Desktop Support Technician/Trainer

Richmond Area Multi-Servi • San Francisco, CA

9h

About The Position

Your role: Hire-Ability’s i-Ability Desktop Technician/Trainer provides instruction, support, and supervision of program participants/trainees. This role facilitates quality control mechanisms and provides direct project services, serving as a single point of contact for end users to receive support and maintenance within SFDPH-BHS at Zuckerberg San Francisco General Hospital.

POSITION OPEN ONLY TO CONSUMERS/PARTICIPANTS OF THE SAN FRANCISCO COMMUNITY BEHAVIORAL HEALTH SERVICES

Requirements

• At least a Bachelor’s degree
• At least two years project management and supervisory experience
• At least intermediate level of knowledge & skills in computer usage and information technology, required; Computer/IT Certification &/or work experience in administering Windows 10 and/or Windows 11, utilizing imaging software, Microsoft Server, SCCM, or Windows Deployment Services, very highly preferred
• Ability to lift (20 lbs), stand and walk for extended periods

Nice To Haves

• Experience in Computer/IT technical training and curriculum development/planning highly preferred
• At least one year of experience in vocational rehabilitation and/or behavioral/mental health care services, preferred 
• Knowledge of Service Now and/or ticketing systems
• Strong commitment to the philosophy, goals, & mission of RAMS in providing community based, culturally competent, and consumer-guided mental health services to the community
• Strong interpersonal and communication (written & verbal) skills and ability to work effectively and interact professionally with a diverse and interdisciplinary staff of all levels
• Familiarity with community behavioral health systems of care & resources in San Francisco, including the philosophy of care, levels of care for clinical services, and the delivery of such services, very highly preferred
• Commitment to engaging in professional development activities related to vocational IT and service strategies for the population of Hire-Ability
• Ability to provide bilingual & culturally competent services in Cantonese, Mandarin, Vietnamese, Tagalog, Spanish, preferred, due to the needs of populations served

Responsibilities

• Train, support, and supervise a group of consumer trainees with behavioral health conditions to obtain thorough knowledge of computers in a networked environment and information technology, and gain desktop support skills to enable employment in the tech-support field
• Facilitates a range of instruction to trainees on installing, diagnosing, repairing, maintaining, and upgrading computer hardware and related office equipment
• Support major computer system and laptop imaging and deployment projects, in collaboration with the IT Field Services team within the City and County of San Francisco Healthcare System.
• Coordinate with Vocational Rehab. Counselor to develop vocational plans for trainees
• Participate, along with Vocational IT Services Manager, on the curriculum development, program outreach and recruitment
• As needed, provide end-user assistance and timely follow-up; this includes developing an efficient process of distributing Service Now tickets among trainees to be resolved and a process of escalating tickets to the appropriate SFDPH IT Field Services team members 
• Travel to SFDPH-BHS worksites, as needed, to provide services & training
• Participate in internal and external trainings/meetings, and professional development activities
• Work, in collaboration with Vocational IT Services Manager, to maintain good working relationships with stakeholders and to fulfill program/contract objectives
• Perform other duties as assigned

What This Job Offers

• Career Level: Mid Level