Varsity is a managed IT service provider serving non-profits and education institutions throughout the San Francisco Bay Area. The clients we serve provide health services, offer new approaches to education, and help children in developing countries. Client needs vary widely and are constantly changing, from handling content replication across International WAN links to delivering blended learning services to middle school students. Our clients are also funding policies to support the California community and protect pristine land resources. IT can be a challenging job, but at Varsity you'll work collectively to do good every day. Varsity is seeking Information Technology Associate to join our growing technology services team. To be considered for the position of Information Technology Associate you must have at least two years of experience providing desktop support and direct support to end users. Delivering exceptional service requires that the candidate be process oriented and value continual improvement in the services they and the rest of the company are delivering. The diversity of our clients and breadth of technology services creates a stimulating and fast pace environment. You must be someone who thrives in a challenging role, and is constantly engaged in learning new technologies. Reports To: Client Services Manager, Managed Services Team Job Duties: Research and verify technical solutions and provide workaround solutions where appropriate Respond to and resolve client technical issues expeditiously and professionally Maintain up-to-date documentation of customer systems Escalate issues to senior support staff when appropriate Test and document desktop support utilities and applications Support multiple clients and server environments Enter all work, tasks and time entries in Company CRM Manage multiple tasks and issues Respond to automated alerts within a given service level - reword Analyze client systems and make recommendations for improvements Manage the response and resolution of support requests - reword Attend team and department meetings to improve performance metrics and develop new ideas for improving service Review alerts and notifications for potential issues Monitor, research, and resolve backup issues Escalate technical issues as necessary to Team Lead for action plan and resolution Work with desktop support staff to resolve escalated user and client technical issues Identify complex technical issues and escalated to Team Lead for action plan and resolution Troubleshoot network connectivity issues Troubleshoot with Team Lead to resolve performance and technical issues related to WAN and Internet Services Provide Move/Add/Change/Delete administration functions for Windows Active Directory Provide Move/Add/Change/Delete administration functions for Exchange Resolve user issues related to accessing or using Cloud based services like Google Apps and Office 365 Troubleshoot and configure firewalls under the supervision of team leads Update internal and external DNS as required Troubleshoot Wireless LAN connectivity Collaborate with other teams to resolve technical problems and update or develop new policies and procedures Work with team members to streamline processes for service delivery Provide desktop support in a mixed-OS environment (Mac O/S, Windows) Perform routine maintenance on systems including change requests, data gathering requests, patch implementations and upgrades Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages