Technical Support Specialist

2 months ago

San Francisco, California, United States Waterford Crystal Limited Full time

Position: IT Help Desk Technician

Location: Operations Office

Remote Work: Hybrid

Employment Type: Regular

Compensation: $25.00 Hourly

Category: Information Technology

Overview:

Waterford Crystal Limited is seeking a proficient IT Help Desk Technician to deliver prompt and effective technical support for computer systems. This role encompasses all user assistance services within the IT department, providing technical support related to hardware and software.

Key Responsibilities:

  • Oversee, respond to, and escalate help desk inquiries as necessary.
  • Diagnose, troubleshoot, and offer solutions for technical issues.
  • Participate in a 24/7 on-call rotation for urgent situations.
  • Escalate critical help desk emergencies to the IT department.
  • Provision computer hardware and accounts for new hires.
  • Draft, review, and adhere to internal help desk protocols in collaboration with IT.
  • Identify and propose enhancements to existing procedures.
  • Promote and advocate for diversity, equity, and inclusion within the organization.
  • Contribute to organizational DEI initiatives and objectives.

Technical Proficiencies:

A successful Help Desk Technician should be knowledgeable in the following technologies:

  • Atlassian Suite
  • Slack
  • Google Workspace
  • Outlook
  • Office 365
  • Windows 10/11
  • macOS
  • Linux
  • Intune/Azure
  • Basic understanding of enterprise networks
  • Installation of software and hardware on end-user devices

Qualifications:

  • Excellent communication skills, capable of conveying technical information to a diverse audience.
  • Strong customer service and technical troubleshooting abilities are essential.
  • Solid understanding of computer systems, mobile devices, and various technology products.
  • A+, Network+, or an Associate Degree in Information Systems, or equivalent certifications are preferred.

About Waterford Crystal Limited:

Waterford Crystal Limited is a not-for-profit organization dedicated to achieving universal literacy for children through equity, access, and parent empowerment. We create programs that empower parents and caregivers as a child's first teacher at home and support educators in the classroom.

Commitment to Equity & Inclusion:

Our commitment to inclusive excellence is fundamental to our mission of universal literacy. Diversity, equity, and inclusion are central to our operations and influence our culture, driving our focus on making a positive impact for children and families in underserved communities.

Employee Development:

We believe in the potential of our team members and their continuous growth. We prioritize internal candidates for all job openings, fostering a culture that nurtures talent from within.

Equal Opportunity Employer:

Waterford Crystal Limited is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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