Position Description

IT Helpdesk Support Operator – Temp to Perm
Location Oakland, CA
Job Code 9102-53T
# of Openings 1
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MDRC is a leading social and education policy research organization that focuses on improving the well- being of low-income populations. We are seeking an IT Helpdesk Operator to support the computing and communication infrastructure for the entire organization. The position includes delivery of consistent, expeditious customer support and guidance in a professional manner to the MDRC user community and its site partners and associates.

Essential Functions:

  • Provide remote and in-person IT support as needed
  • Provide technical support to end-users for Microsoft applications, in-house applications, and third-party software packages
  • Perform computer maintenance, hardware and software installation, upgrades, system support, equipment salvage, and inventory tracking
  • Perform computer diagnostic and troubleshooting processes to resolve network, hardware, and software issues
  • Perform imaging and encryption of desktop computers and laptops
  • Work with outside vendors to efficiently resolve various problems in a timely manner
  • Maintain system configurations to ensure the integrity of individual systems and the overall network
  • Adhere to internal processes and reliably perform real-time ticket documentation
  • Create installation and troubleshooting guides for IT staff and end-users
  • Ensure compliance with established policies and procedures

Educational Requirements:

  • Certification or degree in a relevant field or a satisfactory combination of education, training, and/or experience
  • Certification: CompTIA A+ is a plus

Skills and/or Experience Required:

  • Excellent customer service skills with the ability to make staff feel positive about their support experience regardless of the outcome
  • Strong reading, writing, comprehension, analytical, and interpersonal skills
  • Ability to effectively communicate and disseminate information in a timely and accurate manner
  • Excellent time management skills
  • Can be innovative and self-motivated and display personal initiative
  • Ability to work at a high level as a team member as well as independently
  • Can foster and maintain a positive atmosphere in which skill-building and professional development are encouraged
  • One to three years of professional helpdesk experience is a plus
  • Attention to detail and ability to multi-task in a fast-paced environment
  • High-performance focus, strong work ethic, and sound judgment

The position will be based in MDRC’s Oakland office. Some on-the-job training is provided; salary contingent upon experience.

MDRC is an Equal Opportunity/Affirmative Action employer. MDRC does not discriminate, and all qualified applications will receive consideration without regard to race; color; national origin; religion; creed; sex or gender (including sex stereotyping and gender identity or expression); sexual orientation; citizenship status; pregnancy; disability; age; military or veteran status; marital or partnership status; genetic information, genetic predisposition, or carrier status; prior unemployment status; consumer credit history; status as a victim of domestic violence, sex offenses, or stalking; or any other category protected by applicable federal, state, or local laws. Legal work authorization is required.

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