GLIDEsf · 3 hours ago
Helpdesk Technician I
San Francisco
Full-time
Onsite
New Grad, Entry Level
$29/hr - $31.50/hrGLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices and transforming lives. The Helpdesk Technician I provides phone support and hands-on assistance for users with technology problems, acting as the primary service contact for internal customers and ensuring effective resolution of technical support requests.
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Responsibilities
Receive, prioritize, triage, document, and resolve Help Desk requests/tickets
Answer phone and radio calls, document tickets; route tickets to line of business queues, take ownership of IT support tickets, and route project requests that come in as tickets to the project queue
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 the 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
Will perform other duties as assigned
Qualification
Required
Any combination of education, training and experience that provides the required knowledge and abilities to fulfill the essential duties of Helpdesk Technician I
Application and proficiency supporting Microsoft Office 365 Office Suite, Windows, Mac OS, iOS and Android required
Administrative experience in Microsoft 365 (MS Azure, Entra, Intune, Defender, Exchange, SharePoint, Teams, etc.)
Experience with mobile device management (Intune, Jamf, etc.)
Experience with Hyper-V virtual machine management and/or Azure virtual machine management
Knowledge of basic computer hardware, and operating system diagnostic utilities
Experience configuring and troubleshooting LAN/WAN networks, routers, switches and wireless
Basic, scripting skills for workflow automation
Assisted in setup, configuration, and support of AV systems for meetings, classrooms and events
Ability to learn a wide variety of software and hardware is required
Proficiency in the operation of a web-based helpdesk ticketing system is required
Basic arithmetic skills applicable to working with computing systems are required
Excellent written and oral communication skills
Must be a 'people person,' with exceptional interpersonal skills, who is oriented towards providing exceptional customer service
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
Preferred
Experience in a non-profit, healthcare, or mission-driven environment
Proficiency in basic management of Active Directory
Professional certifications in relevant field
Able to provide on-the-spot user training (e.g., A/V equipment/changing toner)
Company
GLIDEsf
GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives.
Founded in 1929
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$26M2018-05-30Series Unknown· $26M
Leadership Team
Malcolm Walter
Interim CEO
Angelo Turner
Chief Development Officer
Recent News
2024-02-05
2023-10-24
Company data provided by crunchbase