MLF is excited to announce the position of Help Desk Support Technician.

The Help Desk Support Technician will provide point of care customer service, and resolve staff related technical software and hardware problems in accordance with established policies and procedures set by the Information Technology (IT) department at Mobile Loaves & Fishes.

This is a full-time, non-exempt hourly position reporting to the Director of Information Technology. Due to the nature and requirements of the position, hours are flexible to fit needs, but typically include 8am-5pm Monday-Friday. The Help Desk Support Technician will office at Community First! Village located at 9301 Hog Eye Road, Austin, TX 78724.

Mobile Loaves & Fishes has embarked on a new and innovative journey to transform how we care for the chronically homeless in our community. We have recently launched and developed Community First! Village, a 51-acre master planned community that provides affordable, permanent housing and a supportive community for the disabled, chronically homeless in Central Texas. And we are now embarking on a second phase of community expansion, adding more than 300 new neighbors over the next 5 years.

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Duties & Responsibilities:

  • Resolve employee technical software and hardware problems
  • Diagnose and/or resolve problems in response to employee Help Desk reports
  • Deliver and log IT employee support services
  • Make recommendations for improvements to the efficient use of MLF’s systems
  • Respond to employee special requests
  • Maintain and update system files to control all aspects of system operations and access
  • Manage the Help Desk and MLF systems performance
  • Maintain daily, weekly, and monthly reports on the Help Desk response performance
  • Provide customer feedback to the appropriate external support teams
  • Perform remote troubleshooting through diagnostic techniques
  • Resolve issues in a Help Desk ticketing system
  • Track and monitor all IT equipment
  • Other Duties & Responsibilities as needed

MLF is a faith-based organization with its ideals and philosophy coming directly from the Gospel of Jesus Christ.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

MLF is committed to creating a diverse environment and is proud to be an equal opportunity employer. Personnel are chosen based on ability without regard to race, color, religion, sex, national origin, genetics, disability, marital status, or sexual orientation in accordance with federal and state law.

It is important for all applicants to understand that Mobile Loaves & Fishes is an essential business that provides food, shelter, and other necessities of life for our neighbors who have experienced homelessness. We strive to joyfully maintain these essential services to those that are most in need in our community. All employees of Mobile Loaves & Fishes are expected to work onsite to maintain the essential functions of the organization. All applicants should be aware of our essential business classification before applying for open positions.

Goals

  • Transform the way people view the stereotype of those who find themselves homeless
  • To reconnect the homeless to self, family, and community
  • Help the chronically homeless rediscover and utilize their God-given talents to do purposeful work
  • To connect human to human, heart to heart through the fellowship of food and hospitality
  • Inspire people to give abundantly and offer their best first

Our Mission
We provide food and clothing, cultivate community and promote dignity to our homeless brothers and sisters in need.

Core Values

The vision is supported by core values centered on our belief that homelessness is the result of a profound catastrophic loss of family:

  • God, infinitely prefect and blessed in himself, in a plan of sheer goodness, freely created man to make him share in His own blessed life
  • By virtue of being created by God in His image, we are all called to live in community and relationship with Him through each other
  • The family is the original cell of social life
  • You shall love your neighbor as yourself
  • All members of the human family are equal in dignity
  • The Lord God took the man and settled him in the Garden of Eden to cultivate and care for it. Gen.2:15

Knowledge, Skills & Abilities:

  • Commitment to serving those who have experienced homelessness and personal alignment with MLF’s vision, mission, core values, and goals
  • The successful candidate will be passionate and knowledgeable about the nonprofit/social sector and MLF’s vision, mission, core values and goals
  • Bachelor’s Degree in computer science, information systems, engineering or related field, or relevant work experience
  • Experience and understanding of the following technologies:
    • DNS and DHCP management
    • AD, ADFS, and SSO technologies
    • Application monitoring and reporting tools
    • PowerShell and other automation technologies
    • AWS and Azure cloud services
    • Microsoft 365 Platform
  • Excellent analytical, conceptual thinking, problem solving, planning, and execution skills
  • Excellent Time Management and prioritization skills
  • Excellent verbal and written communication skills, including the ability to explain technical concept
  • Strong customer service orientation and a punctual, professional demeanor
  • Ability to quickly shift and adapt to an evolving and growing infrastructure
  • Must have a valid driver’s license

Work Environment & Physical Demands:

  • May on occasion be exposed to loud sounds and distracting noise levels
  • Works in close proximity to others

Our Purpose & Vision

We empower communities into a lifestyle of service with the homeless.

Guiding Principles
These Guiding Principles are the basis upon which MLF team members make decisions, plan strategies, and interact with each other and our community. The principles define the kind of leaders we are striving to be.

Yes, and…Positive Attitude

  • Looks for the positive in any situation
  • Begins with yes, and looks for positive possibilities from a proposed idea
  • Has a generally positive attitude

Semper Gumby (flexible/adaptable)

  • Adapts to big & small change well
  • Can formulate alternative plans when things change
  • Is teachable (learns from others) and willing to change

Relational

  • Develops numerous strong relationships with staff, neighbors & volunteers
  • Shows humility in his/her servant leadership
  • Looks for the good in others. Assumes the best in other’s intentions
  • Treats others with love & respect, including when talking about them to others
  • Works to resolve conflict with others, goes directly to the person

Team Player

  • Puts MLF above himself/herself and his or her program
  • Depends on others to help with solutions
  • Brings strengths of the team together

Communicator

  • Keeps others informed of things going on in their program
  • Communicates effectively to staff, neighbors & volunteers
  • Resolves conflict well & in a timely manner

Multiplier

  • Delegates effectively to staff, contractors & volunteers
  • Invests in developing staff, contractors & volunteers
  • Empowers staff, contractors & volunteers so that their talents & ideas are unleashed

Good Steward

  • Stewards MLF physical resources (money, land, equipment, etc.) well
  • Stewards MLF human resources well (staff, volunteers, donors, neighbors, & board)
  • Takes care of one self physically, mentally, emotionally & spiritually

Dependable/Accountable

  • Sets reasonable deadlines & meets them consistently
  • Keeps others informed if they won’t meet a deadline
  • Comes on time & prepared for meetings