Information Technology - Helpdesk Technician

ESSENTIAL FUNCTIONS

• 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.

This job description reflects management's assignment of essential functions.  It does not prescribe or restrict the tasks that may be assigned.

ESSENTIAL QUALIFICATIONS

• 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.