JOB SUMMARY
The Buck Institute for Research on Aging is the nation’s first independent research facility focused solely on understanding the connection between aging and chronic disease. Our mission is to increase the healthy years of life.
The Buck Institute is looking for a talented and motivated Helpdesk Technician to join our Department of Information Technology. The ideal candidate will have excellent problem-solving skills, a customer-focused attitude, and can communicate complex technical issues to non-technical users.
ORGANIZATIONAL STRUCTURE
This position reports to the Helpdesk Manager and works closely with other IT staff to resolve helpdesk tickets and complete departmental projects. This position is on-site in Novato, CA.
RESPONSIBILITIES
- Serve as the first point of contact for people seeking technical assistance in-person, over the phone, and via email.
- Manage and prioritize support tickets, ensuring timely resolution of issues.
- Install, configure, and maintain hardware and software systems, including desktops, laptops, printers, and other peripherals.
- Collaborate with team members to improve processes and procedures related to technical support.
- Maintain accurate documentation of support activities, including ticket status, issue resolution, and client communication.
- Setup and support audio/visual (AV) technology in meeting rooms for in-person and hybrid events in an efficient and professional manner.
- Identify potential issues that could adversely impact end user experience and follow through on action steps to prevent.
- Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement)
REQUIRED SKILLS & EXPERIENCE
- Associate or bachelor’s degree in technology-related field or relevant experience.
- Tech savvy with working knowledge of Office 365, web browsers, and standard Windows and Mac operating system utilities.
- Excellent oral and written communication skills.
- 2 years of helpdesk experience or relevant service-oriented experience.
- Able to lift 50 lbs. 2-5 times a day, type and use computer mice throughout most of the day, and travel throughout the campus to visit customers in need of assistance.
PREFERRED SKILLS & EXPERIENCE
- Experience with scripting languages such as PowerShell.
- MDM (Mobile Device Management) experience such as Mosyle or Intune.
COMPENSATION & BENEFITS
- $55,000 – $75,000 salary range commensurate with experience.
- Benefits package includes health insurance, paid parental leave, generous PTO and 401(k) with 5% employer match and profit sharing.