IT Helpdesk Coordinator

Carnegie Foundation for the Advancement of Teaching - Palo Alto, California - Full time

POSITION PURPOSE

Provides Foundation-wide support, advice, problem solving, and technical information regarding computer software, computer hardware and peripherals, audio visual platforms, and other related technology tasks.

KEY RESPONSIBILITIES

  • Troubleshoot, repair, and maintain computer equipment on both Windows and MAC platforms (computers, printers, and other peripherals); test computers and peripherals on a network to diagnose, hardware versus software problems.
  • Monitor, track, and address incoming help desk requests; assist employees with resolution of IT needs; escalate issues as necessary
  • Configure and test new equipment such as laptops, desktops, videoconferencing equipment, mobile devices, phone and voicemail systems, and other technology tools.
  • Set-up and maintain email, phone and voice mail, video conferencing, and other related accounts; create and maintain distribution lists and security groups; configure email clients; and troubleshoot connectivity and hardware issues.
  • Monitor network devices and servers and report any issues and network/server outages.
  • Develop and implement training sessions and user guides on various topics related to the IT function; deliver the IT on-boarding/orientation to new employees; update trainings, orientations, and manuals as needed.
  • Maintain the Foundation’s hardware and software inventory database.
  • Perform routine systems checks and monitor the Foundation’s servers and network activity.
  • Serve as back-up to the Director of IT.
  • Other related duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS

  • Any combination equivalent to: two years of college-level coursework in computer science, information technology, or related field and two years of end-user support experience.
  • Bachelor’s degree is preferred.
  • Three years of System Administration experience preferred.
  • Experience working in the field of education or in a non-profit environment is a plus, but not required.

SKILL REQUIREMENTS AND QUALIFICATIONS

  • Experience troubleshooting Microsoft Office applications such as Word, Excel, and Outlook.
  • Ability to respond and resolve support issues in a timely manner with minimal supervision.
  • Ability to multitask effectively and meet multiple deadlines.
  • Excellent customer service and communication skills.
  • Ability to clearly communicate with end-users; ability to explain technical issues to non-technical individuals.
  • Working knowledge of Microsoft Active Directory, DNS, and DHCP services.
  • Understanding of underlying networking concepts, including TCP/IP, routing, Ethernet, Wi-Fi, VPN, and others.
  • Knowledge and experience with both Windows and Mac operating systems on a variety of hardware configurations, and ability to provide support for cross-platform integration issues.
  • Knowledge of Zoom, Dropbox, and G Suite preferred.
  • Must be very flexible and comfortable working in an environment with a high degree of ambiguity and where processes, timelines, and targets are evolving.

PHYSICAL REQUIREMENTS

  • The position requires regular lifting, pulling or pushing objects of less than 25 pounds.
  • Bending, kneeling, and carrying are occasionally required.
  • A significant amount of time is spent sitting.
  • The position requires manual, visual, auditory acuity.

Please Note: Successful candidates must be authorized to work in the United States. Visa sponsorship is not available for this position.

THE WORKING ENVIRONMENT

  • The Foundation offers a collaborative, community-building atmosphere grounded in an environment of mutual respect.
  • The facility is located in Stanford, California in a quiet pastoral setting near a hiking trail.
  • Amenities include a communal kitchen (coffee, tea, and drinks provided), weekly catered lunches, and outdoor eating/gathering areas.
  • We also offer on-site yoga classes, free parking, and electric car charging stations.

BENEFITS & PERKS

  • Full medical, dental, vision, life, accidental death, disability, and long term care insurance, as well as employer subsidized flexible spending plans
  • A retirement savings plan, including employer contributions and the opportunity for your own tax-advantaged savings
  • Generous time-off benefits including 15 paid holidays and up to 6 weeks paid parental leave
  • Matching Gift program to benefit charitable organizations and Educational Assistance to further your professional development

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Role

Operations

Experience Level

Mid Level

Carnegie Foundation for the Advancement of Teaching

The Carnegie Foundation for the Advancement of Teaching is an independent policy and research center committed to developing networks of ideas, individuals, and institutions to advance teaching and learning.

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