Help Desk Technician

We are seeking a customer-focused and technically skilled IT Support Technician to provide first and second-tier technical support in a fast-paced environment. This role supports faculty, staff, and end users through phone, email, walk-in, remote, and field support while ensuring exceptional customer service and timely issue resolution., * Provide Tier 1 and Tier 2 technical support via phone, email, walk-ins, remote desktop, and onsite support

• Resolve technical issues on first contact whenever possible
• Troubleshoot hardware, software, network connectivity, login/authentication, and peripheral issues
• Support both Windows and Mac environments
• Provide support for NEC PBX and Cisco VoIP phone systems
• Perform Moves, Adds, and Changes within Pinnacle Call Management System
• Open, document, track, and update tickets within ServiceNow or other ticketing systems
• Monitor and respond to support requests, voicemails, and self-service tickets in a timely manner
• Escalate complex issues to senior technicians or engineers as needed
• Identify widespread outages or recurring issues and communicate appropriately
• Deploy, retrieve, configure, and support IT assets including laptops, desktops, and peripherals
• Transfer user data and assist with onboarding and setup of new equipment
• Provide end-user training and demonstrations for supported technologies
• Assist with classroom technology support and equipment reservations
• Support POS/Micros cash register systems
• Collaborate with internal IT teams on projects, testing, and process improvements
• Assist in creating documentation, procedures, and knowledge base articles
• Provide mentoring and guidance to student assistants or junior technicians
• Deliver weekly status updates regarding projects, accomplishments, and challenges

Do you have experience in macOS?, The ideal candidate has strong PC and Mac troubleshooting skills, excellent communication abilities, and a positive, professional attitude. This individual must be self-motivated, patient when solving technical issues, and comfortable supporting a diverse user base., * 1-2 years of experience in a Help Desk, Desktop Support, or IT Support role

• Strong customer service and interpersonal communication skills
• Basic to intermediate knowledge of PC and Mac operating systems
• Experience troubleshooting hardware, software, and networking issues
• Understanding of:
• Active Directory
• TCP/IP networking
• User account authentication
• Remote support tools
• Experience with ticketing systems such as ServiceNow
• Ability to prioritize tasks and work independently in a fast-paced environment
• Strong organizational and documentation skills
• Professional demeanor with a positive and team-oriented attitude

Preferred Qualifications

• Experience supporting Cisco VoIP or NEC PBX systems
• Experience with classroom technology support
• Experience deploying and imaging computers
• Familiarity with POS/Micros systems
• Exposure to server support concepts in Windows and Mac environments, * Energetic, dependable, and self-motivated
• Patient and calm under pressure
• Passionate about helping users and solving technical problems
• Comfortable working independently and collaboratively
• Strong communicator with exceptional customer service skills

Work Environment

• Fast-paced IT support environment
• Combination of desk-side, remote, and field support
• Frequent interaction with staff, faculty, students, and leadership
• Opportunity to participate in IT projects and professional development initiatives

5.05.0 out of 5 stars San Francisco, CA 94117 $24 - $25 an hour - Contract