IT Generalist

POSITION TITLE: IT Generalist (ITG)

LOCATION/NEIGHBORHOOD: 44 Page Street, San Francisco, CA 94102

San Francisco neighborhood – Hayes Valley

REMOTE/ON-SITE/COMBO: Primarily on-site with periodic on-call remote

DEPARTMENT: Operations

REPORTS TO: Director of Finance & Operations

FLSA STATUS: Full-time, Exempt

1. FTE STATUS: 00

PUBLIC TRANSIT PROXIMITY: ½ block from F Line, 1 block from Bus lines 6 & 7

SCHEDULE: Number of hrs. per week: 40hrs

Days of the week: M-F (occasional night or weekend work as needed)

ABOUT OPENHOUSE: Openhouse was founded in 1998 to enable lesbian, gay, bisexual, transgender, and queer (LGBTQ+) seniors to overcome the unique challenges they face as they age by providing LGBTQ+-welcoming housing, resources, high-impact direct services, and innovative community programs. As a result, Openhouse reduces isolation and empowers LGBTQ+ seniors to improve their overall health, well-being, and economic security.

Openhouse actively seeks diversity in its staff, and we invite applications from people from a variety of backgrounds. Systemic inequities in hiring have caused women, people of color, 2SLGBTQIA+ folks, and others to apply to jobs only if they meet 100% of the qualifications. Openhouse encourages you to break that statistic and apply. We look forward to your application.

POSITION SUMMARY: Openhouse seeks a dynamic, dedicated individual as our first IT Generalist (ITG). The ITG is the conductor of IT services and operations, making sure that all moving part are working as expected and harmoniously. This person is someone who enjoys coordinating communications between teams and vendors. They value working in a team environment with minimal supervision; they will be responsible for mentoring teams, monitoring hiring needs, and maintaining operational aspects. The ITG will partner with cross-functional teams to ensure excellent support experience for the departments and partner organizations. They should be a proactive and hands-on leader, with strong technical know-how and the ability to provide great customer service.

DUTIES AND RESPONSIBILITIES:

Our ideal candidate will have experience providing IT support to a diverse staff of varying technical experience. All candidates must be committed to fostering a just and inclusive workplace and Openhouse’s mission to empower 2SLGBTQIA+ older adults and eliminating ageism in our community. Qualities of our ideal candidate include:

• Manage and support ongoing daily IT operations and mission critical services.
• Liaison with Managed IT Service (MSP) vendor in diagnosing, dispatching, and resolving incidents and problems
• Manage user hardware imaging and deployment process. Manage, patch, deploy, and report out on end-user computer hardware
• Liaison with HR to assist with technology-related onboarding and off-boarding tasks.
• Manage day-to-day IT services/operations, including account life-cycling, audits, software and hardware deployment, and system patching, including an inventory system for technology-related property (cell phones, laptops, etc.)
• Produce Helpdesk and Operations metrics with creation of ticketing system. Implement ticket resolution efficiency with employee satisfaction, and cost control. Drive iterative process improvements and measures by defining metrics to meet quality and delivery goals
• Develop operational procedures to ensure efficiency and reliability. Develop and improve guides for end-users such as FAQ documentation and IT handbooks
• Provide staff coaching to improve departmental skill sets
• Manage software and use accounts/licensing, engage and assist with vendor assessments as needed
• Ensure systems configurations meet minimum compliance requirements; including, but not limited to, HIPAA. Track key operations metrics, identify process improvement opportunities
• Be available for off-hours support and maintenance
• Collaborate with department teams to achieve shared objectives, providing day-to-day coordination and quality assurance
• Other duties as assigned

DESIRED QUALIFICATIONS:

The ideal candidate for the position will be able to demonstrate:

• Minimum two or more years of experience in administering and managing IT systems
• Experience in Installation, Configuration, Implementation, Administration, and Maintenance of Microsoft Windows Server & Office Suite, AD, DNS, DHCP, File and Print Servers, and Zoom
• Understanding and management of department budget
• Excellent communication skills, both written and verbal

EXPERIENCE/EDUCATION:

• Experience with MAC in a Windows Server environment preferred
• Experience managing a helpdesk ticketing que a plus
• MCSE Certification a plus
• Experience working in diverse social environments, with LGBTQ+ staff and communities.
• Fluency in Spanish, Cantonese, Tagalog as well as English is a plus

PHYSICAL REQUIREMENTS: Full COVID vaccination required. Physical skills and ability to perform work that requires sitting, walking, stooping, bending and lifting up to 35 pounds.

COMPENSATION: Compensation is commensurate with experience in the range of $75,000-85,000 per year. The IT Generalist is a fulltime exempt position. Openhouse offers a dynamic, vibrant, collaborative and supportive work environment. Openhouse is committed to racial and gender diversity, and provides opportunities for all staff to attend equity trainings and JEDI working group events, training and programs. All eligible employees may participate in insurance benefits upon first of the month following 30 days after date of hire – full-time employees are eligible for health insurance, while full- and part-time employees are eligible for dental, vision, and LTD insurance. Openhouse also offers a wide range of additional benefits to employees including, but not limited to: EAP, PTO, 14 paid holidays, retirement and commuter benefit. Some benefits are pro-rated based on employee Full Time Equivalent (FTE).

TO APPLY: E-mail cover letter and resume detailing your qualifications and interest in the position to HR@openhousesf.org. No phone calls please.

Pursuant to the San Francisco Fair Chance Ordinance and the California Fair Chance Act, Openhouse will consider for employment qualified applicants with arrest and conviction records. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to the applicant. After making a conditional offer and running a background check, if Openhouse is concerned about a conviction(s) that is directly related to the job, the applicant will be given the chance to explain the circumstances surrounding the conviction(s), provide mitigating evidence, or challenge the accuracy of the background report. More information about the Fair Chance Act can be found by visiting https://calcivilrights.ca.gov/fair-chance-act.

Openhouse provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Women, people of color, transgender people, seniors and people with disabilities encouraged to apply.

https://www.openhousesf.org/