Acumen, LLC, a research and consulting firm in the areas of health and social policy, is seeking a full-time Helpdesk Technician for our Burlingame Office to support the staff of the firm. This position will offer growth opportunity to expand technical knowledge and skills.
The applicant will be expected to:
Provide customer service support via phone and ticketing system
Perform password resets, software installation, printer troubleshooting, computer equipment replacement, configuration and troubleshooting of VPN accounts, and escalation of ticket(s) to the appropriate IT staff member as necessary
Create new hire accounts, deploy new computers, and troubleshoot basic network connectivity
Assist in the maintenance and administration of Avaya Telecom systems
Maintain internal documentation
Participate in an IT on-call weekly rotation
Perform other responsibilities as required
IT team members generally work in teams, but may take lead responsibility for major subtasks.
Associates degree in a technological field or equivalent work experience required
1-2 years of experience in Helpdesk and Tech Support environment
Experience with Windows 7/8, Mac OS X, and Microsoft Office 2010/2013
Working knowledge of Active Directory and Windows server administration
Proficiency in constructing and destructing computer hardware
Understanding of networking fundamentals
Must have enthusiasm and be a quick learner, with strong attention for details
Ability to work independently and multi-task in a dynamic environment
Excellent collaborative, communication, and customer engagement skills
Proven organization, problem solving, and analytical experience
Able to work late shifts & weekends, if needed
Experience with phone system administration is a plus
1-2 years of working knowledge with ticketing systems is a plus
This is a full time position. Salary based on experience and/or education. Benefits provided.
Acumen, LLC / The SPHERE Institute is an Equal Opportunity Employer.
Acumen LLC is a rapidly expanding policy research firm dedicated to improving health and social service programs. Small in size with a culture that blends the intellectual challenge of academia with the flexibility and openness of a young and growing company, we are uniquely situated to work on high-impact public sector projects from the private sector. We work in close partnership with local, state and federal government agencies to provide them with advanced econometric modeling, qualitative analysis, technical assistance and software development. Our analysis informs and directly impacts decisions made by government officials on a range of public policy issues, while our corporate environment provides potential for rapid growth and advancement for those with initiative and a desire to learn.