Technical Support Assistant

Technical Support Assistant - Onboarding and Offboarding

Starting Salary Range: $53,481 - $64,177

GGRC is looking to hire a Technical Support Assistant who provides frontline IT support for GGRC by managing technology onboarding and offboarding, including account creation, hardware and software setup, access changes, and file migrations in coordination with HR and Operations. Delivers responsive help desk support with a strong focus on customer service, contributes to IT projects and system implementations, and travels between GGRC offices across San Francisco, San Mateo, and Marin Counties as needed.

This position offers the opportunity to work from our San Francisco office and from the comfort of your home in a hybrid setting. Local travel within the Counties of San Francisco, San Mateo and Marin maybe required. Access to reliable transportation permitting travel to and between many different locations throughout the day in order to perform the outlined responsibilities of the position.

Responsibilities:

Onboarding and Offboarding

• 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

Help Desk

• 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

Equipment Management

• 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.

Other

• 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.

Requirements

Education and Experience

• 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.

Skills

• 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.

Competency Traits:

• 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

What are the benefits to working with GGRC?

We offer a comprehensive benefits package including 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!

GENEROUS TIME OFF BENEFITS!!!

No really, we mean generous:

13 vacation days, 15 sick days, 11 paid holidays, 6 personal holidays, and up to 5 paid days for continuing education

What makes GGRC so special?

GGRC values diversity, we believe in creating an environment where people of all backgrounds can collaborate to find solutions to complex problems. We are community minded and passionate.

GGRC values each person as a full, robust, and unique individual and interacts with each person in a manner that is respectful and responsive. We endeavor to place each person at the center of his, her or their own life. We approach each person as an expert on his, her or their own life and identity with a clear and attentive inquiry into what is important to, as well as important for, that one person (whether coworker or person-served, family member or other stakeholder).

How