IT Support Technician II

IT Support Technician

II CURRY SENIOR CENTER - 3.3

San Francisco, CA Job Details $37 - $39 an hour 14 hours ago Qualifications Network troubleshooting Wireless networking Equipment troubleshooting IT services information & network security IT Network infrastructure management 802.11 (Wi-Fi) Full Job Description

JOB SUMMARY

This role is responsible for providing advanced technical support to staff, maintaining IT systems, and ensuring reliable operation of hardware, software, and network resources. This role focuses on troubleshooting technical issues, supporting end users, installing and configuring systems, and assisting in maintaining the security and integrity of the organization's IT infrastructure. The position requires strong customer service skills, attention to detail, and the ability to resolve technical issues in a timely and effective manner. The role is a member of the Facilities, IT, and Operations team, and is expected to overlap and cover for redundancy among the Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide technical support to staff for hardware, software, network, and system issues. Troubleshoot and resolve help desk tickets in a timely manner while serving as a point of escalation for complex technical issues and system outages. Install, configure, and maintain desktops, laptops, printers, and mobile devices. Assist with onboarding and offboarding of employees, including account setup and equipment deployment. Maintain user accounts, permissions, and access in various systems. Support cloud-based platforms (Google Workspace, Microsoft 365, Salesforce, etc.). Perform routine system maintenance, updates, and patches. Monitor IT systems for performance issues and security risks. Assist in maintaining network infrastructure, including Wi-Fi and connectivity. Document technical procedures, troubleshooting steps, and IT inventory. Train staff on basic technical tools and best practices. Coordinate with external IT vendors for issue resolution and support. Ensure data security practices are followed, including password management and device security. Assist with data collection and management across all programs. Conduct data validation and report generation, as needed/requested by program staff and administration. Assist with automating data security and business analysis processes. Attend internal and external meetings. Participate in ongoing agency QA/QI projects. Assist in developing IT Policies and Procedures, SOPs, user manuals, and user guidelines to improve and maintain client-level database integrity. Monitor operational functionality and ensure the security of our IT system(s), including current IT vendor contracts. Assist with creating the structure for the most effective IT support. Assist with integrating all IT systems, including software, into one IT system. Maintain inventory of IT equipment and software licenses. Perform other duties as assigned.

JOB REQUIREMENTS

Strong Team identity. The ability to exercise significant and independent judgment and discretion effectively and productively. AA/AS Degree or AA degree in Computer Science or related field with a minimum of two (2) years' experience administering IT Networks. Minimum of two (2) years of experience in IT support or help desk environment. Strong experience with Windows and/or macOS operating systems. Familiarity with network troubleshooting (Wi-Fi, VPN, basic TCP/IP). Experience supporting cloud platforms such as Google Workspace or Office 365. Familiarity with IT security practices and compliance standards (HIPAA experience preferred) Strong problem-solving and troubleshooting skills. Ability to communicate technical information clearly to non-technical users. Excellent customer service and interpersonal skills. Preferred experience administering Electronic Health Records (EHR) software. Preferred IT Certifications (A+, Network+, CCNA, Google, Microsoft, etc.) Ability to convey technical information effectively both verbally and in writing. Proof of negative or inactive TB required. Curry Senior Center will provide or reimburse for the cost of a TB test after an offer of employment has been accepted by both parties. Proof of a negative TB test within 90 days will also be accepted.

KNOWLEDGE, SKILL, AND ABILITIES

Advanced troubleshooting and diagnostic skills. Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. High level of organizational and time management skills. Strong computer skills such as Chrome, Google Suite, Apple iOS, and Office suite. Strong technical troubleshooting and diagnostic skills. Excellent communication skills, both written and verbal. Strong organizational and time management skills. Ability to provide high-quality customer service in a fast-paced environment. Ability to maintain confidentiality of sensitive information. Ability to manage multiple tasks and prioritize effectively. Basic understanding of IT systems, networks, and security practices. Ability to work independently and collaboratively as part of a team. Proficiency with common office software (Google Suite, Microsoft Office). Attention to detail and ability to document processes clearly.

PHYSICAL REQUIREMENTS/DEMANDS

The incumbent is in a non-confined office-type setting in which they are free to move about at will. The Environment is mostly clean and comfortable, but it may include some minor annoyances such as noise, odors, drafts, etc. Work will be performed utilizing a computer, sitting at a desk/chair, or standing while speaking and interacting with clients. The position will require average finger dexterity to operate normal office equipment and systems.

Sitting:

90 % of the workday

Standing:

30 % of the workday

Walking:

30 % of the workday

Bending:

5 % of the workday

Twisting:

5 % of the workday

Lifting:

5 % of the workday/Moderate, generally not over 10 pounds

Carrying:

5 % of the workday/Moderate, generally not over 10 pounds

Climbing:

3 % of the workday The incumbent must be able to perform this job safely, without endangering their health or the safety of themselves or others.

JOB REQUIREMENTS

? Strong Team identity. ? The ability to exercise significant and independent judgment and discretion effectively and productively. ? AA/AS Degree or AA degree in Computer Science or related field with a minimum of two (2) years' experience administering IT Networks. ? Minimum of two (2) years of experience in IT support or help desk environment. ? Strong experience with Windows and/or macOS operating systems. ? Familiarity with network troubleshooting (Wi-Fi, VPN, basic TCP/IP). ? Experience supporting cloud platforms such as Google Workspace or Office 365. ? Familiarity with IT security practices and compliance standards (HIPAA experience preferred) ? Strong problem-solving and troubleshooting skills. ? Ability to communicate technical information clearly to non-technical users. ? Excellent customer service and interpersonal skills. ? Preferred experience administering Electronic Health Records (EHR) software. ? Preferred IT Certifications (A+, Network+, CCNA, Google, Microsoft, etc.) ? Ability to convey technical information effectively both verbally and in writing. ? Proof of negative or inactive TB required. Curry Senior Center will provide or reimburse for the cost of a TB test after an offer of employment has been accepted by both parties. Proof of a negative TB test within 90 days will also be accepted.

KNOWLEDGE, SKILL, AND ABILITIES

? Advanced troubleshooting and diagnostic skills. ? Strong analytical and problem-solving abilities. ? Excellent communication and interpersonal skills. ? High level of organizational and time management skills. ? Strong computer skills such as Chrome, Google Suite, Apple iOS, and Office suite. ? Strong technical troubleshooting and diagnostic skills. ? Excellent communication skills, both written and verbal. ? Strong organizational and time management skills. ? Ability to provide high-quality customer service in a fast-paced environment. ? Ability to maintain confidentiality of sensitive information. ? Ability to manage multiple tasks and prioritize effectively. ? Basic understanding of IT systems, networks, and security practices. ? Ability to work independently and collaboratively as part of a team. ? Proficiency with common office software (Google Suite, Microsoft Office). ? Attention to detail and ability to document processes clearly.