IT Support Technician

About Young Community Developers

Established in 1973, YCD is a nonprofit organization who serves residents of all ages living in the most historically underserved communities of San Francisco. YCD takes a holistic approach via a delivery eco-system of services designed to empower residents in achieving economic mobility, in turn building and sustaining a positive community by providing them with education opportunities, workforce development training, and social services. YCD’s philosophy is that every individual should have the right to sustainable and generational economic mobility, aiming to break the cycle of poverty. Each year YCD provides around 1,200 community members with employment and training services through their programs and partnerships. YCD is also proud to share that they have been voted by NonProfit Times as one of the top 50 best non-profits to work for in the United States!

POSITION SUMMARY

The IT Support Technician will be able to provide troubleshooting and problem-resolution services to staff regarding a wide variety of hardware and software issues. The IT Support Technician uses documented processes and procedures to execute required duties and can work with a minimum of supervision and assistance. The IT Support Technician also creates and modifies processes and procedures to effectively operate the IT Help Desk. Superior customer service skills are required.

RESPONSIBILITIES:

• Work both in the main office and YCD field offices within San Francisco, CA. 

• Desktop support (PC & MAC) experience

• Provide Level I and II IT support for staff 

• Software and hardware support for day to day operational trouble-shooting (PC & MAC)

• Monitor and maintain security and patch level on all workstations to ensure all systems are updated, secured and protected.

• Network and Server experience (WAN & LAN)

• Setting up network switches and network printers

• Mobile phone support experience with iOS and Android devices

• Administration experience in GSuite and Office 365 domains

• Perform and delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures

• Proven track record for comprehensive, systematic troubleshooting, problem solving skills

• Demonstrated ability to achieve high level of customer satisfaction

• Great communication skills with the ability to work as a team player

• Must be a self-starter that can work independently and deliver according to expectations

• Ability to exercise good judgment in determining work and problem resolution priorities and approaches

WHAT YOU WILL BRING

A successful candidate will possess:

• Minimum of 2 years of tech support experience in the field

• Experience in customer service with a positive attitude toward helping clients

• Experience with Dropbox, Office 365, G Suite, VoIP, Azure/Entra, CompTIA

• Excellent verbal, organizational and follow-up skills, can-do attitude, detail oriented

• High level of expertise in Windows 10 operating system including installation and troubleshooting

• Familiarity with TCP/IP networking to include setting-up routers, switches and Wi-Fi

• Proficient in resolving hardware issues with PCs and servers

• Experience with installing network printers and troubleshooting printing operation

• Ability to lift up to 40lbs to set-up and move computer and server equipment

• Ability to assist team members with on-site installations of: network cabling, Wi-Fi access point mounting, IP network surveillance cameras, VoIP phones

• Strong commitment to the mission of Young Community Developers Inc. and to individuals from diverse populations.

• Self-motivated individual who has a passion to ensure that program goals, objectives and tasks are completed in a timely fashion and exceeds standards.

ADDITIONAL QUALIFICATIONS: To best mitigate the spread of disease and protect our staff, it is a condition of employment that all employees be fully vaccinated against COVID-19. Because YCD prioritizes the health and well-being of employees, proof of vaccination will be required upon hire and be kept on file for each employee.

LOCATION:San Francisco, CA

JOB TYPE:Full Time; 40/hours – Non-exempt 

SUPERVISORY: No

COMPENSATION: $28.00-$32.00/HourFinal offer amounts are based on multiple factors such as the specific role, hiring location, as well as the individual's skills, experience and qualifications.

BENEFITS PACKAGE

We recognize there are many factors that influence your overall satisfaction both at work and in your personal life. Under our Total Rewards Package, we provide an integrated mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Our work environment is built around collaboration and partnership, teamwork, community, diversity and inclusion. Some of these offerings include:

• Competitive compensation to reward you for your hard work every day.

• Generous zero to low-cost Medical, Dental, Vision premiums, and Life insurance 

• Free life insurance and long-term disability insurance

• Employer-sponsored Health Spending Account with eligible plans

• 2 weeks of vacation accrued annually for the first 2 years of employment

• Accrued paid sick time; 96 hours max

• 15 paid holidays annually (Presidential Election Day added every 4 years)

• Personal Birthday Holiday

• End-of-Year paid Respite Week

• Employee Assistance Program

• Health Heroes Program to support medical emergencies and crises

• Mental Health & Wellness services for all employees

• 4% company 401K contribution after one year of service and 21 Years of Age

• Professional development program to promote career advancement

• Discounts in retail, travel, and entertainment

• A fun, purposeful, and inclusive culture through in-office events, volunteerism, and community-based networking opportunities.

Young Community Developers is an “at-will” and Equal Opportunity Employer.

Applicants and employees shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, mental or physical disability, sexual orientation, gender (including pregnancy and gender expression) identity, color, marital status, veteran status, medical condition, or any other classification protected by federal, state, or local law or ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.