Helpdesk Technician I

About Glide
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.

Essential Duties and Responsibilities:
• Receive, prioritize, triage, document, and resolve Help Desk requests/tickets. Answer phone and radio calls, document tickets; route tickets to line of business queues, take ownership of IT support tickets, and route project requests that come in as tickets to the project queue.
• 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 the 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.

Minimum Qualifications:
• 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.
• Administrative experience in Microsoft 365 (MS Azure, Entra, Intune, Defender, Exchange, SharePoint, Teams, etc.)
• Experience with mobile device management (Intune, Jamf, etc.)
• Experience with Hyper-V virtual machine management and/or Azure virtual machine management.
• Knowledge of basic computer hardware, and operating system diagnostic utilities.
• Experience configuring and troubleshooting LAN/WAN networks, routers, switches and wireless.
• Basic, scripting skills for workflow automation.
• Assisted in setup, configuration, and support of AV systems for meetings, classrooms and events.
• Ability to learn a wide variety 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.

Experience and skills that are a plus:
• Experience in a non-profit, healthcare, or mission-driven environment.
• Proficiency in basic management of Active Directory.
• Professional certifications in relevant field.
• Able to provide on-the-spot user training (e.g., A/V equipment/changing toner).

Physical Requirements:
• Reasonable accommodation(s) can be made to enable individuals with disabilities to perform the essential functions.
• Ability to work on a computer and see details of objects at close range.
• Ability to hear within normal range, and communicate effectively (in person, telephone or Zoom).
• Finger dexterity and the ability to use all standard office equipment.
• Sit or stand comfortably; and the ability to navigate throughout office spaces (via elevator or stairs).

Work Environment
GLIDE’s buildings are located in the Tenderloin neighborhood.  GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.

This role is covered by the collective bargaining agreement.