Information Technology Associate
Location: US, CA, San Francisco
Employment type: Full-time
Required experience: Associate
Industry: Information Technology and Services
Function: Information Technology
Description: 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 TeamJob Duties:Research and verify technical solutions and provide workaround solutions where appropriateRespond to and resolve client technical issues expeditiously and professionallyMaintain up-to-date documentation of customer systemsEscalate issues to senior support staff when appropriateTest and document desktop support utilities and applicationsSupport multiple clients and server environmentsEnter all work, tasks and time entries in Company CRMManage multiple tasks and issuesRespond to automated alerts within a given service level - rewordAnalyze client systems and make recommendations for improvementsManage the response and resolution of support requests - rewordAttend team and department meetings to improve performance metrics and develop new ideas for improving serviceReview alerts and notifications for potential issuesMonitor, research, and resolve backup issuesEscalate technical issues as necessary to Team Lead for action plan and resolutionWork with desktop support staff to resolve escalated user and client technical issuesIdentify complex technical issues and escalated to Team Lead for action plan and resolutionTroubleshoot network connectivity issuesTroubleshoot with Team Lead to resolve performance and technical issues related to WAN and Internet ServicesProvide Move/Add/Change/Delete administration functions for Windows Active DirectoryProvide Move/Add/Change/Delete administration functions for ExchangeResolve user issues related to accessing or using Cloud based services like Google Apps and Office 365Troubleshoot and configure firewalls under the supervision of team leadsUpdate internal and external DNS as requiredTroubleshoot Wireless LAN connectivityCollaborate with other teams to resolve technical problems and update or develop new policies and proceduresWork with team members to streamline processes for service deliveryProvide 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 upgradesMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Requirements: Technical Skills:Microsoft Windows and Mac OS X operating systemsMicrosoft Active Directory ServicesUnderstanding of Group Policies required, experience a plusClear understanding of TCP/IP protocol including IP addressingExperience with Exchange 2010/2013 user administrationExperience supporting Fortinet and Cisco firewalls a plusExperience supporting users in Citrix XenApp a plusUnderstanding of public cloud services requiredExperience administering users and services for Google Apps or Office 365 preferredUnderstanding of client and site to site VPNUnderstanding of SSL certificates a plusExperience configuring and supporting Virtual Desktop technologies (Microsoft Remote Desktop Services, Citrix XenApp/XenDesktop, Citrix) a plusBackup solutions (Disk to Disk and Disk to Disk to Offsite using various software)Messaging platforms and protocols (Microsoft Exchange 2010/2013)Productivity applications including Office and Google AppsNetwork connectivity and Internet accessRequirementsBachelor’s degree (preferred)IT certifications preferred, but not requiredExperience in a customer facing roleAt least 3 years of experience in a similar roleYou will need a valid CA Driver’s LicenseYou will need authorization to work in the USAFast learner with the ability to become proficient in new applications and be a knowledgeable resource.Strong troubleshooting skills. Able to diagnose, determine root cause and offer solutions in a short time frame.Impeccable customer service skills.Excellent written and verbal communication skills.Partial travel is required. 
Benefits: Varsity offers a quality benefits package that includes medical, dental and vision coverage, life insurance, short and long term disability, 401(k) plan, and an array of work/life benefit options.
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