support specialist San Francisco, CA
Job description
Job Title: IT Support Specialist
Dept./Team: Information Technology Department
Reports To: Helpdesk Manager
FLSA Status: Non-Exempt/ Union 37.5 hours per week
Level: 8
Salary: $60,891.48 - $64,599.80
ABOUT CHILDREN’S COUNCIL
For more than 45 years, Children’s Council has been the heart of childcare and early education in San Francisco, advancing the belief that high-quality childcare can transform lives and communities. Our more than 120 team members help families navigate their childcare and preschool options and secure financial assistance to pay for it. We provide home-based childcare businesses with the training and resources to succeed. Through a wide range of free programs and workshops, we support parents and caregivers as they build child development skills. As the city’s second-largest nonprofit contractor, with an annual budget of over $210 million, we are a major stakeholder in the childcare system. We educate the public and advocate for increased investment in early education at the local and state level. If you are a childcare champion, we want you on our team.
POSITION SUMMARY:
This Support Specialist supports staff in their use of the organization’s multiple technology systems. This role requires an in-depth knowledge of hardware and software solutions to respond to helpdesk questions, resolve technical problems, and improve the overall technical skill of our staff. This role also works closely with the rest of the IT team to develop training materials, perform one-on-one and/or group training, and create documentation for users. The role also administers several of our in-house IT systems. The IT Support Specialist will report to the Helpdesk Manager.
KEY QUALITIES:
- Self-starter with a friendly customer service attitude, punctuality, and ability to take direction
- Ability to work both independently and as a team while managing competing priorities.
- Strong problem-solving and analytical skills
- Strong interpersonal skills, including the ability to interact with persons of various social, cultural, economic and educational backgrounds.
- Proactive in approach to their work and takes initiative
PRIMARY RESPONSIBILITIES :
- Troubleshoot technical issues and conduct problem research, isolation, and resolution steps leading to resolution.
- Handle and resolve staff support requests using our internal helpdesk support system and resolve within the defined service level agreement for each priority. Will also escalate or engage senior level support when needed.
- Recognize patters of repeated and/or widespread issues and seek to find a permanent solution
- Install hardware and software and ensure software is kept up to date on staff systems.
- Use our inventory management system to track and maintain hardware and software inventory
- Train new and existing employees and/or team members on IT related hardware/software and processes
- System Administration of IT systems such as Office365, Mitel phone system, helpdesk system, Active Directory, and others as assigned.
- Perform break/fix repairs on staff devices such as desktops, laptops, etc.
- Project Management of IT projects that are small to medium in scope
- Create and maintain technical documentation both internal to the IT team and for staff
REQUIRED QUALIFICATIONS:
- At least 3+ years professional experience providing client-facing technical support in a corporate setting
- Excellent problem solving and troubleshooting skills
- Hands-on experience with PC deployments, installing/configuring software applications, and general troubleshooting of computers, laptops, network printers, etc.
- Practical knowledge with Windows 10 operating system, Office365, Microsoft Active Directory services, Windows servers, and standard networking protocols (TCP/IP and Ethernet)
- Prior experience providing outstanding customer service and problem resolution for end-users experiencing hardware and software issues
- Basic to mid-level Project Management skills
- A background check is required
PREFERRED QUALIFICATIONS:
- Microsoft certifications
- College degree
PHYSICAL REQUIREMENTS:
- Must be able to bend, stoop and crawl under desks, connect wires, use basic computer tools, use a hand truck, move hardware, and work at various workstations.
- Be able to lift and carry up to 30 pounds.
- Must be willing to work an occasional flexible work schedule for evening and weekend work.
COVID Policies:
All staff are required to be fully vaccinated (barring application for medical or religious exemptions). Wearing masks in the office is optional for our staff.
Hybrid Work:
We have adopted a hybrid working model and currently require employees to be present in the office at least 3 days per week, with the option to work 2 days per week remotely. There are a few roles where the hybrid schedule is not conducive. Similarly, there are a few positions that operate 100% remotely.
All applicants should be comfortable with both the remote and in office scenarios.
Compensation and Employee Benefits:
Salary: $60,891.48 - $64,599.80
Medical, dental, vision, Long-term disability, Life & Pet Insurance / 6.5% Employer 401K Matching program/ Tuition Reimbursement / FSA, HSA & Transit Commuter Benefits / Generous PTO accrual - 5 weeks annually / 15 paid holidays / Lunch-n-Learn Training Program.
Equal Opportunity & Equity Statement:
Children’s Council is an equal opportunity employer that values diversity as central to our work serving the San Francisco community. We comply with all applicable state and local laws governing nondiscrimination in employment. Our practices are in alignment with our commitment to workplace equity, diversity, and inclusion. We foster a work environment where our current and future staff feel welcomed without regard to race, color, religion, gender identity, national origin, sex, age, disability, or sexual orientation.
