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Golden Gate Regional Center

Nonprofit for developmental disability services

Technical Support Assistant - Onboarding and Offboarding

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeSan Francisco, CA, USA

About the Job

Requirements

  • An associate degree in a computer-related field, or two additional years of related work experience.
  • At least 2 years of professional help desk support experience, preferably in a technology-related role.
  • Knowledge of new-hire frequently asked questions and the ability to resolve them.
  • Knowledge of troubleshooting and resolving new-hire account and login issues.
  • Experience administering current cloud applications such as Microsoft 365, Zoom, and DocuSign.
  • Experience with enterprise-level administration of applications and hardware.
  • Ability to lift 50 pounds.
  • Knowledge of computer hardware and software, including Windows, internet usage, Microsoft Office Suite, Adobe products, DocuSign, Zoom, and other web-based applications.
  • Familiarity with Windows and Android hardware.
  • Knowledge of Microsoft Entra, SharePoint, Exchange, Intune, and other Microsoft Cloud Services.
  • Knowledge of enterprise voice over internet protocol phone services.
  • Knowledge of remote access software for remote end-user support.
  • Knowledge of IPv4 networking, subnets, and routing.
  • Knowledge of mobile device management administration.
  • Ability to develop standard business communications using proper grammar, spelling, and punctuation.
  • Ability to convey complex information and ideas clearly, concisely, and professionally.
  • Ability to operate basic office equipment, including scanners, copiers, fax machines, and phones.
  • Intermediate knowledge of Microsoft Word, including tables, mail merges, and form creation; Microsoft Excel, including pivot tables, lookups, and graphing; Microsoft PowerPoint; and Microsoft Outlook, including group list management, multi-calendar management, and permissions.
  • Strong documentation skills.
  • Ability to make decisions based on policies or similar scenarios.
  • Ability to maintain client and agency information, including protected health information and personally identifiable information, confidentially in compliance with the federal Health Insurance Portability and Accountability Act of 1996 and the California Lanterman Act.

Responsibilities

  • Serve as the first contact for new-hire technical questions and support.
  • Respond to and resolve common new-hire technology inquiries and access issues.
  • Create accounts based on agency standards.
  • Configure and deploy agency devices, such as laptops, mobile phones, and office phones, for new staff.
  • Reset hardware, software, and accounts, and prepare returned equipment for new employees.
  • Suspend or terminate accounts based on agency standards.
  • Create or update documentation for agency standards.
  • Provide first-level systems support for agency employees, elicit details of issues to prioritize and refer them appropriately.
  • Document pertinent end-user identification information, including name, department, contact information, and the nature of the problem or issue.
  • Prioritize, track, and resolve support requests, escalating issues to appropriately experienced technicians as appropriate.
  • Record, track, and document the help desk problem-solving process, including successful and unsuccessful decisions and actions, through final resolution.
  • Apply diagnostic utilities to aid troubleshooting.
  • Identify and learn the software and hardware used and supported by the organization.
  • Perform routine maintenance on IT equipment, including data backup, server and network hardware maintenance, and end-user equipment hardware maintenance.
  • Process and submit purchase order requests for IT equipment as needed; receive processed purchase orders, asset-tag equipment, and deploy it to staff.
  • Manage computer equipment inventory and maintain and update IT equipment records.
  • Track and record equipment purchases and disposals to ensure compliance with applicable state requirements.
  • Provision and configure new equipment for staff in alignment with agency standards.
  • Monitor daily system operations throughout the agency to identify potential issues.
  • Maintain and update written procedures as systems and processes evolve.
  • Participate in special projects and assist with additional duties or tasks as assigned.
  • Create and document procedures and processes as needed.
  • Travel between GGRC offices across San Francisco, San Mateo, and Marin Counties as needed.

About the Company

Golden Gate Regional Center

Nonprofit for developmental disability services

Golden Gate Regional Center coordinates services for people with intellectual and developmental disabilities in San Francisco, San Mateo and Marin counties. Its Early Start program supports eligible infants and toddlers with developmental delays or a high risk of delay, while other services follow people into adulthood. Staff assess eligibility, develop individual plans with families and arrange support through community providers so people can live in their own communities. The private nonprofit operates within California's regional center system and receives public funding through the state's Department of Developmental Services. It began in 1966 and is headquartered in San Francisco, California.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
San Francisco, CA
Founded
1966

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