Information Technology - Helpdesk Technician

• Provide first line of support to troubleshoot network, hardware, software, and telephone problems.
• Act as a first point of contact for the Help Desk Support team to start the problem determination process for desktop and network issues.
• Organize, prioritize, and execute support requests.

• Document, track, and monitor problems to ensure timely resolution; escalate problems as appropriate.

• Serve as a liaison to other departments when setting up new staff members, computer equipment, software, or systems.

• Process equipment and software orders.
• Draft and update policies and procedures related to computer support including manuals and audits for installation and use of IT hardware and software.
• Provide excellent and thorough on-site technical support.

• Track, distribute, and install equipment and related materials.

• Assist with computer operation scheduling, backup, storage, and retrieval functions of the computer network.
• Manage logins and passwords for all systems and applications.
• Monitor information systems policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
• Monitor system performance and test disaster recovery plans.

• Install cabling to support phone, network, and CCTV in a professional manner.

• Respond to all phone messages, staff requests, and emails as appropriate and in a timely manner.

• Maintain confidentiality of employee and agency records and concerns.
• Attend all meetings as scheduled and participate in meetings as requested.

Information Technology & Information Systems, Help Desk, Network Administration/Management, 1st Level Support, Network System Hardware, Desktop PC, Help Desk, Establish Priorities, Time Management, Computer Software, * BS/BA degree in related field required.

• Windows MCSA Certification or working toward certification preferred.
• Must have a minimum of 2 years of experience in Help Desk or equivalent responsibilities.
• Must have experience with networking and network administration, including cabling, routers, switches, TCP/IP, and data security.
• Must have experience with Windows 10 troubleshooting and problem solving.
• Must have experience installing and troubleshooting business oriented software for PCs (including Adobe, Outlook 2019, MS Access, MS Office 2019, and QuickBooks).
• Must have experience with Dell, HP, and PC compatible hardware.
• Must have knowledge of Windows 2016 Server; Veritas Backup Exec, Symantec, SQL Server 2014, and MS Access 2000.
• Must have motivation and desire to solve technical issues and help end-users.
• Must have an ability to effectively present information and respond to questions from groups of staff and managers, and to communicate highly technical information to non-technical end-users.

• Must have demonstrated problem-solving skills.

• Must have an ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.

• Must have demonstrated customer service skills.

• Must read, communicate orally, and write in English.

• Must be able to handle multiple tasks simultaneously in a fast-paced environment with excellent attention to detail.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.[1]

[1] Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with conviction and arrest records.