The Heising-Simons Foundation is a family foundation based in Los Altos, California. The Foundation works with its many partners to advance sustainable solutions in climate and clean energy, enable groundbreaking research in science, enhance the education of our youngest learners, and support human rights for all people. In 2018, the Foundation awarded more than $100 million. Since its first grant in 2007, the Foundation has awarded more than $400 million.
The Technology Support Specialist is responsible for providing front-line technical support to the staff on a variety of hardware and software issues for our locations in Los Altos and San Francisco. As the principal support contact for technology issues, the Technology Support Specialist has a broad range of office technology experience and can research and develop advice and solutions for end-users.
This full-time, exempt position reports to the Director of Technology and is based in our Los Altos office, with travel to the San Francisco office at least one day each week.
• Serve as the primary resource and principal contact for all end-user support, via telephone, email, and in-person.
• Support end-users by identifying, diagnosing, and resolving problems with computer hardware, networks, printers/scanners, A/V equipment, telephones, and software applications.
• Stay current with system information, changes, and updates and provide training and support to the staff in the use of office equipment and software.
• Work closely with the outsourced IT vendor and other technology contractors and their staffs to assure high levels of customer service to all employees and visitors.
• Identify and escalate situations requiring urgent attention, track and route problems and requests, inform management of recurring problems, and provide updates, status, and completion information to manager and end-users.
• Maintain an up-to-date inventory of all computer software and hardware and recommend upgrades or replacements, as needed.
• Identify problems, evaluate trends, and anticipate organizational needs. Research and recommend new strategies or procedures to increase efficiency, enhance workflow, and improve end-user satisfaction.
• Maintain technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional associations.
• Protect data from outside infiltration through encryption, secure data storage, and other necessary means.
• Draft and maintain system documentation and training documents to assist staff with their use of the Foundation’s technology.
• Train staff on all systems, including Office 365, audio visual equipment, Zoom, and Box.
• Provide onboarding and off-boarding support.
• Assist with other projects, as assigned.
• 2+ years’ experience supporting computers, servers, printers, and scanners in a networked environment; experience in a small office setting is a plus.
• Experience with Office 365 and all Microsoft Office applications, knowledge of telephone systems, audio visual equipment, Zoom, Box, Salesforce, and Quip is a plus.
• Other desired knowledge includes MS Azure, Meraki switch management, FortiGate firewall, Expensify, and Paylocity.
• Microsoft (MTA, MCSA, or MCSE) or CompTIA (A+, Network+, Security+) certification is preferred.
• Able to organize, prioritize, multi-task, and follow through with assignments in a timely manner.
• Capacity for critical thinking and the ability to troubleshoot, test, and evaluate solutions.
• Ability to work effectively, both independently and as a member of a team.
• Able to anticipate needs, be flexible, proactive, and highly responsive, with a customer service orientation.
• Strong client-facing communication and interpersonal skills, with the ability to provide clear instructions to employees at all skills levels.
• Able to build and maintain positive working relationships, maintaining composure and sense of humor, under pressure.
The Foundation offers an excellent benefits package and a competitive salary that is commensurate with experience.
The Heising-Simons Foundation is an equal opportunity employer. We welcome a diverse pool of
applicants and make employment decisions based on merit. Foundation policy prohibits the
unlawful discrimination based on race, color, religion, gender, sexual orientation, pregnancy, national
origin, ancestry, citizenship, age, marital or caregiver status, physical disability, mental disability, military service, legally protected medical condition, prior record of arrest or conviction, or any other consideration made unlawful by federal, state, or local laws. Reasonable accommodation will be made so that qualified applicants with disabilities may participate in the application process. Please advise, in writing, any special needs at the time of application.
The position will remain open, until filled.