Cross the Divide
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Job Title: IT Help Desk Analyst
Do you thrive working in dynamic environments?
Do you enjoy working as a member of a small team?
Do you like working from home?
Are you interested in helping non-profit organizations?
Are you intrigued by cutting-edge technology?
Are you a highly driven self-starter?
If you answered yes to these questions, then we would love to learn more about you.
Cross the Divide is a technology services company dedicated to bringing non-profit organizations the information technology tools they need to strengthen and support their programs. Our client list includes the American Lung Association, Year Up, Grid Alternatives, Habitat For Humanity, and many other exciting non-profit organizations.
â€¢ Support Cross The Divide clients with all manner of IT project execution, maintenance and troubleshooting.
â€¢ Thrives by working closely with clients to meet their requirements and IT solution needs
â€¢ Enjoys working in a dynamic, highly-agile IT environments utilizing cutting-edge technologies.
â€¢ Execute IT projects
â€¢ Install, test, and troubleshoot application software
â€¢ Research and resolve software/hardware related issues
â€¢ Use incident management system to properly track, resolve, and escalate issues
â€¢ Collaborate with team members to ensure high levels of customer support and satisfaction
â€¢ Educate users on applications and resolutions in a prompt and professional manner
â€¢ Document and maintain IT instructions
â€¢ Lead IT Training sessions (in person and remotely) as needed
â€¢ Provide off-hours coverage as needed
â€¢ Advanced knowledge of Microsoft Windows 10 including configuration, driver installation, and general troubleshooting
â€¢ Advanced knowledge of Microsoft Office and Outlook 2016
â€¢ Basic knowledge of Skype for Business
â€¢ Basic knowledge of networking in a Microsoft environment (TCP/IP, DHCP, etc.)
â€¢ Basic knowledge of PC hardware and repair
â€¢ Basic knowledge of Active Directory
â€¢ Basic knowledge of Windows file-sharing and permissions
â€¢ Basic knowledge of Remote Desktop
Additional Skillsets (experience with the following is a plus, though not required)
â€¢ Windows Deployment Services
â€¢ Microsoft Exchange 2016
â€¢ Skype for Business server
â€¢ Group Policy
â€¢ Bachelor's degree
â€¢ 3+ years of experience in an IT technical support/customer service role
â€¢ Strong written and oral communication skills
â€¢ Strong analytical and problem-solving ability
â€¢ Strong ability to work independently and resolve issues
â€¢ Strong ability to quickly diagnose, organize, and prioritize issues
â€¢ Strong level of client service experience
â€¢ Ability to work with and communicate effectively with all levels of staff, clients and other IT personnel
â€¢ Self-motivated, disciplined, and able to execute tasks and make independent decisions
â€¢ Ability to effectively and productively work from home
The position is work from home, with site visits to client offices as often as once a week. We have client offices all throughout the Bay Area (SF, Oakland) and Sacramento.
This is a contract to hire position. Position is full time and pays $26/hr without benefits for the first 3-4 months. Then can become salaried employee with full benefits. Salary range is $48,000 - $52,000 based on experience.
Please email a cover letter and resume to [email protected]
Applicants that DO NOT submit a cover letter will not be considered for the job.