and guests and be open to feedback from guests, peers, and management.
• Guest Focus: Ability to proactively understand and meet guest needs, ensuring a personalized and guest-centric experience.
• Strategy and Goal Setting: Approach change with positivity and curiosity. Know your role in achieving team goals.
• Hard skills: Proficiency in Microsoft Excel preferred.

ELIGIBILITY QUALIFICATIONS

• Bachelor's degree from a 4-year college or university preferred
• 2-4 years of related work experience OR an equivalent combination of education and experience preferred
• CompTIA A+ certification preferred
• Must be available to be on call as business needs require

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit; use hands and arms to reach, handle, feel; utilize fine motor dexterity of fingers; talk or hear and taste or smell. The employee is frequently required to stand and walk. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

ACKNOWLEDGEMENTS

Magnolia is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

This job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description at any time.