Helpdesk Technician

Buck Institute•Novato, CA

1d•Onsite

About The Position

The Buck Institute is seeking a talented and motivated Helpdesk Technician to join our Information Technology team. This role provides technical assistance and responsive, customer-focused support to the Institute’s scientists and staff across a variety of computer systems, devices, software platforms, and meeting technologies. The ideal candidate will bring a strong foundation in macOS, Windows, and user devices, along with excellent communication skills, sound judgment, and a positive, can-do approach to service. This position reports to the Help Desk Manager and works closely with other IT team members to resolve helpdesk tickets and support departmental projects. This is a 100% in-person position based in Novato, California. Candidates must be authorized to work in the United States. Occasionally, weekend and/or after-hours support is required.

Requirements

BSc/BA/BS in IT, Computer Science, another technical field, or relevant experience.
1+ year of helpdesk experience, or relevant service-oriented experience.
Ability to diagnose and resolve basic technical issues.
Ability to interview users about technical problems, identify key information, research solutions, and apply appropriate fixes.
Excellent oral and written communication skills in English.

Nice To Haves

Experience with Active Directory
Experience with Microsoft 365
Experience with Google Workspace
CompTIA A+ certified or other IT certification

Responsibilities

Set up, deploy, and maintain laptops, desktops, monitors, mice, keyboards, slide advancers, printers, and other peripherals.
Provide audio/visual support for meetings, including Zoom Rooms, Zoom meetings, Microsoft Teams meetings, and related equipment.
Troubleshoot technical issues on Windows and macOS systems.
Support common software packages such as Adobe Creative Cloud and Microsoft Office.
Provide basic support for specialized software (e.g., finance or scientific).
Source hardware, obtain vendor quotes, and assist with discontinuations or specialized hardware requests.
Use helpdesk ticketing software to manage, track, and resolve service requests.
Coordinate digital resources such as shared folders, slide decks, software keys, and related documentation.
Craft professional and helpful emails to stakeholders, from administrative and scientific staff to executive leadership.
Deliver "desk-side" support and office visits for urgent technical issues and answer technical questions over the phone.
Be present on-site during high-priority events to ensure technical success.
Teach users basic computer skills & explain technical information in a friendly, approachable manner.
Create documentation for both technical and non-technical audiences.