Technical Support Assistant

About the role

The Technical Support Assistant serves as the first point of contact for new hires, providing support for technology onboarding and offboarding. Responsibilities include account creation, device configuration, access changes, and file migrations.

Responsibilities

• Serve as first contact for New Hire technical questions and support.
• Respond to and resolve common new hire technology inquiries and access issues.
• Create accounts based on Agency Standards.
• Configure and deploy agency devices such as laptops, mobile phones, office phones for new staff.
• Reset hardware, software and accounts, and prepare returned equipment for new employees.
• Suspend/terminate accounts based on Agency Standard.
• Create and/or update documentation for Agency Standards.
• Provide first level of systems support for employees throughout the agency.
• Help Desk: Document all pertinent end user identification information, prioritize, track, and resolve support requests, escalate issues as appropriate.
• Equipment Management: Perform routine maintenance on IT equipment, manage Computer Equipment Inventory, provision and configure new equipment for staff.
• Monitor daily system operations, maintain and update written procedures, and participate in special projects.

Requirements

• Associate degree in a computer related field (or additional 2 years work experience in related field).
• Knowledgeable and resolve new hire FAQs.
• Knowledgeable in troubleshooting and resolving new hire account and login issues.
• 2+ years in a professional setting working in help desk support, preferably in a technology related role.
• Experience in administering current cloud applications such as Microsoft 365, Zoom, DocuSign etc.
• Experience in enterprise level administration of applications and hardware.

Skills

• Ability to lift 50lb.
• Knowledge of computer hardware and software including Windows, internet usage, Microsoft Office Suite, Adobe products, DocuSign, Zoom, and other web-based applications.
• Familiarity with Windows and Android hardware.
• Knowledge of Microsoft Entra, SharePoint, Exchange, Intune, and other Microsoft Cloud Services.
• Knowledge of enterprise VOIP phone services.
• Knowledge of remote access software for remote end user support.
• Knowledge of IPv4 networking, subnets, routing.
• Knowledge of MDM administration.
• Written communication: ability to develop standard business communications, using proper grammar, spelling and punctuation.
• Oral communication: ability to convey complex information and ideas in a clear, concise, and professional manner.
• Ability to operate basic office equipment, including scanners, copiers, faxes, phones.
• Intermediate knowledge of MS Word® (e.g., tables, mail merges, form creation), MS Excel® (e.g., Pivot Tables, Lookups, graphing), MS PowerPoint®, MS Outlook® (e.g., group list management, multi-calendar management, permissions).
• Strong Documentation Skills.
• Ability to make decisions based on policies and/or similar scenarios.

Benefits

• Comprehensive benefits package including Medical and Dental benefits with a generous employer contribution and additional employer paid Life, Disability and Vision coverage.
• 10% employer contribution to a 403(b) retirement account to help you save for the future!
• Generous time off benefits: 13 vacation days, 15 sick days, 11 paid holidays, 6 personal holidays, and up to 5 paid days for continuing education.

How to apply

GGRC values diversity; people of all backgrounds are encouraged to apply. Please complete the application and submit your most recent resume. If you feel that the questions do not accurately capture what you have to offer Golden Gate Regional Center, you are also welcome to attach a cover letter. Applications are being reviewed on a rolling basis so we encourage you to submit yours soon. We look forward to reading your application. Golden Gate Regional Center is an Equal Opportunity Employer.