The Information Technology Help Desk Technician delivers initial desktop, network, and end-user support onsite for Tenderloin Housing Clinic staff and clients in San Francisco, maintaining prompt service in line with THC's Mission and Core Values.
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.
