Part-time Helpdesk Support

About Children’s Council Our mission at Children’s Council is to connect families to child care that meets their needs and work with parents, providers, and community partners to make quality child care and early education a reality for all children in our city.  Our team is committed to empowering parents with the information they need to make good decisions regarding child care and early education for their children. We also equip early educators with the expert resources they need to be better at what they do and simultaneously improve the quality of care that’s available in San Francisco.  We believe all children must have high quality care and early education that meets their unique needs because their long-term success depends on it.  If you are passionate about connecting families with quality child care, we want you on our team.

About this Position

This part-time technical position supports Children’s Council staff in their use of the organization’s multiple technology systems.  The role requires gaining in-depth knowledge of hardware and software solutions to respond to helpdesk questions, resolve technical problems with staff, and improve the overall technical skill of all staff.  This role also works closely with the rest of the IT team to develop training materials, perform one-on-one and/or group training, and creates documentation for users.  The role also performs routine software updates and troubleshoot any staff issues with those updates.  The Specialist will report to the Supervising Network Administrator.  Our ideal candidate for this role is flexible and creative, a natural helper, with an approachable and affable manner and an end-user mindset.

Key Responsibilities

• Utilizing ticket tracking system to prioritize, manage, and document status of support needs and understand when to engage senior level support.
• Identifying, creating and updating solutions using personal knowledge, historical data, and external resources.
• Conducting problem recognition, research, isolation, and resolution procedures.
• Train employees on multiple systems.

Key Qualities

• The staff you have supported describe you as “a nature teacher” and “the best IT support we’ve had!”

• You consider yourself a relationship builder – You enjoy communicating to both gather and share information.
• You have strong coordination skills, able to prioritize, monitor progress and ensure all the detailed work gets done.
• You are a person always working to anticipate, understand and improve and expand our supports to best meet the needs of the team.
• You get great satisfaction out of solving problems and gathering information to make recommendations and/or resolve issues.
• You take advantage of every opportunity to learn something new.

Required Education & Qualifications

• 3+ years professional experience providing client-facing technical support in a corporate setting
• Hands-on experience with PC deployments, installing/configuring software applications, and troubleshooting network printers
• Practical knowledge with Windows 10 operating system, Microsoft Active Directory services, Windows servers, and standard networking protocols (TCP/IP and Ethernet)
• Prior experience providing outstanding customer service and problem resolution for end-users experiencing hardware and software issues
• Self-starter with a friendly customer service attitude, punctuality, and ability to take direction
• Ability to work independently and manage competing priorities.
• Ability to work as a productive member of a team.
• Strong problem-solving skills, analytical skills, creativity, logical thinking, and common sense.
• Strong interpersonal skills, including the ability to interact with persons of various social, cultural, economic and educational backgrounds.
• Bachelor’s degree and Microsoft certifications preferred but not required
• Bilingual candidates (Cantonese or Spanish and English) highly preferred