RICHMOND AREA MULTI-SERVICES (RAMS)

Administration

4355 Geary Blvd, SF, 94118

Job Title: IT Support Specialist

Department/Program: Admin - Operations

Status: Full-time, Nonexempt (40 hours per week)

Benefits: Health insurance, PTO, 401K, EAP, Pre-Tax Commuter Plan

Essential Job Duties include, but are not limited to:

• 
  Provide Windows desktop, network and mobile devices support to the organization via on-site visits, over the phone; resolve help desk tickets.
• Assist with implementing IT projects for the network, servers, and endpoints.
• Help with asset management (e.g. staff onboarding and off-boarding).
• Provision new equipment for staff.
• Troubleshoot areas of poor IT performance; identify effective solutions to resolve issues both for the immediate future, and the longer term
• Meet/exceed user staff expectations on quality, timeliness, and overall experience of responses/resolutions.
• Work independently to complete assigned projects in a timely manner.
• Communicate technical concepts clearly and effectively, both in writing and verbally, to end users, all other internal & external contacts.
• Track and thoroughly detail technology issues through the ticketing system.
• Other duties, as assigned.

Qualifications & Experience Required:

• 
  HS diploma or equivalent; college degree preferred.
• Minimum of 3 years of related experience
• Strong network, printer (and other peripherals) troubleshooting skills.
• Outstanding customer service and interpersonal skills.
• Ability to provide imaginative, thorough, practicable technical solutions for a wide range of complex issues, that are consistent with organizational objectives.
• Strong skills in root-cause analysis.
• Excellent organizational skills, ability to prioritize tasks among many competing requests.
• Thorough understanding of IT Support as part of a business function (SLA’s, ITIL practices, etc.)
• Prior experience supporting the following IT platforms is preferred: VPN, ADDS, GPO, DNS, RADIUS, DFS, Virtualization, Salesforce, Google Workspace, and other SAAS application.
• Strong experience with Windows Operating Systems (10, Server 2012, 2016, 2019).
• Understanding of network connectivity and troubleshooting related user issues.
• Experience working in a non-profit, community-based, and/or professional office setting environment, preferred
• Ability to interact professionally with a diverse, multi-cultural, and interdisciplinary staff at all levels