IT Helpdesk Administrator

Kidango • Fremont, CA

9h

About The Position

The IT Helpdesk Administrator is responsible for providing front-line technical support, troubleshooting, and resolving IT-related issues. This role involves assisting end-users with hardware, software, and network issues, ensuring the efficient functioning of IT systems, and maintaining a high level of customer satisfaction.

Requirements

• Familiarity with IT systems, software applications, and troubleshooting hardware.
• Proficiency in Windows and macOS operating systems; knowledge of cloud-based platforms (e.g., Microsoft 365, Google Workspace).
• Experience with Active Directory, Group Policy, and identity management tools preferred and with SaaS applications such as Microsoft Office Suite, Asana, Slack.
• Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, etc.) and Cisco Meraki infrastructure.
• Strong problem-solving skills with ability to troubleshoot and resolve technical issues.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk) for ticket management.
• Experience with remote desktop troubleshooting tools and virtual environments.
• Excellent communication and customer service skills.
• Ability to work under pressure and handle multiple tasks in a fast-paced environment.
• Must pass a health screening and TB test
• Must pass background fingerprint clearance
• Valid Driver License
• Must be 18 years or older
• The ability to lift up to 30lbs may be needed during some job duties
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions

Nice To Haves

• Associate’s degree in information technology, Computer Science, or a related field.
• 1-3 years of proven IT technical support or helpdesk experience.
• IT certifications such as CompTIA A+, CompTIA Security+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Responsibilities

• Provides first-line support to users for technical issues related to hardware, software, and networking.
• Resolves IT queries provides guidance on best practices for using software, hardware, and security protocols.
• Troubleshoots and resolves IT problems, including login issues, application errors, and connectivity problems.
• Installs, configures, and maintains software, hardware, operating systems, and security tools.
• Creates and manages tickets in the IT service management system, ensuring timely resolution and follow-up.
• Diagnoses and resolves technical issues, escalating to higher-level support when necessary.
• Conducts user training sessions on common software applications and system processes.
• Monitors health and performance of systems and networks; identifies potential issues and proactively resolves.
• Performs routine maintenance tasks, including software updates and system backups.
• Maintains up-to-date documentation of troubleshooting steps, solutions, and IT processes for future reference.
• Updates and manages asset inventory, tracking hardware and software usage.
• Works closely with other IT team members to resolve complex issues and improve overall IT infrastructure.
• Assists in IT projects, including system upgrades, new software deployments, and network enhancements.
• Performs other duties assigned.

Benefits

• An opportunity to improve real lives, solve hard problems, and change the world
• Friendly, supportive, and adventurous environment with a team of engaged colleagues
• A comprehensive, industry-leading benefits package
• Opportunities to connect with and learn from colleagues and partners around the world
• Drug-Free Workplace
• We believe every employee has the right to work in an environment that is free from all forms of unlawful discrimination. Consistent with applicable laws, Kidango makes all decisions involving any aspect of the employment relationship without regard to race, color, religion, age, gender, sexual orientation, marital status, national origin, citizenship, the presence of any physical or mental disability of someone otherwise qualified, veteran status, genetic information, or any other status or characteristic protected by local, state, or federal law, other than those positions which are deemed ministerial in nature. Discrimination and/or harassment based on any of those factors are inconsistent with our philosophy of doing business and will not be tolerated. This policy of non-discrimination applies to all aspects of application procedures, hiring, advancement, transfers, reductions in force, discharge, compensation, training, or other terms, conditions and privileges of employment.
• A diverse and inclusive workplace where we learn from each other is an integral part of Kidango’s culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree