Race Telecommunications LLC
IT Help Desk
Race Telecommunications LLC, Yuba City, California, us, 95992
Job Title:
IT Help Desk
Classification:
Full-Time, Non-Exempt, At-Will
Reports to:
Director of IT and Facilities
Department:
Operations- IT
Location:
Onsite: Yuba City, CA
Location Status:
Work will be primarily performed onsite in our office. Occasional travel to and work from other Race offices or other off-site locations may be required.
Beware of scams that target job seekers. Race Communications will never provide a job offer without a comprehensive interview process (including in-person or secure video conferencing), request sensitive information through unsecure platforms such as email or text messaging, require candidates to pay fees, or pressure candidates to act without careful consideration. You can get more information about Race Communications at Race.com or contact our recruiting team directly.
About Us:
As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. In collaboration with the California Public Utilities Commission and many non-profit community advocacy groups, we build next-generation fiber infrastructure where others won’t, serving over 30 communities across the state.
Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.
Summary:
The IT Help Desk serves as the central point of contact for technical support and assistance within an organization. Staffed by knowledgeable IT professionals, the Help Desk provides timely resolution to technical issues, troubleshooting support for hardware and software problems, and guidance on IT-related inquiries. Utilizing a ticketing system, the Help Desk tracks and manages incoming requests, ensuring that issues are addressed promptly and effectively. The team also plays a crucial role in providing user training and documentation to enhance end-user proficiency and minimize future incidents.
This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills. This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor. This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.
Qualifications and Experience:
Eligibility for US Employment without sponsorshipMinimum of 21 years of ageValid driver’s license is requiredHigh School Diploma or GED or equivalent combination of education and experience is requiredFormal education or training in computer repairs and troubleshooting, with a solid foundation in IT principles and methodologies preferredDemonstrated ability to troubleshoot and diagnose computer issues effectively, with a strong understanding of PC hardware and softwareHands-on experience with network repairs and analysis, including identifying and resolving network issues to maintain connectivity and data integrityKnowledge of network protocols and diagnostic tools to diagnose and troubleshoot network-related problemsAbility to communicate technical concepts and solutions effectively to non-technical users, enabling them to understand and resolve their issues efficientlyStrong writing and editing skills to create and update manuals, documentation, and training materials with the ability to convey technical information in a clear and concise manner, ensuring accuracy and comprehensibility for end-usersWillingness to travel as required to provide on-site support, attend training sessions, or participate in professional development activities.Ability to travel to different locations as needed to fulfill job responsibilities and support organizational objectivesThe ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communicationSkills:
Excellent interpersonal skills with a customer-centric approach to problem-solving and service delivery.Patience, empathy, and professionalism when dealing with end-users, including those who may be frustrated or unfamiliar with technologyAbility to manage multiple tasks and prioritize workload effectively to meet service level agreements (SLAs) and deadlinesAdaptability and flexibility to respond to changing priorities and urgent requests in a fast-paced environmentProficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applicationsFunctional use of common office equipment, computers, and office softwareStrong time management skills, with the ability to manage priorities and workflowCommitment to accuracy and high standards for quality of workAbility to work with all levels of team members and managementExcellent problem resolution and customer service skillsAbility to deal effectively with a diversity of individuals at all organizational levelsStrong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detailExcellent verbal and written communication skillsAbility to work on complex projects with general direction and minimal guidanceVersatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgencyGood judgement with the ability to make timely and sound decisionsHighly resourceful team-player, with the ability to also be extremely effective independentlyAbility to effectively present information and respond to questionsEssential Duties and Responsibilities:
Technical Support:
Responds to queries from users via various communication channels such as chat, email, or phone to provide timely assistanceOffers expert guidance and support to resolve user questions and technical issues, ensuring a smooth experience for all stakeholdersTroubleshoots and resolves issues related to networks and computer systems, including hardware, software, and connectivity issuesUtilizes diagnostic tools and methodologies to identify and diagnose system errors and other technical issues, ensuring accurate problem identification and resolutionPerforms software installations or updates to address user issues and enhance system functionality, ensuring seamless operation across the organizationUtilizes remote access tools to troubleshoot hardware or software problems, providing efficient solutions and minimizing downtime for clientsConducts thorough diagnostic tests and debugging procedures to optimize computer systems' performance and stability, ensuring optimal functionalityDevelops, creates, and implements data retrieval and recovery procedures to safeguard against data loss and ensure timely data recovery in case of emergenciesDesigns and implements efficient end-user feedback and error reporting systems to gather valuable insights and improve service delivery, enhancing overall user satisfaction and experienceUser Training and Documentation:
