Helpdesk Technician I

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization. 

Position Summary: 

GLIDE’s Helpdesk Technician I provides phone support for the Glide Operations Help Desk and hands-on support for users with technology and equipment problems. This person is the most important service contact for internal customers/staff and acts as an initial point of contact diagnosing a wide range of technical support requests, along with maintaining professional communication channels with vendors and internal/external customers over the phone, email and on-site/in-office visits. This position requires occasional evening and/or weekend work. Regular and predictable attendance is essential. 

• Receive, prioritize, document, triage and resolve end user help requests/tickets. Field incoming help requests in a friendly and considerate manner; escalate unresolved problems to Senior Technicians.
• Maintain and/or support primarily Microsoft devices, some Mac OS devices, including phones and tablets. Apply available diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, configuring systems and applications, and training users, as necessary. Test fixes to ensure problem has been resolved.
• Create records in helpdesk ticketing system documenting problem-solving steps, including all successful and/or unsuccessful steps, through to final resolution or Tier II escalation.
• Perform post-resolution follow-up when necessary to confirm the original issue was resolved.
• Recommend software and hardware improvements/upgrades.
• Perform preventative maintenance, e.g., checking and cleaning workstations. Record in the helpdesk system hardware repairs and failures.
• Maintain procedures for logging, reporting, and monitoring systems’ performance. Maintain department supplies/hardware inventory.
• Maintains a working knowledge of Information Security basics and operates with a high degree of confidentiality in both protecting IT Infrastructure information and handling sensitive information.
• Moves, deploys and/or returns to storage electronic equipment such as computers and phones in accordance with organizational policy. Escalates any building infrastructure changes necessary to complete the request to the appropriate contacts.
• Create, maintain and update end users’ FAQs.
• Provide support to departmental projects as assigned.
• Liaise with third-party support and soft/hardware vendors.
• Will perform other duties as assigned. 

• Any combination of education, training, and experience that provides the required knowledge and abilities to fulfill the essential duties of Helpdesk Technician I. 
• Application and proficiency supporting Microsoft Office 365 Office Suite, Windows, Mac OS, iOS, and Android required. 
• Knowledge of basic computer hardware, network, and operating system diagnostic utilities. 
• Experience working with projectors and other common A/V presentation equipment. 
• Ability to learn a wide variety of different types of software and hardware is required. 
• Proficiency in the operation of a web-based helpdesk ticketing system is required. 
• Basic arithmetic skills applicable to working with computing systems are required. 
• Excellent written and oral communication skills. 
• Must be a “people person,” with exceptional interpersonal skills, who is oriented towards providing exceptional customer service.  
• Proven analytical and problem-solving abilities and attention to detail. 
• Highly organized and efficient. Strong ability to get things done on schedule. 
• Must be self-motivated, energetic, committed, and outgoing with the ability to work independently and collaboratively. 
• Strong proactive sense of initiative and follow-through. Strong sense of accountability. 
• Works well under pressure in a demanding, fast-paced, and unpredictable work environment. Ability to operate with purpose, urgency, and accuracy.  
• Proficiency in basic RSAT software and basic management of Active Directory is a plus. 
• Professional certifications in relevant field are desired.
• Able to provide on the spot training(e.g. A/V equipment/changing toner). 

COVID Policy: 

All staff are required to be fully vaccinated (barring application for medical or religious exemptions). Wearing masks in the office is optional for our staff.  

GLIDE is proud to be an equal opportunity employer. As an equal opportunity employer, we are committed to identifying and developing the skills and leadership of people from diverse backgrounds. People of color, differently abled people and LGBT persons are strongly encouraged to apply.