IT Applications Support Technician

Travis Association for the Blind/Austin Lighthouse•Austin, TX

1d•Onsite

About The Position

Travis Association for the Blind/Austin Lighthouse (TAB) a non-profit organization, was founded in 1934 by Dr. Henry L. Hilgartner and other civic-minded citizens of Austin to provide a setting where blind men and women could come to learn skills and create products that were sold door to door. Today, Travis Association for the Blind stays true to the mission established in 1934 by providing opportunities for economic and personal independence for people who are blind, visually impaired, or deaf blind by creating, sustaining, and improving employment. We continue to grow and expand the services we provide to blind Texans. Our Core Values guide us in everything we do: LIGHT : L eadership, I ntegrity, G rowth & Innovation, H eart, and T eamwork. TAB offers a variety of benefits to include : 403(b) retirement plan; health insurance; dental insurance; vision insurance; employee assistance program; life insurance; paid time off; paid holidays; employee appreciation events; and more. Job Summary The Applications Support Technician provides frontline support for the organization's enterprise applications and end-user technology. This role assists employees with troubleshooting application issues, supporting accessibility technologies, and ensuring business systems remain usable for daily operations. This is an on-site, customer-facing role that works directly with staff across the organization to resolve application issues, answer user questions, and escalate complex problems to senior IT staff when necessary. The position also provides occasional hands-on support for desktop computers, laptops, printers, and workplace technology, and assists employees with accessibility software and devices.

Requirements

Knowledge of enterprise application administration including ERP, CRM, HRIS, and related business platforms
Knowledge of common desktop software environments
Basic understanding of user access management concepts
Troubleshooting application and software issues
Supporting end users with varying levels of technical familiarity
Documenting issues and resolutions clearly in a ticketing system
Skill in developing and maintaining technical documentation including system configurations, integration maps, and user guides
Skill in delivering end-user application training to diverse audiences
Ability to manage multiple application administration priorities concurrently and communicate status effectively to the IT Systems Manager
Ability to collaborate with business stakeholders and vendors to define requirements and deliver application solutions
Proficiency in Microsoft Office Suite; familiarity with ITSM ticketing systems such as FreshService or comparable platforms
Able to read, comprehend and understand information and ideas presented in writing or in alternative form
Able to multitask, prioritize, and manage time efficiently
Demonstrates sound work ethics
Possesses cultural awareness and sensitivity
Bachelor's degree in computer science, Information Technology, Information Systems, or a related field; or equivalent relevant work experience
Minimum of 3 years of experience in enterprise application administration or a related IT role

Nice To Haves

Experience administering ERP systems (e.g., Syteline, Microsoft Dynamics, SAP, or comparable) preferred
Experience with Salesforce CRM administration preferred
Experience with application integration platforms or middleware (e.g., Boomi, MuleSoft, Azure Logic Apps) preferred
ITIL Foundation certification or comparable IT service management credential preferred
Microsoft certifications (e.g., Azure Administrator AZ-104 or M365) preferred

Responsibilities

Provide Tier 1 support for enterprise applications including ERP, CRM, HRIS, and other internal systems.
Respond to user questions, troubleshoot basic application issues, and assist with system navigation or functionality.
Escalate complex issues to senior IT staff or application administrators as needed.
Serve as a customer-facing technical resource supporting internal users with business applications and workplace technology.
Assist employees with resolving common software and technology issues that impact daily operations.
Assist employees with accessibility technologies used throughout the organization, including screen readers, adaptive software, and assistive input devices.
Work with IT staff to troubleshoot accessibility-related issues when they arise.
Provide occasional hands-on support for desktops, laptops, printers, and other workplace technology.
Assist with basic troubleshooting, setup, and replacement of end-user equipment when needed.
Assist with user access requests and basic account troubleshooting within business applications.
Ensure requests follow established security and approval processes.
Document issues, resolutions, and troubleshooting steps in the IT service management system.
Assist with maintaining basic user documentation and internal support materials.
Provide basic guidance and assistance to users learning enterprise applications.
Support onboarding new employees by helping them access and use required systems.
Assist with gathering information for vendor support requests when needed.
Help collect error logs, screenshots, or system details required for troubleshooting.
Complies with and assist other employees understand and comply with TAB's policies and procedures.
Behaves in accordance with the key behaviors aligned with TAB's Core Values of Leadership, Integrity, Growth & Innovation, Heart and Teamwork (LIGHT).
Other duties as assigned