POSITION / TITLE: IT Support Technician II (Onsite)
RESPONSIBLE TO: Chief Administrative Officer (CAO)
PROGRAM ADDRESS: 2142 Jerrold Ave., San Francisco CA 94124
ABOUT MOWSF: Meals on Wheels of San Francisco (MOWSF) is committed to the belief that all seniors have the right to live independently with dignity and respect in their own homes for as long as it is safely possible. It is our mission to provide isolated homebound seniors in San Francisco with nutritious meals, daily human contact, and supportive services to prevent their premature institutionalization.
The food, companionship, safety checks, and other support we provide are vital services for seniors who want to continue living in their own homes but cannot shop or prepare meals for themselves. Our network of drivers, social workers, nutritionists, community partners, volunteers, donors, and advocates are a formidable force against senior neglect and malnutrition. We believe in delivering more than a meal - we are nourishing the whole person.
As the largest provider of home-delivered meals in the city, MOWSF delivers more than 2.5 million meals annually to more than 3,800 seniors in every neighborhood of San Francisco, as well as parts of San Mateo County. Our HQ office and our Production kitchen are on the same block in the Bayview neighborhood.
POSITION SUMMARY: Our IT Support Technician II works in daily collaboration with our managed services provider (MSP) prioritizing and responding to user-initiated helpdesk tickets, monitoring and maintenance of network infrastructure, troubleshooting and technical support for both hardware and software issues at our two sites. They are first-responder to urgent and emergent IT needs, performing ongoing improvement and monitoring of user security and usability concerns. This is a hands-on, 100% on-site position requiring strong interpersonal communication skills and a solutions-focused attitude with enough flexibility to accommodate the diverse needs of a fast-paced workforce. Position includes on-call rotation.
DUTIES AND RESPONSIBILITIES:
- User Onboarding/Offboarding and Training
- In collaboration with MSP and onsite Human Resources staff, ensure set-up and user-ready equipment and technology is available for new hires.
- Coordinate the distribution and collection of company hardware (including desktops, laptops, monitors, peripherals, and cell phones) and software licenses. Document all IT hardware transactions for accurate tracking and asset management.
- Provide general overview and training for new hires on MOWSF systems, answering general questions for log-in and system start-up including email, MS Teams, Sharepoint, Salesforce, phones and voicemail.
Technical Support
- Provide front-line support for hardware, software, and network-related issues in a Windows environment.
- Trouble shoot and resolve desktop, laptop, printer, A/V, and peripheral device issues.
- Assist with Microsoft Office Suite/365 and other standard business application issues. Review application logs.
- Maintain IP based phone systems (Vonage).
- Provide guidance and training to end-users on basic IT processes and software usage.
Incident Management
- Respond to support tickets, emails, and calls, ensuring issues are logged, prioritized, and resolved promptly.
- Identify complex issues that require further assistance and escalate them to higher-level support teams/MSP.
- Monitor the system daily and respond immediately to security or usability concerns. Manage firewalls.
- Escalate critical or unresolved issues to the Chief Administrative Officer or MSP.
System Maintenance & Administration
- Perform basic system updates, patches, and antivirus checks. Maintain backups.
- Assist with hardware and software installations, upgrades, and deployments.
- Set up and configure user accounts, passwords, and permissions in Active Directory.
- Administrate infrastructure, desktops, active directory, asset management, malware protection software and other processes.
Documentation
- Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
- Document processes and maintain accurate records of IT assets and licensing.
- Contribute to the creation and updating of knowledge base articles and IT documentation.
Other Duties
- Assist with IT-related projects, including system upgrades and new technology implementations.
- Perform other duties as assigned.
QUALIFICATIONS and PERSONAL CHARACTERISTICS:
- Demonstrate a deep and genuine connection and commitment to the MOWSF mission to ensure operational success so no senior is hungry or alone.
- Proven technical expertise with broad knowledge of information technology, including strong troubleshooting skills for hardware, software and networks.
- Ability to establish and maintain harmonious working relationships with employees throughout the organization.
- High emotional intelligence, tact, and the ability to manage sensitive and confidential information.
- Strong attention to detail, problem-solving skills, and the ability to multitask in a fast-paced environment.
- Strong critical thinking and analytical ability.
- Exemplary interpersonal communication skills, both written and verbal. Ability to break down complex technical issues and explain them in a relatable fashion to non-technical or low-tech users, without causing confusion or “talking down”.
JOB REQUIREMENTS:
5+ years’ experience in system administration role. Experience maintaining Cloud Infrastructure (M365, Intune, EntraID, etc.). College degree in computer science preferred or equivalent in experience. Salesforce experience and experience partnering with an MSP highly preferred.
SALARY / HOURS/BENEFITS: Starting pay is $35/hour (non-exempt) based on a 40-hour work week 100% on-site. MOWSF provides company paid health, dental, vision, life and long-term disability insurance (100% paid for employee only coverage). Our 403b plan includes a 3% discretionary contribution for all eligible employees. Vacation leave accruals start at 15 days (120 hours) and we observe a total 10 holidays per year. For a full summary of employee.
Meals on Wheels, SF is committed to workforce diversity. Qualified applicants will receive full consideration without regard to age, race, color, religion, gender, sexual orientation or national origin. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
