Helpdesk Coordinator, End User Support, Central Tech

The Team

Across our work in Science, Education, and within our communities, we pair technology with grantmaking, impact investing, and collaboration to help accelerate the pace of progress toward our mission. Our Operations organization provides the support needed to push this work forward. 

Operations consists of our Brand & Communications, Central Tech, Finance, People, Real Estate/Workplace/Events/Facilities/Security (REWFS), Strategy & Operations, and Ventures teams. These teams provide the essential operations, services, and strategies needed to support CZI’s progress toward achieving its mission to build a better future for everyone.

The Opportunity

Central Tech is the core technology and security function within CZI, tasked with providing robust, scalable IT infrastructure, engineering services, and operational support that empower CZI’s teams, grantees and partners to achieve their missions.

In this role, you will provide hands-on computer troubleshooting, support AV systems, and perform standard activities and tasks as assigned. You will manage and track support tickets, document troubleshooting steps and detail their resolutions. You will also serve as a solutions partner, mapping local needs to existing organizational technologies.  You will escalate more complex technical issues to senior technicians or system administrators as needed. It will be a necessity to deliver excellent customer service, ensuring timely, clear, and professional communication with users.

What You'll Do

• Provide Onsite IT and AV Support: Serve as an IT support presence at the San Francisco Biohub, working onsite 5 days a week to deliver expert, in-person support for all hardware, software, and AV systems. You will be part of a team and assist with ticket triage to multiple locations within the CZI organization. 
• Support Scientific and Research Computing: Under supervision, partner with scientists to install and troubleshoot devices in the lab environment. Basic account management and providing standard application or networking support will be necessary. 
• Collaborate with Central Technology: Adhere to established processes set forth by central IT teams, working under the direct supervision of the senior onsite technician.
• Strengthen Local and External Partnerships: Maintain strong relationships with on-site operations and lab management to ensure seamless IT and building-related activities.
• Maintain Operational Excellence: Uphold ticket documentation standards and provide excellent customer service to employees. Compliance with documented service level agreements (SLAs) and established key performance indicators (KPIs) is required.

What You'll Bring

• Minimum one year of IT support experience in a corporate organization..
• Troubleshooting skills across macOS, Windows, Linux, and AV systems.
• Basic networking knowledge, including LAN, Wi-Fi, VPN, and firewall troubleshooting.
• Experience supporting collaboration tools such as Google Workspace, Zoom, and Slack.
• Excellent communication and customer service skills, with the ability to partner effectively with scientists and non-technical staff.
• Ability to follow established processes and take guidance from the leadership team and peers.
• Relevant certifications (CompTIA, Microsoft, Cisco, etc.) preferred.

Compensation

The San Francisco, CA hourly pay range for a new hire in this role is $29.81 - $41.25 / hour. New hires are typically hired into the lower portion of the range, enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience, as evaluated throughout the interview process.

Better Together

As we grow, we’re excited to strengthen in-person connections and cultivate a collaborative, team-oriented environment. This role is a fully onsite position requiring you to be in office for 100% of the working month, 5 days per week.

Benefits for the Whole You 

We’re thankful to have an incredible team behind our work. To honor their commitment, we offer a wide range of benefits to support the people who make all we do possible. 

• Provides a generous employer match on employee 401(k) contributions to support planning for the future.
• Paid time off to volunteer at an organization of your choice. 
• Funding for select family-forming benefits. 
• Relocation support for employees who need assistance moving

If you’re interested in a role but your previous experience doesn’t perfectly align with each qualification in the job description, we still encourage you to apply as you may be the perfect fit for this or another role.

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