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This is a hybrid position - must be able to commute to San Diego office 2 days per week.

The IT Helpdesk Technician is the primary point of contact for CSE staff seeking technical IT support and provides day-to-day tech support to employees for network infrastructure and computer systems’ software and hardware. Under the direction of the Sr. IT Manager or IT Technician, the ideal candidate will leverage technical support and business acumen with a customer service-oriented mentality in troubleshooting & resolving issues, including answering Microsoft Teams calls and email messages directed to the IT Help Desk.

Essential Functions and Responsibilities:

IT Help Desk

• Work within the framework of Center for Sustainable Energy Help Desk and customer service processes.
• Serve as first line technical support for all IT issues within CSE’s hybrid office/remote environment.
• Professionally interact with internal staff on all levels to resolve issues and provide timely follow-up .
• Maintain Helpdesk ticket queues, including updating CSE’s Freshdesk support ticket system.
• Help prioritize assignments with the Helpdesk team.
• Respond, research, troubleshoot, resolve and document technology-related problems in timely manner.
• Troubleshoot MFA / 2FA issues.
• Ensure proper documentation of issues & resolutions in tickets for users and to other IT staff.
• Know when to escalate problems that require additional support.
• Serve “On Call” if needed.

Equipment & Workstation Support

Ability to set up computers from scratch, including:

• Installation of Windows on a blank hard drive and configure endpoint all the way through to issuing to end user
• Joining computers to a Windows Domain.
• Enabling/Troubleshooting Bitlocker encryption.
• Installing & configuring cloud-based apps, including Microsoft 365 and troubleshoot end user login issues with those apps.
• Assist in maintenance of computer software when necessary.
• Occasionally set up office and cubicle workstations, including laptop, docking station, monitors, cabling, etc.

Other Essential Duties

• Troubleshoot CSE employees’ home network connectivity issues for various devices, including computers, printers, scanners, and smart phones.
• Perform disassembly and minor maintenance to repair and clean up equipment for disposition.
• Maintain technology inventory for CSE, including application software licenses.
• Provide additional facilities and office services support as necessary.
• Administer Microsoft 365 services, including Hybrid Active Directory new user creation and user management, O365 email configuration, and SharePoint Online administration.
• Troubleshoot and resolve end-user issues related to Microsoft 365 applications and services.
• Collaborate with other IT members to ensure seamless integration and functionality of Microsoft 365 within the organization.
• Assist in the development and delivery of user training and documentation for Microsoft 365 applications and services.
• Maintain industry expertise by learning new and evolving technologies and by attaining desired professional certification trainings.

Role Specific Responsibilities

• Under direction of senior staff, work Helpdesk tickets, be the primary support for workstation support in the office and help maintain technology inventory.

QUALIFICATIONS

Required

• 2-3 years of service experience comprised of the following technologies:
  • Industry standard PC hardware (HP preferred).
  • 95% Windows 10 OS on HP laptops, 5% on Mac.
  • Network connectivity with VPN understanding for overall troubleshooting purposes
• Good problem-solving skills to identify software issues and install & configure software.
• Good customer-service orientation, with ability to work remotely with non-technical personnel to discuss & resolve technical issues.
• Good time management skills with ability to prioritize duties independently.
• Good verbal and written communication skills.
• Reside within 30 miles of our San Diego office. (In office ~2 days per week)

Preferred

• Knowledge of applications and techniques used in software security.
• Professional Certifications preferred: CompTIA A+ / Net+, Microsoft Certified Fundamentals.
• Cloud-based service exposure including Microsoft 365, Okta, CrowdStrike, Box, SharePoint Online.
• Amazon Web Services (AWS) familiarity.

Education:

• Associate Degree with 4 years of related experience or equivalent.
• Bachelor Degree with 2 years of related experience or equivalent.

Experience:

• 3+ years hands on Help Desk experience with PC workstations and servers in an enterprise environment or equivalent work experience.

Licenses, Certificates or Registrations:

• Must have valid California driver’s license with reliable transportation.