Golden Gate Regional Center (GGRC) · 14 hours ago
Technical Support Assistant - Onboarding and Offboarding
San Francisco, CA
Full-time
Hybrid
Entry Level
$53K/yr - $64K/yr
2+ years expGolden Gate Regional Center (GGRC) is looking to hire a Technical Support Assistant who provides frontline IT support by managing technology onboarding and offboarding. The role involves delivering help desk support, contributing to IT projects, and ensuring technology services meet agency standards.
CommunitiesNon ProfitService Industry
Responsibilities
Serve as first contact for New Hire technical questions and support
Respond to and resolve common new hire technology inquiries and access issues
Create accounts based on Agency Standards
Configure and deploy agency devices such as laptops, mobile phones, office phones for new staff
Reset hardware, software and accounts, and prepare returned equipment for new employees
Suspend/terminate accounts based on Agency Standard
Create and/or update documentation for Agency Standards
Provides first level of systems support for employees throughout the agency and elicits details of issues in order to properly prioritize and refer issues
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Prioritize, track, and resolve support requests, escalating issues as appropriate. to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Create and/or update documentation for Agency Standards
Identify and learn appropriate software and hardware used and supported by the organization
Performs routine maintenance on IT equipment such as data back-up, Server and network hardware maintenance, end user equipment hardware maintenance
Process and submit Purchase Order requests for IT equipment as needed
Receive processed Purchase Orders, Asset Tagg, and deploy IT equipment to staff
Manage Computer Equipment Inventory, keep and update records for IT equipment
Track and record equipment purchases and disposals to ensure compliance with applicable state requirements
Provision and configure new equipment for staff in alignment with the agency standards
Monitors daily system operations throughout the agency to identify potential issues
Maintain and update written procedures as systems and processes evolve
Participate in special projects, and assist with additional duties or tasks, as assigned
Create and document procedures and processes as needed
Maintain all client and agency information as confidential in compliance with the federal Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Lanterman Act
Maintain all client and agency PHI and PII as confidential
Qualification
Required
Associate degree in a computer related field (or additional 2 years work experience in related field)
Be knowledgeable and resolve new hire FAQs
Knowledgeable in troubleshooting and resolving new hire account and login issues
2+ years in a professional setting working in help desk support, preferably in a technology related role
Experience in administering current cloud applications such as Microsoft 365, Zoom, DocuSign etc
Experience in enterprise level administration of applications and hardware
Ability to lift 50lb
Knowledge of computer hardware and software including Windows, internet usage, Microsoft Office Suite, Adobe products, DocuSign, Zoom, and other web-based applications
Familiarity with Windows and Android hardware
Knowledge of Microsoft Entra, SharePoint, Exchange, Intune, and other Microsoft Cloud Services
Knowledge of enterprise VOIP phone services
Knowledge of remote access software for remote end user support
Knowledge of IPv4 networking, subnets, routing
Knowledge of MDM administration
Written communication: ability to develop standard business communications, using proper grammar, spelling and punctuation
Oral communication: ability to convey complex information and ideas in a clear, concise, and professional manner
Ability to operate basic office equipment, including scanners, copiers, faxes, phones
Intermediate knowledge of MS Word® (e.g., tables, mail merges, form creation), MS Excel® (e.g., Pivot Tables, Lookups, graphing), MS PowerPoint®, MS Outlook® (e.g., group list management, multi-calendar management, permissions)
Strong Documentation Skills
Ability to make decisions based on policies and/or similar scenarios
Initiative
Customer service oriented
Troubleshooting
Attention to detail
Analytical thinking
Organizational ability
Time management
Collaboration/teamwork
Adaptability
Ability to work in a fast-paced environment
Capacity to learn new technologies and skills
Benefits
Medical and Dental benefits with a generous employer contribution and additional employer paid Life, Disability and Vision coverage
10% employer contribution to a 403(b) retirement account to help you save for the future!
13 vacation days
15 sick days
11 paid holidays
6 personal holidays
Up to 5 paid days for continuing education
Company
Golden Gate Regional Center (GGRC)
Golden Gate Regional Center is a state-funded nonprofit organization serving individuals with developmental disabilities in Marin, San Francisco and San Mateo counties.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase