Technical Support Assistant - Onboarding and Offboarding

Technical Support Assistant - Onboarding and Offboarding

Starting Salary Range: $53,481 - $64,177

GGRC is looking to hire a Technical Support Assistant who provides frontline IT support for GGRC by managing technology onboarding and offboarding, including account creation, hardware and software setup, access changes, and file migrations in coordination with HR and Operations. Delivers responsive help desk support with a strong focus on customer service, contributes to IT projects and system implementations, and travels between GGRC offices across San Francisco, San Mateo, and Marin Counties as needed.

This position offers the opportunity to work from our San Francisco office and from the comfort of your home in a hybrid setting. Local travel within the Counties of San Francisco, San Mateo and Marin maybe required. Access to reliable transportation permitting travel to and between many different locations throughout the day in order to perform the outlined responsibilities of the position.

• 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

• Provides first level of systems support for employees throughout the agency and elicits details of issues in order to properly prioritize and refer issues
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Prioritize, track, and resolve support requests, escalating issues as appropriate. to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Create and/or update documentation for Agency Standards
• Identify and learn appropriate software and hardware used and supported by the organization

• Performs routine maintenance on IT equipment such as data back-up, Server and network hardware maintenance, end user equipment hardware maintenance
• Process and submit Purchase Order requests for IT equipment as needed§ Receive processed Purchase Orders, Asset Tagg, and deploy IT equipment to staff
• Manage Computer Equipment Inventory, keep and update records for IT equipment.
• Track and record equipment purchases and disposals to ensure compliance with applicable state requirements.
• Provision and configure new equipment for staff in alignment with the agency standards.

• Monitors daily system operations throughout the agency to identify potential issues
• Maintain and update written procedures as systems and processes evolve.
• Participate in special projects, and assist with additional duties or tasks, as assigned.
• Create and document procedures and processes as needed.
• Maintain all client and agency information as confidential in compliance with the federal Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Lanterman Act
• Maintain all client and agency PHI and PII as confidential.

• Associate degree in a computer related field (or additional 2 years work experience in related field)
• Be 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, Docu Sign etc.
• Experience in enterprise level administration of applications and hardware.

• Ability to lift 50lb.
• Knowledge of computer hardware and software including Windows, internet usage, Microsoft Office Suite, Adobe products, Docu Sign, Zoom, and…