Network Support Technician About Us: San Francisco Community Health Center (formally API Wellness Center) is a multicultural health services, education, research, and policy organization. We transform lives by advancing health, wellness, and equality. We strengthen the well-being and lead under-served communities of all races, ethnicities, gender identities, sexual orientations, and immigration statuses toward justice and health. Founded in 1987 as an all-volunteer, community-based response to the AIDS crisis in communities of color, we are an anchor-organization for San Francisco's Tenderloin neighborhood, and we also lead regional, statewide, and national programming. We believe that everyone deserves to be healthy and needs access to the highest quality health care. About You:
- You focus and center your work around giving a high level of service.
- You are empathetic, responding to any situation with compassion and curiosity.
- You are driven by your own internal integrity as well as that of the agency.
- You have a justice and equity mind-set.
- You feel that everyone deserves dignity and respect.
- You consistently pay attention to details.
- You collaborate well in a diverse and cross-functional workplace
Job Description: The Network Support Technician is a visible role supporting and providing technical support to end-users in the office, as well as for all remote users. Tasks range from onboarding new hires to troubleshooting and solving user issues and requests, and hands-on support for all IT-supported equipment and functions. Essential Duties:
- Desktop Support: Provide onsite and remote support for all IT-related issues through ticketing system, walkups, or remote desktop tools, for diagnosing and resolving hardware and software issues.
- Hardware Maintenance: Install, configure, and maintain laptops, including upgrades and replacements. Troubleshoot hardware problems and coordinate repairs with vendors when necessary.
- Hardware Procurement: Assist in the selection and procurement of IT equipment. Manage inventory and asset tracking.
- Software Support: Install, configure, and troubleshoot SaaS applications, operating systems, and security updates. Assist with software licensing
- User Account Management: Modify and deactivate user accounts, email addresses, and access permissions as needed. Ensure proper access control and user authentication.
- Network Connectivity: Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections.
- Documentation: Maintain accurate records of support tickets/requests, resolutions, and hardware/software inventory. Create and update user guides and knowledge-base articles.
- IT Policies and Compliance: Enforce company IT policies and procedures and ensure compliance with relevant regulations, such as data protection and privacy laws.
- Onboarding Logistics: Manage and lead onboarding and IT training for new hires and offboarding logistics for retrieving equipment.
- A/V Support: Manage and support local A/V Operations.
- Meeting and Event Support: Manage IT requirements for all staff meetings and events, including setup and troubleshooting of audio-visual equipment.
- After Hours Support: Participate in an on-call rotation schedule for IT support and monitoring/ alerting activities, which involve after-office hours and weekends.
- Site IT Operations and Maintenance: Set up workstations for new or transferred employees, upkeep of conference room equipment, managing ticket queue, and performing network checks.
- Continuous Improvement: Stay updated with the latest technologies, trends and advancements. Propose and implement improvements to enhance the agency's IT infrastructure and support services.
- Other duties as assigned
Minimum Qualifications:
- At least 3 years of experience in a customer-facing IT support function.
- Bachelor's or Associate's degree in a related field or completion of IT trainings certifications
- Strong familiarity with MacOS, Windows, iOS and Android operating systems and devices.
- Strong experience and knowledge in troubleshooting Apple devices, as well as Azure/Intune for troubleshooting Windows devices.
- Proven experience in IT support
- Strong knowledge of PC and Mac laptops, smartphones, network management, and phone systems.
- Excellent troubleshooting skills and the ability to resolve technical issues promptly.
- Experience with password management, software applications, and vendor management.
- Strong communication and interpersonal skills, with the ability to work effectively with diverse teams.
- Ability to handle multiple tasks and priorities in a fast-paced environment.
- Commitment to maintaining confidentiality and security of sensitive information.
- Comfortable and culturally competent in working with LGBTQ communities
- Able to work 4 days onsite and 1 day flexible/remote, depending on needs
- Have on-call availability for urgent IT issues.
- Able to travel to SFCHC's San Francisco work locations
- Must obtain TB clearance (within past 12 months) and complete background check upon hire.
- Current with vaccinations, including proof of latest Covid-19 vaccine and seasonal flu.
Preferred Qualifications:
- Bachelor's degree in information technology, Computer Science, or a related field.
- Proven experience in IT support, preferably in a healthcare or community service-based setting
- Fluency in English, Competency in a second language.
- Experience working in an FQHC or other type of Community Health Center.
Benefits:
- Competitive compensation
- Comprehensive health, vision, and dental insurance
- Company sponsored life, and long-term disability insurance
- Generous paid time off including paid holidays
- Company-sponsored retirement plan
- Opportunities for professional growth and development
EEOC Statement: San Francisco Community Health Center is an equal opportunity employer committed to identifying and developing the skills and leadership of people from diverse backgrounds. San Francisco Community Health Center does not discriminate on the basis of age, ancestry, citizenship status, color, creed, disability status, gender identity, HIV status, marital status, medical condition, genetic information, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any other legally protected class.