About the Position:

The Information technology – Help Desk is responsible for providing responsive customer service and first-line desktop and network technical support to all Tenderloin Housing Clinic (THC) end-users in accordance with THC’s Mission, Core Values, and Customer Service Philosophy.

About the Agency:

THC is a non-profit housing, support services, legal, and advocacy organization. THC provides housing and comprehensive services that help disenfranchised low-income people in San Francisco increase stability. THC’s Mission and Core Values are key to successfully supporting our clients.

ESSENTIAL FUNCTIONS:

• Provide first line of support to troubleshoot network, hardware, software, and telephone problems.
• Act as a first point of contact for the Help Desk Support team to start the problem determination process for desktop and network issues.
• Organize, prioritize, and execute support requests.
• Document, track, and monitor problems to ensure timely resolution; escalate problems as appropriate.

• Serve as a liaison to other departments when setting up new staff members, computer equipment, software, or systems.

• Process equipment and software orders.
• Draft and update policies and procedures related to computer support including manuals and audits for installation and use of IT hardware and software.

ESSENTIAL QUALIFICATIONS:

• BS/BA degree in related field required.

• Windows MCSA Certification or working toward certification preferred
• Must have a minimum of 2 years of experience in Help Desk or equivalent responsibilities.
• Must have experience with networking and network administration, including cabling, routers, switches, TCP/IP, and data security.Must have experience with Windows 10 troubleshooting and problem solving.
• Must have experience installing and troubleshooting business oriented software for PCs (including Adobe, Outlook 2019, MS Access, MS Office 2019, and QuickBooks).
• Must have experience with Dell, HP, and PC compatible hardware.
• Must have knowledge of Windows 2016 Server; Veritas Backup Exec, Symantec, SQL Server 2014, and MS Access 2000.

Benefits:

THC offers a comprehensive benefits program including medical, dental, and vision insurance for full-time employees and their eligible spouse/children, as well as a 403b plan, flexible spending accounts, life insurance, long-term disability, 12 paid vacation and 14 sick days, 11 paid holidays and 4 floating holidays annually.

Tenderloin Housing Clinic is proud of its diverse workforce and proud to be an Equal Opportunity Employer.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Type: Full-time

Pay: $32.76 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person