About The Role

In this role, you will be responsible for providing support to our staff working in all roles, with primary focus on our 50 educational centers across the Bay Area where we provide services to over 3500 students annually. Administrators are primarily responsible for maximizing the usability of our computer assets, ensuring tools and services stay functional and accessible, isolating problems and digging into their root cause, working to address that issue, and ensure a consistent experience for all of our staff.

This role identifies and communicates larger issues, providing world-class customer service and translating customer experiences into technical problem definitions. Where appropriate, they partner with the rest of the IT team, collaborating with vendors and engineers to escalate larger-scale issues. Primary job responsibilities include executing the IT procedures already established, providing feedback and structured improvements for further refinement of those procedures.

What You'll Be Doing

• Maintain the productivity of our employees: triage and respond to incoming support requests in the form of tickets, emails, phone calls, and chat
• Assist with system and network administration
• Installs and upgrades systems and software as directed
• Troubleshoot technology issues via remote session and in-person
• Follow and update IT documentation, network maps, tickets, and notes for the team
• Contact vendors for support
• Solve challenging technical problems and identify opportunities for automation
• Resolve malware and virus issues
• Contribute to projects impacting the agency, under guidance of the team and senior staff
• Consistent delivery on core areas of responsibility
• Adherence to policies and procedures, maintaining their accuracy, as needed
• Maintain accurate inventory of assets, assignments, and status
• Provide excellent customer service to all staff, clients, and contacts of the organization
• Participate in activities or training that further professional growth
• Maintain confidentiality of children, families, and staff
• Travel to Kidango locations for support and as needed emergency support during business hours
• Work as a member of the organization by promoting its mission and philosophy
• Advocate on behalf of all children, families, and staff of the agency
• Assist with organization projects individually or with a team.
• Coordinate efforts with third-party service and maintenance providers as necessary to keep company equipment and software in good working order, following the authorized warranty and repair authorization process.
• Ability to automate tasks by creating and updating complex scripts
• Eagerness to help others and explain technical concepts to those who are less technical
• Identify, troubleshoot, and resolve related hardware, software, operating system, email, printing, and general network issues (DHCP, DNS)
• New device setup and general configurations
• Mobile Device Setup, configuration, and sync-issue resolution
• Virus/malware best practices prevention and remediation
• Other duties, as assigned

Preferred qualifications

• 1-3 years of experience working in a customer service role
• 1 years of experience in a professional IT setting
• 1 years of experience working as part of a service desk, must have worked within a ticketing system
• 1 years of experience adhering to SLAs and service desk performance metrics
• Experience supporting Windows 10 and 11; Office Suite, macOS
• Administrative level experience with Google Workspace core applications (Admin, Gmail, Calendar, Drive) in a business setting
• Experience using a Mobile Device Management (MDM) tool
• Experience with common SaaS tools like Zoom, G-Suite Slack and GitHub
• Experience in managing and developing IAM solutions, like Okta
• Experience in supporting common office infrastructure like printers, conference rooms and wireless APs
• Familiarity with an IT service ticketing system
• Knowledge of system security techniques is a bonus
• Understanding of security best practices, least-privilege principles
• Ability to create, follow, and maintain IT documentation
• Excellent verbal and written communication
• The ability to work independently as well as with our team
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during remote, walk-up, and desk side support sessions
• Solid writing skills to document work completed and create/maintain IT documentation
• Comfortable working with various levels of technical understanding
• Energetic, able to switch gears quickly
• Desire to learn; independently and on the job