IT Technical Support Specialist

Job Title:  IT Technical Support Specialist

Department:  Operations/IT

Location: Oakland, CA  

Reports To:  Endpoint Systems Manager

Supervises:  None 

Context:  At the Sierra Club, we believe in the power of interdependence. Together, we remain committed to the fight for a healthy climate built on a foundation of environmental, racial, economic, and gender justice – a future where all people benefit from a healthy, thriving planet and a direct connection to nature. As the climate crisis and deeply entrenched systemic racism all fuel injustice, we will continue to fight for a bold, transformational agenda that recognizes the interconnectedness between our planet, our humanity, and our future. By recognizing that our destinies are tied, we continue to name that all things are fundamentally connected, and the overlap between ecology, race, gender, and representative government will move to either advance our collective humanity or to oppress it. Sierra Club has close to 800 staff across the country and a network of 64 local chapters that are led and fueled by thousands of volunteers. We are also proud to be a unionized employer, with three labor unions representing more than half of our employees.

Scope:   The IT Support Specialist is responsible for end-user support including responding to help tickets and other requests, configuring computer hardware and software, setting up office workstations, managing user accounts, , developing and conducting basic user orientation and training, facilitating outside user training, administering electronic mail  lists, and assisting in projects related to user endpoint management such as new/upgraded application implementation.

• User Support. Configures computer hardware and software. Monitors and responds to user support requests and resolves computer hardware and software requests and problems.  Troubleshoots and performs minor hardware repairs and coordinates more extensive repairs with vendors or local technicians. Manages user accounts (including SAAS accounts) and phone extensions/auto attendants. Provides AV training/assistance for large/high profile meetings Assists in the development of standard PC configurations.  Moves in-office computer equipment and telephones.   Orders parts, supplies, and software as needed, helping maintain related inventories.
• Software Deployments: Distributing software through management systems, maintaining software licensing
• Electronic Mailing List System Administration. Performs list support including new list set-up, list owner assistance, development and maintenance of list owner and list subscriber online support materials.  Monitors and maintains electronic mailing list operations to ensure appropriate system availability, access, and use.  Troubleshoots minor system problems.  Maintains miscellaneous mail lists.  
• Training. Develops and conducts new user orientation and training. Provides basic ad hoc application training in response to user requests.  Identifies and tracks appropriate third-party application training for end users when more comprehensive training is required that can be provided internally.
• Documentation. Identifies third-party and develops brief in-house staff reference materials which enhance learning and productivity.  Maintains the IT user support intranet 
• IT Administration. Maintains various administrative databases, such as software and hardware inventories.
• Onboarding/Termination Tasks. Performs various tasks involved with onboarding or termination tickets such as preparing a computer, creating/deleting network and SAAS service accounts, updating internal databases for asset tracking, workstation setup, computer shipping/retrieval, etc.
• Assists Help Desk Manager by executing field office management projects such as security updates, analyzing field and chapter office computer asset data, and projects which involve contacting many office staff individually. 
• Performs miscellaneous duties and projects as directed.

• Technical Support.   You have experience providing technical support for applications such as Microsoft Office, G Suite, and the Windows and Mac operating systems.
• Customer Service Experience:  You have experience working directly and remotely with customers to resolve their technical issues.
• Hardware/Software Troubleshooting.  You have experience troubleshooting hardware and software problems. 
• Strong communication & teamwork ability. Competency in communicating project status updates, describing technical issues to other team members & stakeholders, and collaborating when you or other team members need assistance tackling tough problems.
• Committed to evolution. You are committed to continuously deepening and evolving your own understanding of systems of oppression through study, openness, and humility. And you easily recognize your own relationship to privilege and power, examining and shifting your behaviors as appropriate.
• Uplifting and additive. You see mistakes as opportunities for growth; problems as catalysts for solutions, and inspire others along the journey. You carry a constructive approach, can-do attitude, a sense of humor, and authentic kindness wherever you go.

To Apply

The Sierra Club provides equal employment and advancement opportunities to all staff members. Employment decisions are based on merit, qualifications, lived experience and skills. The Sierra Club does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, national origin, immigration status, socioeconomic status, ancestry, age, size, sex, sexual orientation, gender, gender identity, familial status, veteran status, disability, AIDS/HIV status, medical condition, prior conviction, arrest history, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, or any other characteristic protected by law.

The Sierra Club values applicants who are people that identify as Black, Indigenous, and other minoritized groups; women; queer, transgender, gender non-conforming, and gender fluid people.

Explore, enjoy and protect the planet.