Information Technology Help Desk Technician

Compensation

Hourly wage: USD 33 per hour.

Location

San Francisco, California (onsite).

Overview

The role focuses on delivering timely technical assistance and customer service to Tenderloin Housing Clinic end-users, with an emphasis on desktop and network support while upholding THC's mission and service philosophy.

Responsibilities

• Provide first line of support to troubleshoot network, hardware, software, and telephone problems.
• Act as a first point of contact for the Help Desk Support team to start the problem determination process for desktop and network issues.
• Organize, prioritize, and execute support requests.
• Document, track, and monitor problems to ensure timely resolution; escalate problems as appropriate.
• Serve as a liaison to other departments when setting up new staff members, computer equipment, software, or systems.
• Process equipment and software orders.
• Draft and update policies and procedures related to computer support including manuals and audits for installation and use of IT hardware and software.

Requirements

• Must have a minimum of 2 years of experience in Help Desk or equivalent responsibilities.
• Experience with networking and network administration, including cabling, routers, switches, TCP/IP, and data security.
• Experience with Windows 10 troubleshooting and problem solving.
• Experience installing and troubleshooting business oriented software for PCs (including Adobe, Outlook 2019, MS Access, MS Office 2019, and QuickBooks).
• Experience with Dell, HP, and PC compatible hardware.
• Knowledge of Windows 2016 Server; Veritas Backup Exec, Symantec, SQL Server 2014, and MS Access 2000.

Technologies

• Windows 10
• Windows 2016 Server
• Veritas Backup Exec
• Symantec
• SQL Server 2014
• MS Access 2000
• MS Office 2019
• Outlook 2019
• Adobe
• QuickBooks
• Dell hardware
• HP hardware
• PC hardware
• TCP/IP

Benefits

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

About the Position

The Information Technology Help Desk is responsible for delivering responsive customer service and first-line desktop and network technical support to all Tenderloin Housing Clinic end-users in alignment with THC's Mission, Core Values, and Customer Service Philosophy.

About the Agency

THC is a nonprofit organization providing housing, support services, legal aid, and advocacy. It delivers housing and comprehensive services to help disenfranchised low-income individuals in San Francisco achieve greater stability. The organization's Mission and Core Values guide its work in supporting clients.