IT Desktop Support Technician (Administrative)

POSITION / TITLE: IT Desktop Support Technician
RESPONSIBLE TO: Chief Administrative Officer
PROGRAM ADDRESS: 2142 Jerrold Ave., San Francisco CA 94124

MISSION: Meals on Wheels provides a network of services that allow seniors to live in their homes with dignity and independence as long as possible.

ABOUT MOWSF: Meals on Wheels San Francisco (MOWSF) works to help seniors live independently with dignity, in their own homes, for as long as it is safely possible. With a state-of-the-art facility, our kitchen production and delivery services team ensure safe and wholesome meals are produced daily and packaged in accordance with the highest standards to maintain freshness and quality from our kitchen to our client's homes. With complementary nutrition and support services, Meals on Wheels SF serves the whole person and strengthens the quality of life for thousands of clients every year.

POSITION SUMMARY: The IT Helpdesk Support Technician provides real-time on-site support to all MOWSF employee users of company issued systems and technology. The position works closely with our managed services IT provider (MSP) in addressing both hardware and software issues encountered by users, and to mitigate on-site systems disruptions through testing and troubleshooting as needed. With a focus on providing excellent customer-centered assistance, the IT Helpdesk Support Technician is responsible for keeping track of all IT requests, prioritizing and coding by urgency and department, tracking and escalating to the Chief Administrative Officer when issues threaten systems security and integrity.

DUTIES AND RESPONSIBILITIES:
User Onboarding/Offboarding and Training
• In collaboration with MSP and onsite Human Resources staff, ensure set-up and user-ready equipment and technology is available for new hires.
• Coordinate the distribution and collection of company hardware (including desktops, laptops, monitors, peripherals, and cell phones) and software licenses. Document all IT hardware transactions for accurate tracking and asset management.
• Provide general overview and training for new hires on MOWSF systems, answering general questions for log-in and system start-up including email, MS Teams, Sharepoint, Salesforce, phones and voicemail.

Technical Support
• Provide front-line support for hardware, software, and network-related issues in a Windows environment.
• Trouble shoot and resolve desktop, laptop, printer, A/V, and peripheral device issues.
• Assist with Microsoft Office Suite/365 and other standard business application issues.
• Provide guidance and training to end-users on basic IT processes and software usage.

Incident Management
• Respond to support tickets, emails, and calls, ensuring issues are logged, prioritized, and resolved promptly.
• Identify complex issues that require further assistance and escalate them to higher-level support teams/MSP.
• Monitor the system daily and respond immediately to security or usability concerns.
• Escalate critical or unresolved issues to the Chief Administrative Officer or MSP.
System Maintenance & Administration
• Perform basic system updates, patches, and antivirus checks.
• Assist with hardware and software installations, upgrades, and deployments.
• Set up and configure user accounts, passwords, and permissions in Active Directory.
• Administrate infrastructure, desktops, active directory, asset management, malware protection software and other processes.
Documentation
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
• Document processes and maintain accurate records of IT assets and licensing.
• Contribute to the creation and updating of knowledge base articles and IT documentation.
Other Duties
• Assist with IT-related projects, including system upgrades and new technology implementations.
• Perform other duties as assigned.

QUALIFICATIONS and PERSONAL CHARACTERISTICS:
• Excellent attention to detail, strong communication and interpersonal skills, and a high level of integrity.
• Proven ability to handle confidential information with discretion, be adaptable to various demands, and demonstrate the highest level of customer/client service and responsiveness.
• Experience or skill effectively exchanging and understanding information, verbally or in writing, specifically information related to technical components of hardware/software, cloud-based and network-based technologies.
• Ability to work in cramped spaces with the dexterity to work with small components sometimes in cold and hot temperatures. Position requires walking, standing, crawling, squatting, bending, twisting and lifting object up to 50 lbs.
• Ability to exercise excellent judgment in decision-making and explaining his/her/their perspective to others in a manner that is easy to understand by non-technical clients.
• Demonstrated ability to work in a multi-disciplinary and culturally diverse environment.
• A demonstrated track record in managing multiple projects and responding to daily challenges.
• Ability to work independently as well as part of a team. Effective communication and interpersonal skills, building relationships and working with a diverse population.
JOB REQUIREMENTS:
Associate or higher degree in a related field or proven track record of success. 2+ years' experience in information technology preferred. 2+ years' experience with Windows Server Administration beneficial but not required. Advanced knowledge of Widows Operations System/O365. Server knowledge, active directory knowledge, networking, cyber security, etc. Knowledge of equipment, systems, theory, and protocols of computer information networks. A strong understanding of networks is preferred but not required.

SALARY / HOURS/BENEFITS: Starting pay for this position is $25.00 - $30.00 per hour ($52,000 to $62,400 annualized for a full-time equivalent) dependent on experience. This is a full-time non-exempt (hourly) position based on a 40-hour work week and is 100% onsite. MOWSF provides company paid health, dental, vision, life and long-term disability insurance (100% paid for employee only coverage). Our 403b plan includes a 3% discretionary contribution for all eligible employees. Vacation leave accruals start at 15 days (120 hours) and we observe a total of 10 holidays per year. For a full summary of employee benefits, please contact the Human Resources department.

Meals on Wheels is committed to workforce diversity. Qualified applicants will receive full consideration without regard to age, race, color, religion, gender, sexual orientation or national origin. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**For recruitment purposes in the above position, please note MOWSF will only consider DIRECT INQUIRES from independent applicants and will not respond to any recruiters or third parties representing candidates.