Technical Support Specialist

2 months ago

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

Position: IT Help Desk Technician

Location: Operations Office - Taylorsville, UT

Remote Work: Hybrid

Employment Type: Regular

Compensation: $25.00 Hourly

Category: Information Technology

Overview:

Waterford Crystal Limited is seeking a proficient 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 guidance and support related to hardware and software systems.

Key Responsibilities:

  • Oversee, respond to, and escalate help desk inquiries as necessary.
  • Diagnose, troubleshoot, and deliver solutions for help desk challenges.
  • Engage in a 24/7 on-call rotation for urgent situations.
  • Escalate critical help desk and on-call emergencies to the IT department.
  • Set up computer hardware and accounts for new staff members.
  • Draft, review, and adhere to internal help desk protocols in collaboration with IT.
  • Identify and propose potential enhancements to procedures.
  • Promote and advocate for diversity, equity, and inclusive excellence.
  • Collaborate on and contribute to organizational DEI initiatives and objectives.

Technical Proficiency:

A successful Help Desk Technician should possess familiarity with a variety of technologies, including:

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

Qualifications:

  • Excellent communication skills, capable of conveying technical information clearly to a diverse range of end-users.
  • Strong customer service orientation and technical troubleshooting abilities are essential.
  • Solid understanding of computer systems, mobile devices, and other technology products.
  • A+, Network+, 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 parental empowerment. We develop programs that empower parents and caregivers as a child's first teacher at home while supporting educators in the classroom. Currently, we serve over 300,000 children across multiple states annually.

Commitment to Equity & Inclusion:

Our commitment to inclusive excellence is fundamental to our mission of universal literacy. Diversity, equity, and inclusion (DEI) are core values that shape our internal culture and guide our efforts to make a meaningful impact on children, families, and caregivers in underserved communities. At Waterford, we actively seek talent with diverse backgrounds, perspectives, experiences, and identities, demonstrating a commitment to advancing our mission.

Employee Development:

At Waterford, we believe in the limitless potential of our team members and their ongoing growth and development. We foster a culture that nurtures internal talent, prioritizing internal candidates for all job openings.

Equal Opportunity Employer:

Waterford Crystal Limited is committed to fostering 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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