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GLIDE’s Helpdesk Technician I provides hands-on support for users with technology and equipment problems. This person is the most important service contact for internal customers/staff and acts as an initial point of contact diagnosing a wide range of technical support requests, along with maintaining professional communication channels with vendors and internal/external customers over the phone, email and on-site/in-office visits. This position requires occasional evening and/or weekend work. Regular and predictable attendance is essential.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties can be assigned, and the duties and responsibilities of the job are subject to change without notice.
Receive, prioritize, document, triage and resolve end user help requests/tickets. Field incoming help requests in a friendly and considerate manner; escalate unresolved problems to Senior Technicians;
Maintain and/or support primarily Microsoft devices, some Mac OS devices, including phones and tablets. Apply available diagnostic utilities to aid in troubleshooting;
Perform hands-on fixes, including installing and upgrading software, installing hardware, configuring systems and applications, and training users as necessary. Test fixes to ensure problem has been resolved;
Create records in helpdesk ticketing system documenting problem-solving steps, including all successful and/or unsuccessful steps, through to final resolution or Tier II escalation;
Perform post-resolution follow-up when necessary to confirm the original issue was resolved;
Recommend software and hardware improvements/upgrades;
Perform preventative maintenance, e.g., checking and cleaning workstations. Record in the helpdesk system hardware repairs and failures;
Maintain procedures for logging, reporting, and monitoring systems’ performance. Maintain department supplies/hardware inventory;
Maintains a working knowledge of Information Security basics and operates with a high degree of confidentiality in both protecting IT Infrastructure information and handling sensitive information;
Moves, deploys and/or returns to storage electronic equipment such as computers and phones in accordance with organizational policy. Escalates any building infrastructure changes necessary to complete the request to the appropriate contacts;
Create, maintain and update end users’ FAQs;
Provide support to departmental projects as assigned;
Liaise with third-party support and soft/hardware vendors.
SUPERVISION:
None
QUALIFICATIONS:
Exceptional customer service orientation. A “people person”;
Exceptional interpersonal skills, with a focus on rapport-building, listening, questioning skills in user-friendly language, and ability to establish and maintain effective working relationships with those contacted in the course of work;
Proven analytical and problem-solving abilities and attention to detail;
Highly organized and efficient. Strong ability to get things done on schedule;
Must be self-motivated, energetic, committed, and outgoing with the ability to work independently and collaboratively;
Strong proactive sense of initiative and follow-through. Strong sense of accountability;
Works well under pressure in a demanding, fast paced and unpredictable work environment. Ability to operate with purpose, urgency and accuracy;
Has the ability to work effectively across cultures. Demonstrates a commitment to learning, communicating and working respectfully with people different from themselves;
Commitment to the mission, values, and philosophy of GLIDE.
EDUCATION and/or EXPERIENCE:
Any combination of education, training and experience that provides the required knowledge and abilities to fulfill the essential duties of Helpdesk Technician I;
Application support experience with Microsoft Office required;
Experience with Windows, Mac OS, iOS and Android required;
Knowledge of basic computer hardware required;
Knowledge of basic network and operating system diagnostic utilities;
Experience working with projectors and other common A/V presentation equipment.
COMPUTER SKILLS:
Ability to learn a wide variety different types of software and hardware is required;
Proficiency in the Office 365 Software Suite and associated administration tools is required;
Proficiency in the operation of a web-based helpdesk ticketing system is required;
Proficiency in basic RSAT software is desirable;
Proficiency in basic management of Active Directory is desirable.
CERTIFICATES, LICENSES, REGISTRATIONS:
Professional certifications in relevant fields are desirable but not required.
MATHEMATICAL SKILLS:
Basic arithmetic skills applicable to working with computing systems are required.
COMMUNICATION SKILLS:
Excellent written and oral communication skills;
Maintains confidentiality in a polite manner when required;
Able to provide on the spot user training (e.g. A/V equipment/changing toner).
PHYSICAL REQUIREMENTS
The physical demands described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
Ability to see details of objects at close range;
Ability to hear within normal range, and communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population;
Ability to use standard office equipment, and access, input and retrieve information from a computer. Ability to use keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time;
Requires physical ability to sit and keyboard for long periods of time (stationed at computer about 75% of work time);
This person must take frequent short breaks, integrate stretching into her/his daily duties to avoid musculoskeletal disorders;
Activities that occur frequently are: standing, walking, and handling. Activities that occur occasionally are: climbing staircases. Activities that occur infrequently are: bending, squatting, crouching, kneeling, twisting, reaching straight, above and below shoulder level. Ability to move, carry, lift up to 50 lbs. as this person will lift and transport moderately heavy objects, such as computers, large batteries, and peripherals;
Ability to move about GLIDE as needed.
WORK ENVIRONMENT
The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
Fast paced, with frequent interruptions, demanding, social services office environment;
Noise level is moderate to noisy and lighting is conducive to completion of work;
The employee may be exposed to air borne pathogens;
GLIDE’s buildings are located in the Tenderloin. Due to our surroundings, it is important to always be aware of what’s going on around you while walking around the neighborhood. GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.
GLIDE is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
At GLIDE, all employment is decided on the basis of qualifications, merit, and business need. We are committed to identifying and developing the skills and leadership of people from diverse backgrounds. People of color, differently-abled people and LGBT persons are strongly encouraged to apply.
Please send your resume for immediate consideration. Help us get to know you by including a note about yourself, plus any additional info that might be relevant!