We are currently looking for an IT Support Technician to assist the IT department with support and systems administration within our San Francisco office.

The ideal candidate needs to be a quick study and be able to take charge of technology challenges, requiring little day-to-day supervision. As an IT Support Technician, the successful candidate must work efficiently, have excellent time management and interpersonal skills, and work well in a team structure. Previous experience in a fast paced environment is a must along with being a confident and organized self-starter with first class communication and problem solving skills.

Responsibilities

Act as the primary contact for all Tier1 Helpdesk support
Quickly address Helpdesk requests, perform triage, keep management informed
Install, support and troubleshoot desktops and laptops
Deploy software applications onto desktops and laptops
Reconfigure existing workstations when required
Build, maintain and document standard desktop images
Conduct a workstation sweep and inventory audit
Keep a clean, swept, and organized server room
Organize the IT documentation, materials and supplies
Add support instructions and IT documentation to the company Intranet
Other tasks as assigned

Qualifications and Experience

Strong experience administering Mac OSX and Microsoft Windows 7 environments, Ubuntu Linux skills are a plus.
Strong applications experience (MS Office, Adobe, O365, Atlassian, ShoreTel experience preferred)
Ability to communicate effectively through a variety of methods (face-to-face, phone, email, IM, SMS)
Situationally aware and a quick learner who is highly-adaptable, has a positive attitude, and stays organized
Willingness to work hard in a dynamic, ever-changing environment
Occasional evening work, and infrequent weekend work

Additional responsibilities include

Ensure outstanding Helpdesk customer service. The Helpdesk is, by its very nature, a high visibility role, and customer satisfaction is crucial. Your customers will include nearly every individual in the organization. You are expected to monitor the ticket queue and balance workloads based on ticket priorities. You will help grow the Helpdesk knowledge management system and internal support websites.

Help administer Corporate Windows systems. While your primary role will be Helpdesk administration, you will be asked on occasion to assist with the operation of our corporate services, including:

O365, Active Directory, DHCP, DNS, Anti-Virus, Spam Filter Administration
Corporate backup/restore (Backup Exec + offsite tape rotations)
Windows Software Update Services (WSUS – patch management)
Client/Server VPN setup and troubleshooting (Juniper)
VoIP Phone System (ShoreTel), HipChat chat system

Maintain standard desktop images. The desktop image solutions we support must be stable and efficient. You will follow best practices with regard to the creation and maintenance of standard desktop images.

Track corporate assets. Part of your role is to electronically track corporate assets as they are purchased, deployed, redeployed, and ultimately decommissioned.

Vendor relationship management. Our hardware, software and service vendors are our lifeline to the outside world. Your relationship with these vendors, as it specifically applies to Helpdesk administration, helps ensure corporate equipment and services are delivered in a timely fashion.

Drive efficiencies through the effective use of technology. We leverage technology and automation to implement efficient, repeatable processes. Effective knowledge management drives down overall ticket turnaround, lowering problem resolution times as well as costs. By regularly documenting and optimizing repeated tasks, the Helpdesk team invests in its future by continually driving toward optimal processes.

About PLOS

PLOS (founded as the Public Library of Science) is a nonprofit publisher and advocacy organization located in San Francisco, CA, USA and Cambridge, UK. PLOS makes scientific research openly available to everyone online, free of embargoes and other restrictions. Our journals accelerate discovery by implementing innovative approaches to the assessment, communication and reuse of research.

PLOS strives to recruit talented professionals from many backgrounds and disciplines who share a passion for our mission. We offer a dynamic startup culture and open, collaborative work environment together with a comprehensive compensation and benefits package.

If you’re passionate about making a difference in the dissemination of scientific research, explore PLOS for the next move in your career. For more information about PLOS, visit www.plos.org

How to apply

Application Process

Please send your application including a cover letter and resume to jobs@plos.org and use the job title as the subject of your email. No phone calls or visits, please. Principals only – email from recruiters will be ignored.