Technical Support Assistant - Onboarding and Offboarding
Full-Time
$53.5k - $64.2k+ 10% employer 403(b) contribution
Mid
Associate's
San Francisco, CA, USA
HybridLocal travel between offices in San Francisco, San Mateo, and Marin Counties may be required.
IT OperationsIT Service Desk & End User Support
About the job
Requirements
An associate degree in a computer-related field, or an additional two years of related work experience.
At least two years of professional experience working in help desk support, preferably in a technology-related role.
Knowledge of new-hire frequently asked questions and ability to resolve them.
Knowledge of troubleshooting 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 VoIP 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.
Reliable transportation permitting travel to and between multiple locations throughout the day.
Ability to maintain client and agency information, including protected health information and personally identifiable information, as confidential and in compliance with HIPAA 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, including laptops and mobile 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 and update documentation for agency standards.
Provide first-level systems support for employees throughout the agency and elicit details of issues to prioritize and refer them appropriately.
Document relevant 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 an appropriately experienced technician as needed.
Record, track, and document help desk problem-solving through final resolution, including successful and unsuccessful decisions and actions taken.
Apply diagnostic utilities to aid in 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 and asset tags, and deploy equipment to staff.
Manage the 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 assigned duties or tasks.
Create and document procedures and processes as needed.
Travel between GGRC offices across San Francisco, San Mateo, and Marin Counties as needed.
Desired Qualifications
Experience in help desk support in a technology-related role is preferred.
Technical Support Assistant - Onboarding and Offboarding
Starting Salary Range: $53,481 - $64,177
GGRC is looking to hire a Technical Support Assistant who provides frontline IT support for GGRC by managing technology onboarding and offboarding, including account creation, hardware and software setup, access changes, and file migrations in coordination with HR and Operations. Delivers responsive help desk support with a strong focus on customer service, contributes to IT projects and system implementations, and travels between GGRC offices across San Francisco, San Mateo, and Marin Counties as needed.
This position offers the opportunity to work from our San Francisco office and from the comfort of your home in a hybrid setting. Local travel within the Counties of San Francisco, San Mateo and Marin maybe required. Access to reliable transportation permitting travel to and between many different locations throughout the day in order to perform the outlined responsibilities of the position.
Responsibilities:
Onboarding and Offboarding
Serve as 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, office phones for new staff.
Reset hardware, software and accounts, and prepare returned equipment for new employees.
Suspend/terminate accounts based on Agency Standard.
Create and/or update documentation for Agency Standards
Help Desk
Provides first level of systems support for employees throughout the agency and elicits details of issues in order to properly prioritize and refer issues
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Prioritize, track, and resolve support requests, escalating issues as appropriate. to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Create and/or update documentation for Agency Standards
Identify and learn appropriate software and hardware used and supported by the organization
Equipment Management
Performs routine maintenance on IT equipment such as data back-up, Server and network hardware maintenance, end user equipment hardware maintenance
Process and submit Purchase Order requests for IT equipment as needed§ Receive processed Purchase Orders, Asset Tagg, and deploy IT equipment to staff
Manage Computer Equipment Inventory, keep and update records for IT equipment.
Track and record equipment purchases and disposals to ensure compliance with applicable state requirements.
Provision and configure new equipment for staff in alignment with the agency standards.
Other
Monitors 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.
Maintain all client and agency information as confidential in compliance with the federal Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Lanterman Act
Maintain all client and agency PHI and PII as confidential.
Education and Experience
Associate degree in a computer related field (or additional 2 years work experience in related field)
Be knowledgeable and resolve new hire FAQs.
Knowledgeable in troubleshooting and resolving new hire account and login issues.
2+ years in a professional setting working in help desk support, preferably in a technology related role
Experience in administering current cloud applications such as Microsoft 365, Zoom, DocuSign etc.
Experience in enterprise level administration of applications and hardware.
Skills
Ability to lift 50lb.
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 VOIP phone services.
Knowledge of remote access software for remote end user support.
Knowledge of IPv4 networking, subnets, routing.
Knowledge of MDM administration
Written communication: ability to develop standard business communications, using proper grammar, spelling and punctuation.
Oral communication: ability to convey complex information and ideas in a clear, concise, and professional manner.
Ability to operate basic office equipment, including scanners, copiers, faxes, phones.
Intermediate knowledge of MS Word® (e.g., tables, mail merges, form creation), MS Excel® (e.g., Pivot Tables, Lookups, graphing), MS PowerPoint®, MS Outlook® (e.g., group list management, multi-calendar management, permissions)
Strong Documentation Skills
Ability to make decisions based on policies and/or similar scenarios.
Competency Traits:
Initiative
Customer service oriented
Troubleshooting
Attention to detail
Analytical thinking
Organizational ability
Time management
Collaboration/teamwork
Adaptability
Ability to work in a fast-paced environment
Capacity to learn new technologies and skills
What are the benefits to working with GGRC?
We offer a comprehensive benefits package including Medical and Dental benefits with a generous employer contribution and additional employer paid Life, Disability and Vision coverage
10% employer contribution to a 403(b) retirement account to help you save for the future!
GENEROUS TIME OFF BENEFITS!!!
No really, we mean generous:
13 vacation days, 15 sick days, 11 paid holidays, 6 personal holidays, and up to 5 paid days for continuing education
What makes GGRC so special?
GGRC values diversity, we believe in creating an environment where people of all backgrounds can collaborate to find solutions to complex problems. We are community minded and passionate.
GGRC values each person as a full, robust, and unique individual and interacts with each person in a manner that is respectful and responsive. We endeavor to place each person at the center of his, her or their own life. We approach each person as an expert on his, her or their own life and identity with a clear and attentive inquiry into what is important to, as well as important for, that one person (whether coworker or person-served, family member or other stakeholder).
How to apply:
GGRC values diversity; people of all backgrounds are encouraged to apply. Please complete the application and submit your most recent resume. If you feel that the questions do not accurately capture what you have to offer Golden Gate Regional Center, you are also welcome to attach a cover letter. Applications are being reviewed on a rolling basis so we encourage you to submit yours soon. We look forward to reading your application.
Golden Gate Regional Center is an Equal Opportunity Employer.