IT Support Specialist (ON-SITE, NOT REMOTE)

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: $44,100 - $51,800/year

Company Overview

West Texas Counseling & Guidance, Inc. (WTCG) is a nonprofit, 501(c)(3) organization dedicated to making quality mental health services accessible to individuals and families, regardless of their ability to pay. Our mission is to break down barriers to mental health care by providing accessible, evidence-based counseling, and supportive services that empower individuals and families to reach their full potential in mind, body, and spirit.

Position Overview

The IT Support Specialist 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 help desk and technical support for clinical and administrative staff, including troubleshooting hardware and software issues, performing upgrades, managing user accounts, supporting remote access, and providing support for the organization's cloud-based phone system, security systems, and meeting and audiovisual technology.

The IT Support Specialist serves as WTCG's primary internal IT resource, supporting staff across multiple locations and coordinating with the organization's managed IT service provider for server administration, network infrastructure, cybersecurity, and escalated technical issues.

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 support experience.
• Strong troubleshooting skills involving computer hardware, software, peripherals, network connectivity, and audiovisual equipment.
• Proficiency with Microsoft Windows, Microsoft 365, and common business applications.
• Solid understanding of Windows environments, Active Directory, Microsoft 365 administration, and user account management, including access permissions and troubleshooting.
• Familiarity with cloud-based phone systems, security systems, and related technologies.
• Ability to troubleshoot technical issues independently and coordinate with external IT vendors when escalation is necessary.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly to non-technical staff.
• Strong organizational, time management, and prioritization skills, with the ability to manage competing support requests across multiple locations.
• Strong analytical thinking, attention to detail, and ability to quickly learn new technologies.
• 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.