Summary:
The Child Mind Institute is currently seeking a Service Desk technician who will be responsible for the day-to-day hands-on support of the organization's end-users. CMI is looking for someone who enjoys working with end-users and desktop technologies and has relative experience providing desktop support in a dynamic and fast-paced environment. The primary responsibility is to interface with internal users at all levels of the organization to resolve IT issues through timely documented procedures.
Reporting to the IT Service Desk Manager this is a non-exempt, full-time position located onsite in our San Mateo, CA Office
The Child Mind Institute is proud to be named a Great Place to Work-Certified company! Our competitive compensation and benefits include medical insurance, 401(k), paid parental leave, dependent care, flexible work schedules, discounted tickets and entertainment perks programs. For more information about our benefits, please visit our employee benefits website.
Responsibilities:

• Maintains detailed and up-to-date licenses and hardware/software inventory
• Creates technical and end-user documents and maintains a knowledge base in our ticketing system
• Conducts training on new processes, procedures, technology, and best practices
• Provides rapid responses and ownership of issues and requests reported by end users via Microsoft Teams chat, telephone, or email
• Ability to provide customer service, w/ a high level of communication with Child Mind staff
• Supporting conference room technology as needed for remote meetings, utilizing Zoom / Teams
• Supporting Windows and MacOS devices remotely, using remote management software
• Performs general technical support and troubleshoots software, hardware, and cabling
• Performs installs, moves, additions, changes, and deprecation of technical hardware
• Responsible for logging, tracking, and reporting incidents through resolution using Atera
• Manages printer installation, configuration, and troubleshooting
• Provide end-user training & education on technologies, best practices, and Child Mind policies
• Administers multiple SaaS platforms i.e., Azure AD, Salesforce, EHR System, Microsoft 365, Meraki, Atera, InTune, YAROOM, Zoom Phone, and Online Meeting Administration

Qualifications:

• Bachelor's degree in an IT related field or combination of 3 years related work experience
• Mac OS desktop and iOS device experience in a networked environment
• Comptia Security+, A+, Microsoft, and ITIL certifications are highly desired
• Experience supporting Windows operating systems in a domain environment
• Experience supporting EHR systems is a plus
• Strong experience supporting Macs in an Active Directory environment
• Strong knowledge and understanding of Microsoft Office 365/Teams/Outlook for Windows and Mac
• Knowledge of Linux desktop and server platforms
• Knowledge of DHCP, DNS, TCP/IP, and configuring and troubleshooting VPN client software
• Ability to lift/move objects up to 50+ pounds required
• Assist with IT Projects as required
• Ability to work independently on daily tasks and projects
• Ability to work occasional evenings or weekends in response to the needs of the end users and organization

Special Considerations:
Please upload your CV during the application process.
The Child Mind Institute is an equal opportunity employer and does not discriminate in employment based on race, religion (including religious dress and grooming practices), color, sex/gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sex stereotype, gender identity/gender expression/transgender (including whether or not you are transitioning or have transitioned) and sexual orientation; national origin (including language use restrictions and possession of a driver's license issued to persons unable to prove their presence in the United States is authorized under federal law [Vehicle Code section 12801.9]); ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age (40 and over), sexual orientation, military or veteran status, or any other basis protected by federal, state or local law or ordinance or regulation.