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Helpdesk Technician I

3 months ago

San Francisco, United States GLIDE Full time

**Responsibilities and Duties**:

- Receive, prioritize, document, triage and resolve end user help requests/tickets. Field incoming help requests in a friendly and considerate manner; escalate unresolved problems to Senior Technicians.
- Create records in helpdesk ticketing system documenting problem-solving steps, including all successful and/or unsuccessful steps, through to final resolution or Tier II escalation.
- Perform post-resolution follow-up when necessary to confirm the original issue was resolved.
- Recommend software and hardware improvements/upgrades.
- Perform preventative maintenance, e.g., checking and cleaning workstations. Record in the helpdesk system hardware repairs and failures.
- Maintain procedures for logging, reporting, and monitoring systems’ performance. Maintain department supplies/hardware inventory.
- Maintains a working knowledge of Information Security basics and operates with a high degree of confidentiality in both protecting IT Infrastructure information and handling sensitive information.
- Moves, deploys and/or returns to storage electronic equipment such as computers and phones in accordance with organizational policy. Escalates any building infrastructure changes necessary to complete the request to the appropriate contacts.
- Create, maintain and update end users’ FAQs.
- Provide support to departmental projects as assigned.
- Liaise with third-party support and soft/hardware vendors.

**Education and Experience Requirements**:

- Any combination of education, training and experience that provides the required knowledge and abilities to fulfill the essential duties of Helpdesk Technician I.
- Application support experience with Microsoft Office required.
- Experience with Windows, Mac OS, iOS and Android required.
- Knowledge of basic computer hardware required.
- Knowledge of basic network and operating system diagnostic utilities.
- Experience working with projectors and other common A/V presentation equipment.
- Exceptional customer service orientation. A “people person”.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, questioning skills in user-friendly language, and ability to establish and maintain effective working relationships with those contacted in the course of work.
- Proven analytical and problem-solving abilities and attention to detail.
- Highly organized and efficient. Strong ability to get things done on schedule.
- Must be self-motivated, energetic, committed, and outgoing with the ability to work independently and collaboratively.
- Strong proactive sense of initiative and follow-through. Strong sense of accountability.
- Works well under pressure in a demanding, fast paced and unpredictable work environment. Ability to operate with purpose, urgency and accuracy.
- Has the ability to work effectively across cultures. Demonstrates a commitment to learning, communicating and working respectfully with people different from themselves.
- Commitment to the mission, values, and philosophy of GLIDE.

**Computer Skills**:

- Ability to learn a wide variety different types of software and hardware is required.
- Proficiency in the Office 365 Software Suite and associated administration tools is required.
- Proficiency in the operation of a web-based helpdesk ticketing system is required.
- Proficiency in basic RSAT software is desirable.
- Proficiency in basic management of Active Directory is desirable.

**Certificates, Licenses, Registrations**:

- Professional certifications in relevant fields are desirable but not required.

GLIDE is proud to be an equal opportunity employer. As an equal opportunity employer, we are committed to identifying and developing the skills and leadership of people from diverse backgrounds. People of color, differently abled people and LGBT persons are strongly encouraged to apply.