Provides comprehensive training sessions to educate other staff members on effective troubleshooting techniques and problem diagnosis, ensuring they have the necessary skills to address user issues independentlyDevelops and updates training manuals for both new and existing software and hardware, ensuring that all training materials are accurate, up-to-date, and easy to understandDevelops and maintains user-friendly documentation, knowledge base articles, and self-help resources to assist end-users in resolving common technical issues independentlyActively seeks feedback from trainees through various channels such as calls and other communication methods, monitoring sessions to identify areas for improvement in training methods and materialsUtilizes feedback gathered from trainees to refine and enhance training methods, ensuring that training sessions are engaging, informative, and tailored to meet the diverse learning needs of staff membersConducts training sessions or workshops to educate end-users on IT policies, procedures, and best practicesDocuments processes, procedures, and troubleshooting steps, maintaining comprehensive records to facilitate knowledge sharing and future referenceBacks up and archives critical data to ensure data integrity and availabilityCommunication and Customer Service:
Maintains a high level of professionalism, responsiveness, and empathy when interacting with end-users, ensuring positive customer experiencesCommunicates effectively with end-users to manage expectations, provide status updates, and follow up on support requests in a timely mannerUtilizes strong communication skills to convey technical information in a clear and understandable manner, enabling employees to troubleshoot and resolve issues efficiently while ensuring their satisfaction with the support providedContinuous Learning and Development:
Proactively engages in continuous learning by staying updated with the latest advancements and best practices in IT administration. This includes actively seeking out new technologies, tools, and methodologies to enhance efficiency and effectiveness in resolving technical issues and optimizing IT systems.Embraces and implements industry best practices in IT administration to ensure optimal performance and reliability of computer systems and networks.Incident Management:
Receives, logs, and prioritizes incoming support requests using a ticketing system or help desk softwareDiagnose and escalates technical issues according to established procedures and service level agreements (SLAs)IT Asset Management:
Maintains accurate records of IT assets, including hardware and software inventory, configurations, and licensing informationCoordinates with procurement and inventory management teams to track asset lifecycle, monitor warranty expirations, and plan for equipment upgrades or replacementsSoftware Deployment and Updates:
Assists in the deployment, installation, and configuration of software applications, updates, and patches across the organizationEnsures that software licenses are properly managed, and compliance requirements are metSecurity Awareness:
Educates end-users on IT security best practices, including password management, data protection, and phishing awarenessMonitors for security incidents or breaches and report suspicious activities to the appropriate teams for further investigationTravel Requirements:
Occasionally required to travel to various locations to provide on-site technical support and assistance to employees or clientsTravel will be necessary to oversee the implementation of IT projects, including the deployment of new systems, network upgrades, or infrastructure installationsMay involve traveling to meet with vendors, suppliers, or partners to discuss project requirements, negotiate contracts, or attend training sessionsAttendance at industry conferences, seminars, or training events may be required to stay updated on emerging technologies, industry trends, and best practicesOther duties as necessary may include but are not limited to:
Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal settingBe available to participate in internal or external meetings, special functions, and professional development opportunitiesCross-train and share knowledge with other team membersSupport routine tasksMaintain a professional appearance, hygiene, and demeanorPerforms other related duties as assigned by managementAs Part of Our Team, You Will Enjoy:
100% Employer-paid medical, dental, vision, and life for all our employees401 (k) with 100% Employer-matched up to 4% of your annual incomeGenerous paid time off including sick, vacation, holiday and birthday payCompany provided equipment including uniforms, safety, tools, vehicle, and techFree Race TV, highspeed internet, cable, and phone service where availableWorking as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success
All offers of employment are contingent until all pre-employment requirements are met. These requirements, which vary by position, may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements. Race will consider qualified job applicants with arrest and conviction records for employment.
