Join Us AS Sr. Helpdesk/Desktop Support Technician
Company: Edgewood
Job description: NOTE: The California Department of Public Health (CDPH) has issued new requirements for health care and congregant care facilities to decrease the risk of COVID-19 outbreaks. Based on the CDPH public health mandate, all candidates for positions at Edgewood Center must provide proof of vaccination. Edgewood Center will consider applicants with ADA and Title VII exemptions on a case-by-case basis.Mission Statement: To be the place for all bay area children and families to find the care they need in support of their mental health and well-being.Vision Statement:For everyone we serve to gain a better understanding of self, build confidence, gain strength, and welcome joy.Sr. Helpdesk/Desktop Support Technician-this is a non-exempt, full-time position located on-site in San Francisco at our Vicente campus.About Edgewood:Each person who works at Edgewood Center for Children and Families shares a passion for making a difference in the lives of the children and families who we serve in the San Francisco Bay Area. Employees find themselves surrounded by a diverse and extraordinary group of dedicated professionals, in welcoming environments characterized by whole-person care, open communication, creative support and a commitment to growth, healing and improving each day. Edgewood’s successes come from our employees and the positive results they help create for children and families. When you join Edgewood, you join a culture of purpose and belonging, where your growth is a priority, your identity is embraced, and the work you do matters.Position Summary
The Sr. Help Desk/Desktop Support technician is responsible to provide first and second level IT support to staff across all Edgewood (including remote) locations. The Sr. Help Desk/Desktop Support reports to the Director IT Support & Infrastructure.Essential Functions
- Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.
- Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.
- Analyzing and making recommendations for hardware and software standardization.
- Creating user accounts and managing access control based on company policies.
- Installing, configuring and maintaining desktop and laptop PCs and peripherals such as printers.
- Installing and configuring application and operating system software and upgrades.
- Troubleshooting and repairing hardware and network connectivity issues.
- Removing old equipment and performing data migration to new machines.
- Researching and resolving complex problems.
- Analyzing and identifying trends in issue reporting and devising preventive solutions.
- Mentoring more junior help desk personnel on hardware and software problem analysis and resolution.
- Resolving complex issues requiring detailed systems and applications knowledge.
- Taking initial telephone or email inquiries and troubleshooting and managing hardware, software or network problems.
- Recognizing and escalating more difficult problems to next level of support.
- Logging call activity or creating/dispatching Service-now tickets.
Core Competencies
- Must be able to Communicate effectively with users
- Must be able to solve complex problems and develop solutions
- Must have minimum 3 years of experience in Helpdesk troubleshooting
- Must be able to document helpdesk tickets and solutions
- Must be able to lead by mentoring others within the team
- Must be able to communicate with colleagues to solve complex problems as a group
- Must be able to learn new computer skills as technology evolves
- Contributes positively to creating a healing-centered, welcoming, anti-racist, LGBTQ+ affirming team and organization.
- Demonstrates cultural competency, humility, and sensitivity treating youth, families, and colleagues with dignity and respect.
Applied Knowledge, Skills, and Abilities
- Extensive experience with desktop hardware, software applications, operating systems and network connectivity (Microsoft Windows 10,11, Office 365 Suite, Sophos, Cisco VPN, Okta, Service-now, Cisco Umbrella, Sophos, Ninjarmm, DUO, Zoom, Adobe, Virtru, Docusign, Shoretel). Able to perform Onboarding/Offboarding of users in Active Directory with Okta Integration.
- Support Agency’s Printers in Papercut ( Ricoh / HP)
- Support Agency’s FaxAnywhere System
- Support Agency’s Shoretel Phone System and assist in deployment or setup with voicemail.
- Basic knowledge of networking technologies and devices like hub, switch, router, firewall
- Customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.
- Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
Physical, Environmental, and Mental Requirements
- Strength and Motion: Occasionally required to lift/carry objects up to 50 lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, etc. Must be able to walk, stand, sit for extended periods. Must be able to climb stairs, stoop, kneel and crouch.
- Vision and Hearing: Frequently required to read documents, written reports, and plans. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff, etc. Must be able to speak clearly and understand/be understood using the English language.
- Cognitive: Frequently required to concentrate on moderate detail with constant interruption. Must be able to attend to a task/function for 20-45 minutes at a time. Frequently required to understand and relate to specific ideas, several at a time. Must be able to remember multiple tasks/assignments given to self and others over a period of several days.
- Work Environment: Exposure to varied office and mixed (residential/office) environments.
- Equipment: Required to use a wide variety of information technology systems such as, but not limited to, computers, phones, and mobile devices, etc.
Salary InformationThis hourly rate range for this position is: $33.22-$35.33. As part of our team, benefits-eligible employees receive an excellent comprehensive benefits package:
- 16 days of PTO the first year and more thereafter
- Nine paid holidays
- Five health and wellness days off annually
- 10% additional pay for community-relevant second language fluency
- Medical/Dental/and Vision plans
- 403 B Retirement Plan with agency match
- Employee Assistance Program
- Commuter Benefits Program
- Medical and Childcare Flexible Spending Accounts
- Pet Insurance
- Identity Theft Protection Plan
- Paid employee referral program
- Career advancement opportunities
- Retention bonuses for many positions
- Continuing Education expense reimbursement
- Professional licensing fee reimbursement
- Professional Development reimbursement opportunities
- Verified Public Service Loan Forgiveness Employer
Equal OpportunityEdgewood is proud to be an equal-opportunity employer. People of color, women, persons with disabilities, and persons who are lesbian, gay, bisexual, transgender, or intersex are encouraged to apply. Edgewood maintains a policy of non-discrimination with respect to employees and applicants for employment. No aspect of employment will be influenced in any matter by race, color, religion, sex, age, national origin, marital status, ethnicity, religion, sexual orientation, gender identity and/or expression, physical disability (including HIV or AIDS), medical condition, perceived physical disability, veteran status or any other basis prohibited by statute.
Expected salary:
Location: San Francisco, CA
Job date: Thu, 05 Sep 2024 02:36:03 GMT
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