Job Directory Desktop Analyst

Desktop Analyst
San Francisco, CA

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About

Job Description

POSITION SUMMARY:

This position reports to the Infrastructure Manager. The primary responsibility consist of (1) providing Windows and Mac desktop support, (2) helping manage and maintain security posture across all types of endpoint devices such as workstations, laptops, mobile devices, office equipment, (3) assisting in other projects relating to information security to maintain The Academy's compliance with various industry requirements.

The California Academy of Sciences welcomes people of all backgrounds, identities, and beliefs to join us in achieving our mission to explore, explain, and sustain life on Earth. We place diversity, equity, and inclusion at the heart of our recruiting efforts and strive to build a culture centered on mutual respect, equal treatment, and the opportunity to succeed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Respond, research, and resolve various general business user issues on both Windows and Mac devices.
* Troubleshoot usability issues for both local and cloud applications such as Google G-Suite (Gmail, Google Drive, Hangouts Docs, Sheets, etc.), Microsoft Office 2013/2016, Windows 7/10, MacOS, etc.
* Assist in maintaining security best practice across all end user devices such as security patches, antivirus, upgrade/removal of insecure apps, disk encryption, user account change management (Active Directory + Google), multifactor authentication (Duo Security + Google), and more.
* Assist in supporting front of house ticketing systems.
* Answer questions received via helpdesk ticketing system, telephone calls, and drop by visits resolved satisfactorily.
* Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
* Installs new or upgraded hardware/software via service requests. Coordinate install with the user and follows up to ensure customer satisfaction.
* Provide timely logging of customer incidents and tasks to meet agreed upon service levels.
* Must be able to manually lift, move, and reposition IT equipment.
* Be able to work weekends and some evenings.
* Demonstrate initiative and act independently to resolve problems.
* Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers, not all site require on-call participation.
* Participate in team projects as requested.
* Follow all Academy safety regulations
* Other duties as assigned



MINIMUM QUALIFICATIONS:

The preferred qualifications listed below are representative of the knowledge, skill, and/or ability required or preferred.

EDUCATION and/or EXPERIENCE:

A qualified candidate will have a combination of the following experience and/or equivalent education

* Minimum 2 years of technical experience in enterprise helpdesk / desktop support role.
* Minimum 3 years professional customer service experience.

KNOWLEDGE, SKILLS & ABILITIES:

* Good understanding and experience in applying enterprise computing concepts from both Windows and MacOS perspective: Active Directory domain services, DHCP, DNS, LAN connectivity (wired+wireless+802.1x), accessing network drives and storage, network printers, etc.
* Knowledge of computer imaging (Microsoft MDT), application patching (PDQ, Munki), and managed Windows Updates (WSUS) is a plus.
* Ability to balance and manage multiple priorities and follow through on projects to completion.
* Ability to work with customers and achieve successful outcomes in handling difficult situations.
* Proven ability to communicate effectively with a wide variety of customers by phone, in person or via email.
* Capability to work effectively as a team member, as well as independently on multiple projects.
* Collaboration Skills: Ability to work as part of a team or collaborate well with colleagues toward mutual goals.
* Interpersonal Skills: Ability to work efficiently and communicate with staff, cross-functional teams and external customers from different backgrounds, identities and experiences.
* Innovation Skills: Ability to bring new ideas, create inventive solutions and find efficiencies to transform manually or detailed processes.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups or employees of organization. Bilingual (spoken and/or written) in Spanish, Cantonese, Mandarin, or other non-English language preferred but not necessary.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, sit, walk, and reach with hands and arms, and talk or hear. Must be able to perform repetitive motions 75% of the time. Must be able to lift 50 lbs.

APPLICATION INSTRUCTIONS:

Please submit your cover letter and resume online at https://calacademy.snaphire.com Note that the recruitment timeline for positions vary and depend on many factors, so it is impossible to accurately predict when a position will close. We appreciate your patience during this process. No phone calls please.

The California Academy of Sciences will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. For more information visit: https://sfgov.org/olse/fair-chance-ordinance-fco.

The California Academy of Sciences is an Equal Opportunity Employer and is committed to ensure that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

The California Academy of Sciences is a non-smoking facility. There is also no smoking in Golden Gate Park.

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