Information Technology Technician I

San Francisco, CA, United States

POSITION : Information Technology (IT) Technician I

REPORTS TO : Manager, Information Technology

STATUS : Full-Time, Non-Exempt

JOB CLASSIFICATION : Associate I

UNION ELIGIBLE : Yes

WORK ARRANGEMENT : Hybrid (3 days in office)

LOCATION : San Francisco, CA

SALARY RANGE : $27.55/hr - $36.15/hr

APPLICATION DEADLINE : Open Until Filled

Founded in San Francisco in 1902, the LightHouse's purpose is to promote the independence, equality and self-reliance of people who are blind or visually impaired. The LightHouse is currently in a period of growth, increasing our capacity to serve more low-vision and blind clients.

*Blind/visually impaired strongly encouraged to apply.

*Please note the terms and conditions of this position may be subject to change, once a Union Collective Bargaining Agreement is in place.

OVERVIEW:

The Information Technology Technician I is a full-time position, providing support to the whole LightHouse organization as part of the Information Technology department. The Information Technology Technician I is the front line for daily technical support requests, providing the best possible customer service in order to maintain high productivity throughout the organization. The position will also bear responsibility for system and user onboarding, maintenance and documentation, and play a key role in achieving the IT department's project goals and key performance indicators.

The main work site for this position Will be determined at time of hire. The Information Technology Technician I is expected to be available to travel to other LightHouse locations in the Bay Area and North Bay as coordinated within the team.

QUALIFICATIONS:

A high school diploma, GED, some college, or demonstrable compensating work experience.

Minimum 4 years' experience in a front line customer service or technical service role; experience directly supporting the disabled is desirable.

Best in class customer service skills.

Experience holding positions of trust with regard to highly confidential information.

Fantastic skills in written and verbal English communication.

Demonstrated experience and skills in complex, detail-oriented technical tasks.

Examples of maintaining high service levels through high-stress situations.

Availability to work beyond business hours as negotiated.

Experience or knowledge of audio-visual systems, including recording and mixing boards.

Demonstrable and testable skills in computer support basics in a Windows environment.

Demonstrable skill in self-directed educational growth to learn and maintain technical skills.

Demonstrable skills in prioritizing and processing conflicting priorities and communicating expectations to stakeholders.

A fundamental understanding of networking, including demonstrable understanding of the acronyms IP, DNS, and DHCP, and the roles of networking devices such as firewalls, routers, switches, servers, and workstations.

JOB RESPONSIBILITIES:

Monitor help desk queue to provide front-line tier one and tier two technical support.

Perform maintenance and updates to systems and workstations proactively to address upcoming issues.

Support organizational software tools.

Provide audio-visual system support.

Support computer, printer, and audio-visual hardware.

Documentation maintenance, including conducting systems inventory.

Maintenance and monitoring of data backup systems.

Support VoIP phone system, including handset provisioning and user creation and modification.

Network troubleshooting using Windows command line tools.

Physical work including systems deployment, network rack management, workstation and network patching, and order receipt and inventory.

Project work tasks in support of organizational and departmental goals.

Perform networking troubleshooting and diagnostics.

As appropriate to experience and knowledge, systems administration tasks such as user onboarding and offboarding, file rights management and auditing, share creation, systems migration and more.

Ability to perform other related duties as assigned.

PHYSICAL REQUIREMENTS:

Ability to lift and transport up to 30 pounds regularly, with occasional loading and uploading up to approximately 50 pounds, may be required.

Physical mobility and endurance to perform tasks while standing, walking, crouching, or crawling, some for long periods of time.

Ability to safely and properly use tools and equipment.

Typing skills in excess of 20 words per minute or compensatory data input ability.

Manual dexterity sufficient to manipulate equipment, including systems repair and component replacement.

Ability and willingness to work with exposure to indoor and outdoor environmental conditions, including warehousing environments.

Ability to sit at a desk and perform computer-intensive work for long periods of time; operate standard office equipment; ability to work at offsite location(s) independently as needed.

Ability to independently travel to all LightHouse campuses and throughout the community as needed.

WORKING CONDITIONS:

LightHouse is an equal opportunity employer. LightHouse policy and the law prohibit discrimination and harassment based on an individual's race, ancestry, religion or religious creed (including religious dress and grooming practices), color, age (40 and over), sex, gender, sexual orientation, gender identity or expression, genetic information, national origin (including language use restrictions), marital status, medical condition (including cancer and genetic characteristics), physical or mental disability (including HIV and AIDS), military or veteran status, pregnancy, childbirth, breastfeeding and related medical conditions, denial of Family and Medical Care leave, height and weight, or any other classification protected by federal, state, or local laws, regulations, or ordinances. Our policy and the law prohibit co-workers, third parties, supervisors, and managers from engaging in such conduct.

LightHouse personnel are employed on an at-will basis. Employment at-will means that the employment relationship may be terminated, with or without cause and with or without advance notice at any time by the employee or the Agency.

We strive to maintain a scent-free environment and a drug-free workplace. Employees are expected to behave in accordance with these objectives.

All employees at LightHouse are hired for an indefinite and unspecified duration and consequently, no employee is guaranteed employment for a specified length of time. Employment is at the mutual consent of the employee and LightHouse. Accordingly, either the employee or LightHouse can terminate the employment relationship at any time, with or without cause ("employment at will").

HOW TO APPLY:

Please submit a cover letter and resume as Word attachments (no. PDFs please), along with the completed employment application (downloads in a Word document), to [email protected], including the job title in the subject line. To fill out the application, please enable editing in the document. We will not consider videos or hyperlinks to online profiles. Due to time constraints, we will only respond to complete submissions in which there is serious interest, thanks for your understanding.