Job description

Title: IT Support Specialist

Department/Program: IT Dept

Hours/wk: 40 hrs Benefits: Yes

Status: Regular Exempt/Nonexempt: Nonexempt

Essential IT Support Specialist Job Duties include, but are not limited to:

• Provide Windows desktop, network and mobile devices support to staff via on-site visits, remotely, over the phone and resolve help desk tickets
• Assist with implementing IT projects including networking, servers, and endpoints
• Help with asset management and staff onboarding and off-boarding
• Provision new equipment for staff
• Troubleshoot areas of poor IT performance and identify effective solutions to resolve issues both in the immediate future and for the longer term
• Meet or exceed user staff expectations on response quality, timeliness of responses, and overall experience.
• Comfortable working independently and ability to complete assigned projects on time
• Ability to communicate technical concepts clearly and effectively, both in writing and verbally
• Track and thoroughly detail technology issues through helpdesk ticketing system
• Other duties, as assigned

Educational level, Experience, & Other Requirements:

• At least a High School degree or equivalent certifications
• Minimum of 3 years of related experience
• Strong troubleshooting skills for issues that may impact networks, printers and other peripherals
• Outstanding customer service and interpersonal skills
• Demonstrated skills in developing technical solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practicable, and consistent with organization objectives. Skilled in root-cause analysis.
• Strong organizational skills and ability to prioritize tasks among many competing requests
• Demonstrated understanding of IT Support as part of a business function (SLA’s, ITIL practices, etc.)
• Experience with supporting the following IT platforms is preferred (VPN, ADDS, GPO, DNS, RADIUS, DFS, Virtualization, Salesforce, Google Workspace, and other SAAS application)
• Strong experience with Windows Operating Systems (10, Server 2012, 2016, 2019)
• Understanding of network connectivity and troubleshooting related user issues.
• Experience working in a non-profit, community-based, and/or professional office setting environment, preferred
• Strong commitment to the philosophy, goals, & mission of RAMS, including providing culturally competent services in a community setting
• Strong interpersonal skills and ability to work effectively, function independently, and interact professionally with a diverse, multi-cultural, and interdisciplinary staff of all levels

Job Type: Full-time

Pay: $35.00 - $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• San Francisco, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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