IT Technician

Samaritan House

San Mateo, CA, USA

Published: 6/14/2022

Technology

Full Time

Job Description

OUR IMPACT

For over 50 years, Samaritan House has been leading the fight against poverty in San Mateo County. We’re the only organization that delivers the full breadth of essential services and personalized support to the working poor. By ensuring our clients are fed, clothed, healthy, and housed, we help them create their own stability and remain an active, successful part of our community. After all, an enduring community is only possible when every person has the resources they need to live.

OUR CULTURE

We’re passionate about providing our employees with a supportive work environment and experiences that help them grow. We offer excellent opportunities for individuals with proven strong, creative, results-driven leadership skills and stellar work ethics. We welcome candidates who love working with people of diverse backgrounds and want to make a difference by fostering community care for our neighbors in need.

YOUR IMPACT

Under the general supervision of the IT Director, this position manages, configures, and maintains IT infrastructure including hardware, software, and networks while providing end-user support, onboarding, troubleshooting, and training across all locations. Additionally, this role serves as a staff advocate, acting as a liaison between employees, the MSP provider, and the IT Director to effectively communicate and resolve technical issues promptly.

JOB QUALIFICATIONS

Please note our preferred and in some cases required qualifications for this position:

EDUCATION:

· Bachelor’s Degree in IT related field. In some cases, related and comparable work experience may be considered in lieu of education requirements.

EXPERIENCE:

· Minimum three years in technical customer support.

· Previous experience in the non-profit sector is preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

Proficiency with a variety of hardware, software, and network technologies, including Windows, Office365, general hardware setups (laptops, printers, scanners), switches, and routers.
Extremely comfortable working and assisting all levels of staff and volunteers.
Eagerness and aptitude to learn new technology skills
Positive supportive attitude
Excellent problem-solving skills and attention to detail
Excellent written, verbal, and interpersonal communication skills.
Ability to translate complex technical concepts for non-technical audiences.
Demonstrated commitment to equity, inclusion, and serving diverse communities.
Proven ability to conduct all interactions with all constituents in a highly ethical manner demonstrating high level of integrity, transparency and compassion in all work.
Must be able to exercise appropriate and sound judgment, professionalism, appropriate composure with tact and diplomacy both under normal and stressful situations.
Must possess a solutions-based approach to problem solving. Ability to be creative and show initiative and act as an independent employee while having a team player approach and attitude.
Excellent interpersonal skills. Ability to establish and maintain successful and effective relationships with Samaritan House constituents (internal and external) and partnering agencies.
Must have flexibility with work schedule, which may include occasional evenings, holidays and/or weekends as needed.
Demonstrated commitment to Samaritan House’s mission, values, and community impact
Ability to follow Agency Policies and organize required activities according to Samaritan House policies, procedures and best practices which include any related federal, state, or local agency requirement.
Clean driving record- ability to get to and from job sites within the Agency as assigned.

PHYSICAL REQUIREMENTS AND BACKGROUND CHECK

Candidates must have the physical, visual, and auditory ability to perform the essential functions of the job and to respond to emergencies with or without reasonable accommodation. Reference checks and background checks will be performed prior to and at commencement of employment. Activities may include but are not limited to repetitive hand/arm motion (computer work), extended periods of standing and/or sitting at a computer workstation, regular travel, occasional bending, pulling, pushing, reaching, lifting, and carrying up to 20 pounds. This position will require the usage of a mobile device or other assigned equipment, which will be provided. Position is on site with occasional travel to agency off site locations and partner agencies as assigned.

ESSENTIAL FUNCTIONS OF THE JOB

1. Serve as a primary technical decision-maker for end user support issues, assessing urgency, business impact, and risk, then determining the appropriate resolution path or escalation strategy. This includes autonomously prioritizing workloads and making informed recommendations to leadership regarding technology needs and operational improvements.

2. Act with autonomy in managing the ticketing workflow, including monitoring ticket queues, identifying systemic issues, and implementing high impact resolutions. Provide expert guidance to staff on effective ticket submission and usage of IT support processes.

3. Manage onboarding and offboarding technology operations, including determining appropriate configurations, security settings, and resource provisioning for new staff. Independently evaluate returned equipment for data security, reusability, redeployment potential, or retirement.

4. Exercise technical expertise in managing mobile device deployment, applying judgment in asset allocation, configuration, lifecycle management, and recommendations for future inventory needs.

5. Serve as onsite technical authority for vendor interactions across all organizational locations, some of which operate 24 hours a day, to make informed decisions regarding access, troubleshooting direction, and operational continuity during vendor engagements.

6. Create and manage technical documentation for end user procedures, system updates, and organization-wide IT standards. Use expert analysis to determine when new documentation is needed and how processes should be updated for clarity, efficiency, and compliance.

7. Manage the provision of support for clinic operations, using specialized technical knowledge, to ensure system functionality, resolve escalated issues, and support mission critical workflows.

8. Manage communication efforts regarding system outages, maintenance windows, security updates, and technology changes. Apply independent judgment to determine what information is essential, how it should be conveyed, and which stakeholders require escalated communication.

9. Continuously evaluate IT operational effectiveness and recommend improvements, technology enhancements, or process adjustments that support organizational priorities and long-term strategy.

10. Perform other duties as assigned, requiring the consistent application of professional expertise, discretion, and independent judgment in a rapidly changing IT environment.

11. Manage IT needs for special events and special projects.

12. Attend all assigned training, events and meetings.

13. Report and complete any necessary incident reports immediately or within 24 hours, whichever is sooner. Review the incident with supervisor. Report on the job injuries immediately to HR.

14. Other duties as assigned.

Company DescriptionFor over 50 years, Samaritan House has been leading the fight against poverty in San Mateo County. We’re the only organization that delivers the full breadth of essential services and personalized support to the working poor. By ensuring our clients are fed, clothed, healthy, and housed, we help them create their own stability and remain an active, successful part of our community. After all, an enduring community is only possible when every person has the resources they need to live.