IT Help Desk Technician (ON-SITE, NOT REMOTE)

Job Description

Job Description

Employment Type: Full-time (40 hours/week)
Primary Location: San Angelo, TX
Travel Requirement: 5-10%
Work Schedule: Monday–Friday, 8:00 AM–5:00 PM
Compensation: $42,100 - $45,800/year

Company Overview

West Texas Counseling & Guidance (WTCG) is a non-profit, 501(c)(3) organization working to ensure that individuals and families seeking mental health treatment should have access to counseling services, regardless of their socioeconomic status and ability to pay. Our mission is to enable individuals and families to reach their full potential in body, mind, and spirit, using evidence-based counseling and educational services.

Position Overview

The IT Help Desk Technician plays a vital role in ensuring that staff have reliable access to the technology resources needed to serve clients effectively. This position provides day-to-day technical support for counselors and administrative staff, including troubleshooting hardware and software issues, performing upgrades, managing user accounts, supporting networking and remote access, and maintaining the organization’s VOIP PBX phone system.

The IT Help Desk Technician also works closely with technology vendors and service providers to implement new systems and upgrades, and supports audiovisual and meeting technology. This position reports directly to the Chief Operating Officer (COO). Regular and timely attendance is a requirement for this position.

Key Responsibilities

• Provide daily technical support for staff, including PC hardware, software, peripherals, printers, scanners, and A/V equipment.
• Install and update software on user devices as needed.
• Perform PC hardware upgrades and configure new computer equipment.
• Troubleshoot hardware, software, and networking issues; escalate as needed.
• Assist users with VPN setup and remote access.
• Provide remote support using remote assistance tools.
• Support and maintain the organization’s VOIP PBX phone system, including managing extensions and devices.
• Work with technology vendors and service providers to implement new ISP services, servers, and PC equipment.
• Assist with meeting and audiovisual technology setup.
• Maintain accurate records of IT assets and service requests.
• Prioritize and resolve time-sensitive technical support needs to ensure minimal downtime.
• Communicate technical information clearly to non-technical staff and participate in organizational technology projects.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or at least two (2) years of relevant IT experience.
• Strong troubleshooting skills for hardware, software, networking, and A/V equipment.
• Proficiency with Microsoft Windows, Microsoft Office, Zoom, and common web browsers.
• Solid understanding of Windows domain environments, Active Directory, and user account management.
• Familiarity with PBX systems, including managing extensions and devices.
• Excellent written and verbal communication skills with a team-oriented approach.
• Ability to work independently with strong time management and prioritization skills.
• Analytical thinking, attention to detail, and ability to quickly learn new software.
• Must successfully pass a comprehensive background check.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times (e.g., moving computer or A/V equipment).
• Ability to bend, crouch, or climb as needed to access equipment in tight spaces.
• Occasional travel between office locations or to vendor sites may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

• Paid Holidays
• Health, Vision, & Dental Insurance
• Life Insurance
• AD&D Insurance
• Paid Time Off (PTO)
• 403(b) Retirement Plan Options
• Employee Assistance Program (EAP)

Equal Employment Opportunity (EEO) Statement

West Texas Counseling & Guidance (WTCG) is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other status protected by applicable law.

Americans with Disabilities Act (ADA) Statement

WTCG complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application or hiring process, please contact Human Resources

At-Will Employment Statement

Employment with WTCG is at will. This means that either the employee or the organization may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law. Nothing in this job description constitutes a contract or guarantee of continued employment.