IT Helpdesk Technician II

About Second Harvest of Silicon Valley

Founded in 1974, Second Harvest of Silicon Valley is one of the largest food banks in the nation and a trusted nonprofit leader in ending local hunger. The organization distributes nutritious groceries through a network of nearly 400 partners at drive-thru and walk-up sites across Santa Clara and San Mateo counties. Due to the prohibitively expensive cost of living in Silicon Valley, the economic downturn caused by the COVID-19 pandemic, and the rise in inflation, Second Harvest is now serving an average of about 500,000 people every month. Second Harvest also connects people to federal nutrition programs and other food resources, and advocates for anti-hunger policies on the local, state, and national levels. To learn more about how Second Harvest is responding to the incredible amount of need in Silicon Valley, visit shfb.org.

About the Position

The IT Helpdesk Technician II is primarily responsible for supporting end users. As the main point of contact for IT support, the Technician must be able to communicate and interact with both technical and non-technical staff and volunteers throughout the organization. Working closely with other IT Staff to manage our helpdesk ticketing system, this position will provide onsite and remote troubleshooting, maintaining the PC environment by deploying appropriate upgrades, patches, and updates as necessary. The IT Helpdesk Technician II analyzes, prioritizes, resolves or escalates technical issues in a timely manner through the effective use of available resources.

This job might be for you if:

• You are passionate about ending hunger
• You have proven experience with supporting technology in the workplace in addition to outstanding communication skills
• You take a logical approach to problem solving due to your strong analytical skills
• You enjoy working with people, demonstrating excellent service skills while you provide technical support
• You have a positive, service-oriented personality
• You possess strong organizational and time-management skills
• You are results oriented, self-motivated, professional, and a reliable team player
• You enjoy working in a dynamic environment, with a demonstrated ability to work on multiple projects/issues at once
• You are proactive and resourceful
• You are able to understand, adapt to, and build upon the work of others

Responsibilities

• Monitor Zendesk helpdesk ticketing queue and provide resolution for requests
• Onboard new users via IT in person orientation and offboard users via EDS system
• Update and deploy Microsoft Intune image for laptops, desktops, and tablets
• Troubleshooting Windows operating systems in both network domain and Azure environment
• Set up MFA and SSO for users via Microsoft Authenticator or YubiKey security fob
• Maintain 8x8 VOIP phone system user add/delete/access permission
• Maintain Zoom Rooms and provide AV support for All Staff and Board meetings
• Troubleshoot approved applications, laptop/desktop/tablet/phone, printers, network and VPN issues
• Troubleshoot anti-malware and security software (Cisco Umbrella, Sentinel 1, Malwarebytes) issues
• Provide remote support to employees in the field, at home, and other office locations
• Provide training to end users on the new acquired software and hardware technology

Qualifications:

• Minimum of 5+ years hands-on IT Helpdesk experience configuring, troubleshooting, and repairing end user devices
• Strong working knowledge of cloud technologies (Azure and Active Directory)
• Strong experience in networking protocol, Ethernet, TCP/IP, DNS, DHCP and Unified Communication (8x8)
• Excellent knowledge of Microsoft Office suites O365
• Strong customer service and communication skills, with the ability to effectively communicate with both technical & non-technical peers. Strong team player.
• Excellent problem-solving skills and self-directed, requiring minimal daily supervision
• Effective interpersonal communication skills for establishing and maintaining effective working relationships with peers and staff at all levels
• Ability to lift 25 lbs
• Perform other duties as assigned by the Senior Manager of Information Technology or Director of Information Technology.

EOE

Second Harvest is committed to being an equal opportunity employer which values diversity. Under-represented groups are encouraged to apply for all positions.