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About the Role

This position serves as the primary point of contact for IT service requests, managing, prioritizing, resolving, and escalating issues. It requires strong customer service and technical skills for first-tier support of Windows desktops, peripherals, networked devices, and telephony, along with basic user account management.

Responsibilities

• Provide in-person, telephone, and email technical support for all Agency users in multiple locations.
• Manage, configure, and deploy desktop computers, peripherals, and VoIP telephony.
• Diagnose, maintain, and update desktops, laptops, and tablets.
• Manage all equipment decommissioning and hard-drive destruction.
• Provision and manage user accounts (e.g., Active Directory, Office365, ShoreTel).
• Assist with imaging and automated software deployment systems.
• Participate in desktop standardization design and configuration.
• Assist with documenting policies and procedures for the IT department.
• Assist with organizing and managing server and storage rooms at all facilities.
• Research and assist in other projects as defined by the IT Manager.
• Provide backup support to the Systems Administrator.

Requirements

• Minimum of 4 years practical, hands-on technical experience (college coursework or degree may be substituted for up to 2 years of experience).
• Ability to clearly communicate technical concepts and procedures to a diverse audience.
• Ability to lift 60+ pounds.
• Ability to work in confined, restricted or otherwise marginally-accessible spaces.
• California driver's license/clean driving record.
• Willingness to work occasional nights and weekends as needed, or as required in emergency situations.
• Must secure and pass finger image screening, a background check, and annual TB screenings.
• The incumbent will honor and abide by Episcopal Community Services organizational values and its policies and procedures.

Skills

• Dedicated Customer Service focus
• Strong communication skills
• Thorough knowledge of Microsoft Windows desktop operating systems
• Intel PC-based computer hardware configuration and diagnosis
• Standard Windows applications (e.g., Microsoft Office 365, Chrome, Acrobat)
• General user account management (ActiveDirectory, Office365)
• Network printers/multifunction devices
• Basic proficiency in Windows Imaging and Deployment services
• Video Conferencing (Zoom, Teams, etc)
• Networking services and concepts (TCP/IP, DNS, DHCP, Active Directory, VPN, VoIP)
• Microsoft Windows Server
• Experience with Microsoft Group Policy, AzureAD, InTune, AutoPilot (Desirable)
• Specialized business applications and services (e.g., NetSuite, ADP PC/Payroll, Raisers Edge, PayCom) (Desirable)

Location

• Canon Kip - San Francisco, CA 94103

Work Type

• Full Time
• Fully onsite
• Client-facing role
• In-person interaction
• Direct service delivery

Experience Level

• Minimum of 4 years practical, hands-on technical experience

Salary/Compensations

• $81,524.00 - $85,193.00 Salary

About the Company

• At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances.
• While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable.
• Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.

Equal Opportunity

• ECS will consider for employment qualified applicants with arrest and conviction records as consistent with San Francisco's Fair Chance Ordinance.
• ECS values a workplace where every individual is respected, supported, and given equal opportunity to thrive.
• We are an equal opportunity employer dedicated to creating a welcoming and inclusive environment for all.