Technical Support Assistant - Onboarding and Offboarding

Job Summary

Golden Gate Regional Center (GGRC) is seeking a Technical Support Assistant - Onboarding and Offboarding. This hybrid role provides frontline IT support, managing technology setup for new hires, handling account changes, and facilitating equipment transitions. You will also deliver responsive help desk support with a strong focus on customer service, contribute to IT projects, and travel between GGRC offices across San Francisco, San Mateo, and Marin Counties as needed.

Responsibilities

Onboarding and Offboarding

• Serve as first contact for new hire technical questions and support.
• Respond to and resolve common new hire technology inquiries and access issues.
• Create accounts based on Agency Standards.
• Configure and deploy agency devices such as laptops, mobile phones, office phones for new staff.
• Reset hardware, software and accounts, and prepare returned equipment for new employees.
• Suspend/terminate accounts based on Agency Standard.
• Create and/or update documentation for Agency Standards.

Help Desk

• Provides first level of systems support for employees throughout the agency.
• Elicits details of issues to properly prioritize and refer issues.
• Document all pertinent end user identification information and nature of problem.
• Prioritize, track, and resolve support requests, escalating issues as appropriate.
• Record, track, and document the help desk request problem-solving process.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and/or update documentation for Agency Standards.
• Identify and learn appropriate software and hardware used and supported by the organization.

Equipment Management

• Performs routine maintenance on IT equipment such as data back-up, Server and network hardware, and end user equipment.
• Process and submit Purchase Order requests for IT equipment as needed.
• Receive processed Purchase Orders, Asset Tag, and deploy IT equipment to staff.
• Manage Computer Equipment Inventory, keep and update records for IT equipment.
• Track and record equipment purchases and disposals.
• Provision and configure new equipment for staff.

Other Responsibilities

• Monitors daily system operations throughout the agency to identify potential issues.
• Maintain and update written procedures as systems and processes evolve.
• Participate in special projects and assist with additional duties.
• Create and document procedures and processes as needed.
• Maintain all client and agency information as confidential in compliance with HIPAA and the California Lanterman Act.
• Maintain all client and agency PHI and PII as confidential.

Requirements

Education and Experience

• Associate degree in a computer related field (or additional 2 years work experience).
• Knowledgeable in troubleshooting and resolving new hire account and login issues.
• 2+ years in a professional setting working in help desk support, preferably in a technology related role.
• Experience in administering current cloud applications such as Microsoft 365, Zoom, DocuSign etc.
• Experience in enterprise level administration of applications and hardware.

Skills

• Ability to lift 50lb.
• Knowledge of computer hardware and software including Windows, Microsoft Office Suite, Adobe products, DocuSign, Zoom, and other web-based applications.
• Familiarity with Windows and Android hardware.
• Knowledge of Microsoft Entra, SharePoint, Exchange, Intune, and other Microsoft Cloud Services.
• Knowledge of enterprise VOIP phone services.
• Knowledge of remote access software for remote end user support.
• Knowledge of IPv4 networking, subnets, routing.
• Knowledge of MDM administration.
• Strong written and oral communication skills.
• Ability to operate basic office equipment.
• Intermediate knowledge of MS Word, Excel, PowerPoint, Outlook.
• Strong Documentation Skills.
• Ability to make decisions based on policies.

Benefits at GGRC

Golden Gate Regional Center offers a comprehensive benefits package including Medical and Dental with generous employer contributions, plus employer-paid Life, Disability, and Vision coverage. Employees benefit from a 10% employer contribution to a 403(b) retirement account. The organization provides exceptionally generous time off: 13 vacation days, 15 sick days, 11 paid holidays, 6 personal holidays, and up to 5 paid days for continuing education.

Why GGRC is Special

GGRC values diversity and fosters an inclusive environment where all backgrounds collaborate to solve complex problems. They are community-minded and passionate, deeply respecting each individual as unique and central to their own life, whether a coworker or person-served. The center emphasizes a respectful and responsive approach, valuing each person's expertise on their own life and identity.

Key skills/competency

• IT Support
• Help Desk
• Onboarding/Offboarding
• Microsoft 365
• Hardware/Software Setup
• Troubleshooting
• Customer Service
• Inventory Management
• Networking Basics
• Documentation