Technology Support Assistant

Location: San Francisco, CA

Department: Technology/IT Operations

Type: Full Time

Min. Experience: Entry Level

JOB SUMMARY

The Technology Support Assistant provides end user, client desktop, and office technology support for staff, as well as, assistance to IT Operations Manager with event related tasks. Duties include but are not limited to resolving help desk tickets, maintaining hardware, troubleshooting and resolving user issues, working with management to prioritize work, researching technology solutions, tracking inventory and assets, and ensuring backups of hardware, schedule meetings, communicate with departments, collect and organize information, redact and edit documents.

 

REPORTING RELATIONSHIPS

This position reports to the IT Operations Manager, and also takes direction from the Technology Support Lead.

 

AUTHORITY TO ACT: EMPOWERMENT

Able to make day-to-day operational decisions on technology support and repair. Consults with Tech Support Services Lead regarding general team strategy, purchases and schedule, and with the IT Operations Manager regarding general team strategy.

 

DUTIES & ESSENTIAL JOB FUNCTIONS

Help Desk (40%)

  • Assess and respond to tickets on Desk.com and pro-actively communicate with users while solving their problem or finding a workaround
  • Research, analyze and implements solutions to issues with computer hardware, software, printers, cables, projectors, cameras, keyboards, and any other peripheral or consumer device
  • Facilitate and manage technology equipment repairs
  • Create end-user documentation and training for office technology use and other systems supported,  such as web calendaring solution
  • Provide user and network support for staff using the Accounting subnet when needed

Infrastructure/Tools (20%)

  • Ensure monitoring, back-ups, updated documentation, and trouble resolution for Burning Man servers, and any SF office network appliances
  • Support infrastructure to provide backups of client machines and servers
  • Support implementation and ongoing maintenance of web calendaring systems.
  • Manages IT Operations presence on the Ultranet, and is responsible for communicating with other team members and request updates and changes whenever needed
  • Works with Tech Support Lead to manage Google Users and Groups
  • Create end-user documentation and training for office technology use and other systems
  • Work with the System Administration Team to provide timely on-call support for resolution of mission critical services such as email, website, and office connectivity when needed
  • Maintain office infrastructure server and network diagrams
  • Setup and maintain Airwatch management profiles for Android devices
  • Administer Crashplan accounts, train users on install and use, conducts regular audits to ensure that backups are successfully taking place
  • Phone management: troubleshooting, setup new accounts, new phones, maintain and troubleshoot conference room phones and their connections
  • Office projects: Infrastructure adjustments, maintain technology in conference rooms (chargers, connectivity, projectors, phones)
  • Hardware troubleshooting and support.
  • AV support for meetings, meeting rooms, off-site and on-site events.
  • Installations and support for BMHQ annex as required.

Event Logistics (20%)

  • Coordinate transportation of information technology assets (computers, printers, fax machines, etc.) to and from San Francisco to Nevada and to and from the playa and back to San Francisco as required
  • Creates and maintain annual Playa IT Ops calendars, enters dates of setup and tear down of all sites, and dates of IT staff arrivals and departures.
  • Manages the BMIT Handbook Project
  • Manages other event related logistics as required.
  • Assists with IT Meetings and debriefs.
  • Communicates with all departments with respect to equipment needs, scheduling, etc.

Department Administration (10%)

  • Collaborates with the Office Tools Manager to provide up to date documentation to be shared with all staff
  • Maintain the Tech Support Center portal
  • Set and manage appointment schedule for in-office and remote staff technology support work
  • Write monthly status reports, yearly Afterburn Reports, Ember Report post event
  • Support team efforts for volunteer intake, training and team management

Assets (10%)

  • Collaborates with Tech Support Services Lead to submit recommendations each fall for hardware replacement, software upgrades and any other budget impacting items relating to Tech Support
  • Assist Tech Support Services Lead with research, recommendations, purchasing, tagging, tracking of orders for technology hardware and software.
  • Manage, tag, and track Burning Man Technology Assets

Other Functions and Responsibilities

  • Takes on and completes any project given by the Tech Support Lead or the IT Operations Manager
  • Perform other duties as assigned

 

QUALIFICATIONS

  • A Bachelor's Degree or equivalent
  • 2+ years experience supporting end users in a complex, fast-paced environment
  • LOVES helping people
  • Dedicated to providing quality service
  • Detail-oriented with strong oral and written communication skills
  • Comfortable juggling tasks and priorities
  • Able to maintain high standards of confidentiality
  • Knowledgeable of Burning Man and able to work in Nevada before, during and after the event
  • Meet deadlines and honor commitments
  • Very knowledgeable of Macintosh and PC desktop and laptop systems, software, and hardware
  • Comfortably use, navigate and troubleshoot a myriad of technologies used in the office, conference rooms, and at large presentations, including VoIP phones, projectors, and other A/V equipment.
  • Fast learner, able to research solutions and ask for help.
  • Previous technical support customers describe you as being friendly, helpful, responsive, communicative, proactive, organized, conscientious, knowledgeable and effective

REQUIRED

  • Ability to adjust schedule seasonally to work at the Burning Man event held in Nevada

PREFERRED

  • It is helpful if the candidate has previously been to Burning Man and/or is familiar with its culture.

REQUIRED LICENSES/CERTIFICATIONS

  • Driver's License, clean driving record

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

Off-playa:  Work is primarily sedentary in nature, no special demands are required.

On-playa:  Work is primarily sedentary but will also include the need to find and meet with department representatives who may not be in the vicinity therefore this could include walking or using some form of transportation.  Some of the work will be in outside weather conditions and will be exposed to fumes or airborne particles as well as possible extremes in temperature.

ABOUT THIS ROLE

  • This position is a regular, full-time role eligible for benefits, working at BMHQ in San Francisco, CA, and in Black Rock City, NV.
  • Burning Man is an equal-opportunity employer.
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