Job Purpose The Desktop Support Technician reports to the Director Technical Support. This position provides level one and two helpdesk support to the company’s 500+ Windows 11, PC and Laptop users in a hybrid (Cloud and on-prem) environment. Duties and Responsibilities Provide phone, in-person and virtual support to 500+ users, including those at remote locations. + Log and track helpdesk calls using our online ticketing system; maintain historical records and related documentation. + Perform basic Windows Server administration, including working with Active Directory, Exchange Online, and Azure/Microsoft 365. + Work with BRIDGE employees and helpdesk team to facilitate installation, configuration, and ongoing use of desktop and laptop computers, peripheral equipment and software. + Work independently at various offices installing, configuring, or repairing hardware including network devices. + Assure the accuracy of the IT equipment inventory, replacement and repair parts inventory, monitor hardware warranties and software licensing agreements. + Manage timely setup and rollout/shipment of new equipment, software/hardware/networking, to match HR onboarding process of new employees and properties and IT software or hardware deployment initiatives. + Work with vendors to order hardware and other supplies, initiate RMA or service requests. + Assist in troubleshooting desktop/laptop, peripheral and network problems with hardware or software. Escalate issues when appropriate. + Responsible for support and maintenance of office hardware including: PCs, laptops, copiers, desktop printers, conf room equipment, desk phones, and any other BRIDGE owned computer related hardware. + Communicate technical concepts clearly to non-technical staff, both in person and remotely to educate and resolve problems. + Write clear procedure and instructional manuals. Provide training one-on-one and/or in classroom setting on use of PC's and software applications. + Perform other related duties as necessary. Requirements + Strong troubleshooting and diagnostic skills. + Strong technical competency in Windows 11, iOS and Android. + Working knowledge of DNS, DHCP, Windows Server 2019, and Microsoft SharePoint. + Demonstrated ability to communicate orally and in writing. + Ability to work individually or with the helpdesk team as appropriate. + Strong triage and time management abilities. + Valid driver’s license. Preferred Qualifications + Experience working with M365, PowerShell, DELL hardware and virtual servers. + Experience with Exchange, Active Directory, Microsoft 365, Azure, Intune, and other Microsoft cloud services. + Experience with networking. Working conditions + This is an in office role + Works a standard workweek with occasional evenings and weekends + Travels up to 10% of the time Physical Requirements + Sitting, standing, walking, talking, hearing, and repetitive motions + Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance + This person in this role must be able to position themselves (ex: kneel, crouch down) to fulfill the essential functions of the role less than half the time BRIDGE Housing is an Equal Opportunity Employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Should you need any assistance or accommodation in our application process, please contact us at careers@bridgehousing.com.