Job Description
Founded in 1997, Think Together partners with schools to change the odds for kids by providing award-winning programs during and outside the school day. We’re one of California’s largest nonprofits working in school districts from San Diego to San Francisco. Whether you’re interested in early learning, elementary, middle or high school, you can invest in your community by working at a local school or working within our home office providing support! JOB SUMMARY The Employee Productivity Services Technician I, is a pivotal member of the IT department reporting to the Employee Productivity Services Supervisor, tasked with delivering technical support and ensuring smooth operation. This role is integral to empowering employees with essential technology, training, and support to enhance efficiency, productivity and maintain security standards.
The Employee Productivity Services Technician I, reporting to the Employee Productivity Service Supervisor, is responsible for providing essential technical support and troubleshooting assistance to users through the Helpdesk. They manage basic support tickets and ensure operational continuity by resolving issues promptly and effectively.
Key tasks include monitoring and managing the helpdesk ticket queue, updating inventory records, and tracking assets to maintain service standards. Additionally, support process improvement initiatives and assist in deploying and maintaining core technology resources.
ESSENTIAL DUTIES AND RESPONSIBILITIES Primary Role - Provide Technical Support Respond to and resolve help desk requests via phone, email, or ticketing system in a timely manner.
- Troubleshoot Issues Diagnose and resolve technical hardware and software issues involving network connectivity, operating systems, and more.
- Multi-Factor Authentication Responsible for guiding users through the secure setup/reset of MFA on their company user account.
- Documentation Maintain accurate records and documentation of reported incidents and troubleshooting steps taken.
- Install and Configure Software Assist users with installing, configuring, and upgrading software applications and utilities.
- Hardware Maintenance Perform hardware repairs and upgrades, including replacing components such as RAM, hard drives, and power supplies.
- Remote Desktop Support Provide remote assistance using remote desktop applications to resolve issues for off-site users.
- Network Troubleshooting Assist in troubleshooting network connectivity issues, including LAN, WAN, and VPN connections.
- Printer Support Provide support for printer setup, configuration, and troubleshooting for end-users.
- Mobile Device Support Assist users with setting up and troubleshooting mobile devices (smartphones, tablets, hotspots) for email, chat, network connectivity, etc.
- Data Migration Assist in transferring user data and settings when upgrading or replacing computers or mobile devices.
- Asset Management Assist in documenting IT equipment, including maintaining accurate records, assigning assets to users, updating status changes, and associating items within the CMDB for comprehensive tracking and management.
- VoIP Support Assist in setting up and troubleshooting Voice over IP (VoIP) systems and phones.
- System Monitoring Monitor system alerts and notifications; escalate issues as necessary to senior technicians or administrators.
- IT Project Support Provide support and assistance on IT projects, such as system upgrades, migrations, and deployments.
Secondary Role - Audio/Video Conferencing Support Assist in setting up and troubleshooting audio/video conferencing tools (e.g., Zoom, Microsoft Teams).
- Training and Support Provide basic training to end-users on new technologies and software applications.
- Security Awareness Assist in maintaining security protocols and ensuring compliance with organizational policies.
- Patch Management Assist in applying patches and updates to software and end user systems to ensure security and functionality.
- Knowledge Base Maintenance Contribute to the development and maintenance of a knowledge base of common issues and solutions.
- User Training Materials Assist in developing and updating user guides and training materials for IT systems and applications.
- Vendor Liaison Coordinate with external vendors and service providers for equipment repairs or service.
QUALIFICATIONS AND REQUIREMENTS - High school diploma or equivalent required.
- Additional certifications or coursework in IT-related fields preferred (e.g., CompTIA A+, Microsoft Certified Professional).
- 1-2 years of experience in a technical support role or helpdesk environment preferred.
- Hands-on experience with troubleshooting and resolving technical issues.
- Familiarity with operating systems (e.g., Windows, macOS, Linux) and common software applications.
- Experience working with FreshService or similar IT service management platforms.
- Experience with remote support tools.
- Basic understanding of network protocols and services (e.g., TCP/IP, DNS, DHCP).
- Strong customer service and communication skills, both verbal and written.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Demonstrates a passion for enhancing business operations through effective utilization of information technology tools.
- Exhibits trustworthiness and openness, fostering transparent communication within the team and with users.
- Possesses strong analytical skills and problem-solving abilities, applying excellent judgment in resolving technical issues.
- Displays effective negotiation skills, enabling smooth interactions with users to achieve optimal outcomes.
- Shows persistence, perseverance, and tenacity in addressing technical challenges and driving improvements.
- Exhibits excellent interpersonal and communication skills, facilitating clear and concise interactions with users and team members.
- Maintains a high level of personal motivation and drive to deliver quality technical support services.
- Adapts flexibly to changing work environments and user needs, ensuring seamless service delivery.
- Demonstrates curiosity and a proactive approach to learning, actively seeking out feedback and opportunities for improvement.
- Operates with integrity and transparency in all interactions, maintaining trust and credibility with users and colleagues.
- Organizes work efficiently and utilizes available resources effectively to meet deadlines and objectives.
- Remains persistent and resilient in the face of obstacles, continuously striving for excellence in support delivery.
COMPUTER SKILLS - Operating Systems - Proficiency in Windows, macOS, and Linux operating systems. Experience with mobile operating systems like iOS and Android.
- Software Applications- Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Familiarity with remote desktop software (e.g., TeamViewer, AnyDesk).
- IT Service Management (ITSM) Tools - Experience with ticketing systems (e.g., Fresh Service, Jira, Zendesk). Knowledge of ITIL processes and frameworks.
- Networking - Understanding of basic networking concepts (TCP/IP, DNS, DHCP). Experience with network troubleshooting tools (e.g., Wireshark).
- Cybersecurity - Familiarity with antivirus software, firewalls, and security protocols. Knowledge of best practices in cybersecurity and data protection.
- Hardware Setup and Maintenance - Ability to set up, configure, and maintain desktops, laptops, printers, and other peripherals. Experience with inventory management of hardware assets.
- Telecommunication Systems - Knowledge of VoIP systems and telecommunication hardware. Experience with phone system management and troubleshooting.
- Audio-Visual Equipment - Familiarity with AV equipment setup and maintenance for meetings and presentations. Experience with video conferencing tools (e.g., Zoom, Microsoft Teams).
- Managerial Skills - Ability to lead and manage a helpdesk team effectively. Experience in training and mentoring helpdesk staff.
- Performance Monitoring - Knowledge of performance metrics and KPIs for helpdesk operations. Experience with creating and analyzing performance reports.
- Customer Service - Strong customer service skills and the ability to handle escalated issues. Experience in developing and implementing customer service best practices.
- Project Management - Proficiency in project management tools (e.g., Asana, Trello). Experience in managing IT projects and change management processes.
COMPENSATION
This is the targeted compensation for the position. A range of factors, including but not limited to; location, skills, experience, will be considered. Actual compensation may vary.
Think Together is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, gender expression, pregnancy, childbirth or related medical conditions, religious creed, physical disability, mental disability, age for individuals age 40 and over, medical condition (as defined by state law (for example, cancer or genetic characteristics or HIV/AIDS), marital status, military and veteran status, sexual orientation, genetic information, citizenship status or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Job Tags
Hourly pay, Local area, Remote job, Home office,