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WestEd Position Announcement

Benefits Highlights

  • All health benefits effective first of the month following date of hire
  • 15% contribution toward retirement effective day one of employment
  • 15 vacation days, which will increase to 20 days per year beginning the 4th year of employment
  • 12 holidays
  • 12 days sick leave per year
Position Title: IT Help Desk Analyst
Reports to:Help Desk Manager
Department: Information Services
Salary: $57,000 - $63,000/YR
Location: San Francisco, CA
Time Base:100%
Position No: 5287

WestEd — a nonpartisan, nonprofit research, development, and service agency — works with education and other communities throughout the United States and abroad to promote excellence, achieve equity, and improve learning for children, youth, and adults. WestEd has more than a dozen offices nationwide, from Massachusetts, Vermont, and Georgia, to Illinois, Arizona, and California, with headquarters in San Francisco.

WestEd’s Information Services Department develops, deploys, and maintains computing, communications, and network infrastructure in support of over 650 employees located in multiple locations throughout the United States. The Information Services Department’s Service Desk provides support, maintenance, and issue resolution services for users throughout the organization.

Position Description

The IT Help Desk Analyst is a support position for the WestEd Service Desk. This position will report to the Help Desk Manager and join the Help Desk team in providing support to staff throughout WestEd.

The right candidate will:
• Have a passion for quality work
• Be driven to provide a high-level of customer service
• Be both self-driven and avid trouble-shooter
• Enjoy working with a tight knit, highly collaborative team

Work Schedule:
8 AM to 5 PM Monday - Friday
Rotating on-call overtime availability

We work hard and play hard! Benefits include department social gatherings, a ping pong table, enjoy biking to work, and easy access to public transportation. Secure bike storage and onsite parking is available for you to park your Vespa, hybrid car, or Tesla.

Our WestEd office is walking distance to AT&T Park, MOMA, WholeFoods, and close to many popular SOMA and South Park lunch spots. If you are searching for your next great job, we invite you to apply today. Your work space will include multiple large displays, a sit stand desk, ergonomics chairs, and new Mac and Windows computers.

Responsibilities

-Provide Tier 1 and 2 support via phone using remote tools with a strong emphasis on responsive customer service. Some desk side support is required for on-site staff.
-Troubleshoot and resolve desktop & network issues using Mac OSX, iOS, and Windows operating systems
-Escalate help tickets to System Administrators, or other technical experts as appropriate 
-Assist with IS Tech support for all company supported applications (BOX, Smartsheets, Zimbra email, WestEd intranet, etc)
-Assist with basic administration of company cloud-based business tools
- Install and configure new Apple/Windows computers, mobile devices, printers, LCD, projectors, and other equipment 
-Document resolutions for future reference and guide users regarding software and hardware needs
-Perform hardware and software installations; handle shipping and receiving of computer equipment and materials
-Coordinate maintenance of printers and MFP copiers, including ordering toners, and calling Ricoh vendor for printer repair services
-Responsible for ensuring the operability of meeting rooms, including testing to make sure equipment is ready for conferences.
- Keep Support Center storage area clean and organized


Qualifications

- At least 3 years experience providing IT support directly to users in a mid-size organization
-Bachelor’s degree preferred, or equivalent combination of training and experience;
- Experience with Mac OSX, iOS, and Windows 10 operating systems, Microsoft 365
- Expertise using remote support technologies such as Team Viewer and Apple Remote Desktop
- Ability to troubleshoot basic hardware and software issues (MS Office, email, Internet access, printer drivers, etc) 
- Skilled at guiding remote users through technical instructions;
- Strong and succinct communicator, both written and verbal;
- Ability to multi-task, manage priorities, work within a team and operate in a fast-paced environment;
-Must be authorized to work in the USA (visa sponsorship not available);

Preferred Experience:
- Experience with cloud-based storage (Box, Dropbox, etc), Zimbra web-based email, working in a mixed Mac and PC environment, Video Conferencing and VOIP technologies VPN technology.
- CompTia A+ certification
VoIP and Video Conferencing technology;
- Endpoint management tools (e.g. K-Box, Jamf, LANDesk)


Application Process

We invite you to Apply for this Position.

If you are an individual with a disability and need an accommodation to complete the online application process, please call 415.615.3131. Please leave a message and a member of our Human Resources team will return your call within three business days. Alternatively, you may send an email to hr-help@wested.org with "Applicant Accommodation" in the subject line of the email. Please note that this phone number and email are only for those individuals with a disability who would like to request an accommodation to apply for a job. If you are not an individual with a disability and have a question or comment, please email recruitingassistance@wested.org.

Human Resources
WestEd
730 Harrison Street
San Francisco, CA 94107
http://www.WestEd.org

WestEd is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veterans’ status or other status protected by applicable law.