Helpdesk Coordinator, End User Support, Central Tech

The Chan Zuckerberg Initiative was founded in 2015 by Priscilla Chan and Mark Zuckerberg to help solve some of societys toughest challenges from curing or preventing disease to improving education and addressing the needs of our local communities. We provide the operational support across our areas of work.

The Team

Across our work in Science Education and within our communities we pair technology with grantmaking impact investing and collaboration to help accelerate the pace of progress toward our mission. Our Operations organization provides the support needed to push this work forward.

Operations consists of our Brand & Communications Central Tech Finance People Real Estate/Workplace/Events/Facilities/Security (REWFS) Strategy & Operations and Ventures teams. These teams provide the essential operations services and strategies needed to support CZIs progress toward achieving its mission to build a better future for everyone.

The Opportunity

Central Tech is the core technology and security function within CZI tasked with providing robust scalable IT infrastructure engineering services and operational support that empower CZIs teams grantees and partners to achieve their missions.

In this role you will provide hands-on computer troubleshooting support AV systems and perform standard activities and tasks as assigned. You will manage and track support tickets document troubleshooting steps and detail their resolutions. You will also serve as a solutions partner mapping local needs to existing organizational technologies. You will escalate more complex technical issues to senior technicians or system administrators as needed. It will be a necessity to deliver excellent customer service ensuring timely clear and professional communication with users.

What Youll Do

• Provide Onsite IT and AV Support: Serve as an IT support presence at the San Francisco Biohub working onsite 5 days a week to deliver expert in-person support for all hardware software and AV systems. You will be part of a team and assist with ticket triage to multiple locations within the CZI organization.
• Support Scientific and Research Computing: Under supervision partner with scientists to install and troubleshoot devices in the lab environment. Basic account management and providing standard application or networking support will be necessary.
• Collaborate with Central Technology: Adhere to established processes set forth by central IT teams working under the direct supervision of the senior onsite technician.
• Strengthen Local and External Partnerships: Maintain strong relationships with on-site operations and lab management to ensure seamless IT and building-related activities.
• Maintain Operational Excellence: Uphold ticket documentation standards and provide excellent customer service to employees. Compliance with documented service level agreements (SLAs) and established key performance indicators (KPIs) is required.

What Youll Bring

• Minimum one year of IT support experience in a corporate organization..
• Troubleshooting skills across macOS Windows Linux and AV systems.
• Basic networking knowledge including LAN Wi-Fi VPN and firewall troubleshooting.
• Experience supporting collaboration tools such as Google Workspace Zoom and Slack.
• Excellent communication and customer service skills with the ability to partner effectively with scientists and non-technical staff.
• Ability to follow established processes and take guidance from the leadership team and peers.
• Relevant certifications (CompTIA Microsoft Cisco etc.) preferred.

Compensation

The San Francisco CA hourly pay range for a new hire in this role is$29.81 - $41.25 / hires are typically hired into the lower portion of the range enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience as evaluated throughout the interview process.

Better Together

As we grow were excited to strengthen in-person connections and cultivate a collaborative team-oriented environment. This role is a fully onsite position requiring you to be in office for 100% of the working month 5 days per week.

Benefits for the Whole You

Were thankful to have an incredible team behind our work. To honor their commitment we offer a wide range of benefits to support the people who make all we do possible.

• Provides a generous employer match on employee 401(k) contributions to support planning for the future.
• Paid time off to volunteer at an organization of your choice.
• Funding for select family-forming benefits.
• Relocation support for employees who need assistance moving

If youre interested in a role but your previous experience doesnt perfectly align with each qualification in the job description we still encourage you to apply as you may be the perfect fit for this or another role.

#LI-Onsite

Required Experience:

IC