REPORTS TO: Manager of Information Technology, Systems Engineer

 

PRIMARY RESPONSIBILITY:          The primary role of the IT Support Specialist is offering front to end customer support and being responsible for the configuration, implementation and maintenance of various technologies within the mission and goals of Larkin Street Youth Services.

 

SUPERVISES:                                      None

 

EXEMPT STATUS:                             Non- Exempt

 

UNION STATUS:                                Union

 


ESSENTIAL JOB FUNCTIONS:

  • Serve as the agency’s assistant guru in all things Windows, Office and all user-level business technologies.
  • Provide top-notch customer service in troubleshooting staff computing issues
  • Maintain all desktop hardware and software across the agency
  • Acclimate new employees to our network and provide ad hoc training

 

OTHER DUTIES AND RESPONSIBILITIES:

  • Perform on-site and remote technical support to 300 users across 14 sites in San Francisco
  • Maintain, install, repair, upgrade and configure user-level hardware and software
  • Assist in the organization and inventory of all hardware and software resources
  • Assist the IT Manager, Systems Engineer with repair and maintenance of the enterprise level technologies
  • Track IT issues to successful completion via the Service Desk website
  • Create and maintain good technical documentation
  • Provide technical support at on-site and off-site events
  • Facilitate IT Onboardings, trainings and orientation presentations
  • Alert all staff of IT related disruptions as they arise
  • Provide consultants, volunteers, and other non-agency staff with support as needed
  • Coordinate with vendors and consultants to procure hardware, software, and services

 

 

 

 

PHYSICAL & LANGUAGE REQUIREMENTS:

 

  • Ability to communicate advanced technical terms and concepts into user-friendly language
  • Requires ability to lift, transfer, push/pull, maneuver, and reposition 25 lbs.
  • Ability to reach, bend and walk
  • Finger manipulation
  • Ability to comprehend complex materials
  • Ability to speak and write English clearly and accurately
  • Available to work occasional nights and weekends

 

 

EDUCATION: 

  • 3 years of increasingly responsible experience in Desktop Support and Customer Service

 

 

 BACKGROUND & EXPERIENCE:

  • Advanced knowledge of MS Windows 8/10 and Office 2013/2016
  • User-level support in Office 365, SharePoint, and Salesforce
  • Basic knowledge and the desire to advance skills in Windows server platforms and enterprise technologies
  • Ability to creatively troubleshoot complex computing issues to their acceptable completion in a timely manner
  • Excellent verbal and written communication skills and the ability to make technology accessible to end-users with differing skill levels
  • MCP/MCSA/MCITP or other Microsoft certification or equivalent experience preferred
  • Valid California driver’s license and clean, recent DMV report required for driving company vehicle between sites
  • Experience working with youth is highly desired, especially at-risk, homeless or runaway youth

 

$60,000 Annually

 

 

Larkin Street reserves the right to revise job descriptions or work hours as required.