Help Desk Technician
Job Description
Staff members of the Robotics Education & Competition (REC) Foundation have energy and passion for the mission and vision of the REC Foundation. This position is primarily responsible for providing technical assistance and support for computer systems, hardware, software, and other technology-related issues to internal and external customers.
Responsibilities
Monitor technology requests and respond promptly to all support requests
Triage support requests and assign tickets to appropriate team members or departments when necessary
Diagnose and resolve basic to moderately complex hardware, software, and equipment issues
Guide users through step-by-step solutions in a clear, professional manner to ensure a positive experience
Escalate unresolved issues to internal IT or development teams, and monitor progress to resolution
Document issues, troubleshooting steps, and final resolutions in appropriate systems
Set up and configure user accounts, hardware, software, and equipment
Assist with onboarding and offboarding processes for users accounts, hardware, software, and equipment
Maintain accurate inventory of technology equipment and software licenses
Support periodic audits of staff technology and supplies
Provide support for system installations, upgrades, replacements, and software configurations
Monitor and maintain the Greenville Office phone system
Assist with submitting technical or feature requests to internal development teams
Perform remote monitoring and management (RMM), compliance audits, and account/device health checks
Create and maintain internal knowledge base articles (KBAs) and end-user training documentation
Conduct in-person and virtual training sessions for individual staff, departments, or the broader organization
Ensure technology needs for events are allocated, supported, and dispersed appropriately
Provide testing and user support for RobotEvents, RECFEvents, and Tournament Manager
Contribute to IT initiatives, audits, events, and system/process improvements
Stay up to date on system updates, product changes, and emerging technologies relevant to the organization
Other Responsibilities
Understand, uphold, and implement organizational policies and standards, including but not limited to: Student-Centered Policy, Code of Conduct, Youth Protection Policy, Commitment to Event Excellence, and the Employee Handbook
Deliver exceptional customer service to REC Foundation customers, internally and externally
Uphold organization policies and standards, including but not limited to policies found in the Employee Handbook
Ensure and maintain an ethical, trusting, inclusive, and productive work environment
Provide continual feedback to help maintain program integrity
Perform other duties as assigned
Additional Information
Job Type Information: Full Time | Hourly | Non-Exempt
Primary Location: Greenville, TX office
Schedule: Typically 40 hours per week Monday - Friday (hours should incorporate the REC Foundation’s Core Hours of 9:00 AM to 3:00 PM in your time zone); Specific schedules will be discussed with your direct manage
Requirements
High School Diploma or GED
1-3 years of experience in a help desk or technical support role; experience in customer service is a plus
Experience with robotics is preferred but not required
Familiarity with help desk and ticketing systems
Basic understanding of computer systems, including Windows and Mac operations systems, mobile devices, and other technology equipment
Strong written and verbal communication skills
Ability to prioritize tasks and manage time effectively
Ability to stay organized and manage records consistently and confidentially
Ability to interface on a professional level with a variety of internal and external customers
Proficient in in Google Suite and Microsoft Office products
Familiarity with a variety of software applications, such as project manager software (ex. Asana, ClickUp), virtual meeting software (ex. Google Meet, Zoom), communication tools (ex. Slack, FreshDesk)
General knowledge of troubleshooting computers, printers, mobile devices, and software issues
Handle all confidential and proprietary information with discretion and professionalism
Travel Requirements
Attendance at the annual VEX Robotics World Championship for the full duration
Duration: Typically 10-12 days, depending on the event configuration and your specifically assigned duties
Timeframe: April/May (dates vary)
Location: 2025 - St. Louis, Missouri; Future Dates - TBD (the location typically changes every 4 years)
Willingness and ability to travel domestically (as needed and as budgets permit)
This includes, but is not limited to, the REC Foundation offices in Greenville, TX, REC Foundation events, conferences, in-person meetings, etc.
Full Time Benefits
Health Insurance: Benefit from comprehensive health coverage, including medical, dental, and vision insurance. We contribute to a portion of the insurance premiums, ensuring affordable access to healthcare services
Life Insurance: We provide life insurance coverage in the amount of each employee’s salary, offering peace of mind and support during difficult times.
Paid Time Off: Earn up to 15 days of paid vacation time over the course of the year to relax, travel, and recharge. Additionally, you’ll receive 5 days of paid sick time annually to prioritize the health of you and your family. Please note, paid vacation increases after every three years of tenure.
Paid Holidays: Celebrate and spend quality time with loved ones with paid holidays throughout the year. This includes an extended Winter Break.
Paid Volunteer Days: We support your efforts to give back by offering 3 paid volunteer days annually.
401(k) Retirement Plan: Take advantage of our 401(k) retirement plan, designed to support your long-term financial goals. Upon eligibility, you can benefit from up to a 4% match, helping you save effectively for the future.