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Sr. Helpdesk Technician - Location Flexible

San Francisco, CA

Position Summary:  

The Senior Helpdesk Technician is responsible for the monitoring, tracking and resolution of software, desktop and laptop hardware, and other user-end technology related issue. The position requires frequent interaction with 340 staff located across the country.  The Senior Helpdesk Technician will be required to work independently with minimal supervision, and in coordination with other members of the IT team. 



Location is flexible, must be within a commutable distance of an existing TPL office. 


Essential Duties:  

  • Act as Tier 1 and 2 support to resolve all local and remote-site PC hardware, software and basic networking problems.   

  • Provision new hire accounts and computers and deprovision terminated user accounts in timely, effective fashion. 

  • Manage tickets throughout their lifecycle and provide excellent customer service to ensure user satisfaction with resolutions.  

  • Write concise and accurate technical documentation for internal IT use and end-user training purposes   

  • Mentor and train other support staff on technical issues.  

  • Assist with evaluating new and evolving systems and applications and recommend appropriate improvements, upgrades and infrastructure changes. 

  •  Maintain excellent rapport and strong business relationships with IT managers and staff  

  •  Participate in team meetings to plan and implement IT projects, and collectively resolve pending technical issues.  



  • Minimum of 5 years of Helpdesk experience in distributed environment 

  • Minimum 3 years of hands-on experience in a Windows 10 and Mac environment   

  • Minimum 3 years of experience using remote access software, imaging/deployment software and or experience supporting multiple locations  

  • High level of proficiency with Microsoft Office365, Active Directory, Office 2016 and Outlook required 

  • Experience with Zoom and Microsoft Teams strongly preferred 

  • Excellent analytical and decision-making skills 

  • Highly self-motivated and resourceful with strong ability to work well under pressure 

  • Excellent written and verbal communication and collaboration skills 

  • Exceptional customer service skills  

  • Quick learner with strong ability manage conflicting priorities 

  • Occasional work on evenings and weekends is required. 

  • Willingness to travel 1-2 times per year  

  • Ability to occasionally lift 40 lbs 

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