It Help Desk Technician

Level

Job Location

Position Type

Education Level

Who We Are

We are a 100% employee-owned environmental consulting firm who values diversity and inclusion and celebrate the differences that make each of us unique. Our culture is built on mutual respect, recognizing that our variety of backgrounds, experiences, and perspectives leads to better solutions, which fosters our continued success for our employee-owners and clients.

Who You Are

You are an experienced IT Service Desk Technician looking for an opportunity to continue learning and growing both your technical and business skills and be part of a highly qualified and collaborative team. You are an enthusiastic problem solver and intellectually curious about technology and are motivated by the challenges of helping our customers and making a difference in their day. You have experience connecting with customers and managing expectations, providing technical support, troubleshooting, and resolving their technical issues. You also want an employer that values and invests in its people.

You are a proactive communicator who contributes constructively and cooperatively to address basic customer problems or team issues; escalate unresolved issues to the next level of support personnel; work collaboratively as part of a team.

You possess basic writing skills and effective oral presentation skills, and attentive listening capability, able to communicate basic information, including rules, policies and procedures to individuals and small groups.

You hold an Associate’s degree in Information Technology, Computer Engineering or similar field, or equivalent combination of relevant, college-level coursework and 5 years’ experience as a Service Desk Technician or other customer support role.

You have intermediate level knowledge and experience with the following technologies:

• Supporting and troubleshooting laptops, iPads, monitors, docking stations, webcams, mics, keyboards, and printers
• Experience using Active Directory
• Windows 10 OS and Office 365

• Cloud-based services including Egnyte and Azure Virtual Desktops or other Remote Desktop platforms a plus
• Conference room audio visual setup and meeting support, Zoom Rooms experience a plus
• IOS and Android support a plus
• WiFi connectivity, basic home WiFi equipment troubleshooting a plus
• Mac OS support a plus

• Experience creating helpful user guides a plus

You are in Sacramento. San Diego or Seattle may also be acceptable.

What You Will Do for ESA

Our IT Service Desk Technicians are responsible for troubleshooting and resolution of reactive technical issues. This support service position requires excellent communication, attention to detail and intermediate level technology skills.

• Provide professional and caring technical support to our customers by managing your service request queue, ticket documentation and resolving issues in a timely manner
• Work with the Service Desk Manager to prioritize assignments, manage expectations and meet service levels with our customers

• Chat, phone and in-person communication with customers
• Administers Active Directory and Exchange Admin Center (email) accounts
• Sets up and configure new employee laptops
• Assigns software licenses
• Use of remote control and system monitoring software

• Contribute to ESA’s vision and direction by helping improve Service Desk practices
• Maintain industry expertise by learning new and evolving technologies and by attaining desired professional certifications
• Research knowledge base articles and the internet for technical solutions and configurations
• Work within the framework of ESA Service Desk and customer service processes
• Know when to escalate problems that require additional support

• Maintain and update IT solution and process documents

ESA has established multiple pay ranges tailored to the economic factors in the geographies in which ESA staff reside. For this position the range is $53,028 – $76,891 annually based on our anticipated hiring locations as noted in the above job details. Actual compensation is determined by a number of factors including but not limited to an individual’s related experience, education, skills, and the city in which the applicant lives.

What’s Special About ESA

Joining ESA means becoming part of a close-knit team of environmental professionals who contribute to outstanding projects, improve environmental stewardship, and advance a more sustainable and resilient future for our communities and wild places.

At ESA, we provide benefits such as medical, dental, and vision insurance (paid at 70% for you AND your family), annual allocations of company shares through our ESOP, a 401(k) plan with company match, and paid vacation, sick leave, and holidays, to name a few.

We also provide specific programs whether you want to further your technical expertise, sharpen your business acumen, or help lead the next generation of employee-owners. We want to support you in reaching your career goals through tuition reimbursement, professional development bonuses, and attendance at conferences.

What’s Special About Our ESAtech Team

Our ESAtech team includes a diverse group of technicians, system administrators and network engineers who collaborate and communicate well from anywhere to support the scientists, planners, historians, archaeologists, engineers and designers of ESA who work from everywhere to shape a better world.

We value customer experience, innovative technology, creative problem solving and teamwork.

In accordance with ESA’s duty and responsibility to provide and maintain a safe workplace that is free of known hazards and to minimize the exposure to potential hazards, any employee who works from an ESA office or conducts any other in-person ESA work-related activity is required to submit their proof of vaccination status or have received an approved exemption and accommodation.

ESA is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. (EOE M/V/F/D)