All new employees will participate in the mandatory 'Speedway to Success' (Speedway) orientation at one our offices located in either Chico, Farmersville, Lancaster, North Palm Springs, Phelan, Pleasant Hill, San Francisco, Tehachapi, and Yuba City, CA. The duration of the Speedway program spans from 1-3 weeks, depending on the position. During Speedway the schedule will vary; you may not work full 8-hour days and there may be off days. Applicants further than 50 miles from these training locations will be provided with necessary travel accommodations as part of the onboarding process. Applicants 50 miles or less from these locations will be considered regular commute. For those working remotely, virtual attendance will depend on position requirements. Further details will be provided to you during the interview process, and before your start date.
Race Communications is an equal opportunity employer who welcomes applications from individuals (with or without reasonable accommodation), with the skills, experience, and dedication to excel in their roles without regard to race, religion, color, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sex stereotype, gender identity/gender expression and sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, reproductive health decision-making, military or veteran status or any other basis protected by federal, state, or local law, ordinance, or regulation.
Reasonable accommodation(s) for qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed during the application or interview process, or workplace accommodations are required after a job offer is made, please contact recruiting@race.com to initiate the interactive process.
Updated: 09/2024
IT Help Desk
Classification:
Full-Time, Non-Exempt, At-Will
Reports to:
Director of IT and Facilities
Department:
Operations- IT
Location:
Onsite: Yuba City, CA
Location Status:
Work will be primarily performed onsite in our office. Occasional travel to and work from other Race offices or other off-site locations may be required.
Beware of scams that target job seekers. Race Communications will never provide a job offer without a comprehensive interview process (including in-person or secure video conferencing), request sensitive information through unsecure platforms such as email or text messaging, require candidates to pay fees, or pressure candidates to act without careful consideration. You can get more information about Race Communications at Race.com or contact our recruiting team directly.
About Us:
As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. In collaboration with the California Public Utilities Commission and many non-profit community advocacy groups, we build next-generation fiber infrastructure where others won’t, serving over 30 communities across the state.
Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.
Summary:
The IT Help Desk serves as the central point of contact for technical support and assistance within an organization. Staffed by knowledgeable IT professionals, the Help Desk provides timely resolution to technical issues, troubleshooting support for hardware and software problems, and guidance on IT-related inquiries. Utilizing a ticketing system, the Help Desk tracks and manages incoming requests, ensuring that issues are addressed promptly and effectively. The team also plays a crucial role in providing user training and documentation to enhance end-user proficiency and minimize future incidents.
This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills. This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor. This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.
Qualifications and Experience:
Eligibility for US Employment without sponsorshipMinimum of 21 years of ageValid driver’s license is requiredHigh School Diploma or GED or equivalent combination of education and experience is requiredFormal education or training in computer repairs and troubleshooting, with a solid foundation in IT principles and methodologies preferredDemonstrated ability to troubleshoot and diagnose computer issues effectively, with a strong understanding of PC hardware and softwareHands-on experience with network repairs and analysis, including identifying and resolving network issues to maintain connectivity and data integrityKnowledge of network protocols and diagnostic tools to diagnose and troubleshoot network-related problemsAbility to communicate technical concepts and solutions effectively to non-technical users, enabling them to understand and resolve their issues efficientlyStrong writing and editing skills to create and update manuals, documentation, and training materials with the ability to convey technical information in a clear and concise manner, ensuring accuracy and comprehensibility for end-usersWillingness to travel as required to provide on-site support, attend training sessions, or participate in professional development activities.Ability to travel to different locations as needed to fulfill job responsibilities and support organizational objectivesThe ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communicationSkills:
Excellent interpersonal skills with a customer-centric approach to problem-solving and service delivery.Patience, empathy, and professionalism when dealing with end-users, including those who may be frustrated or unfamiliar with technologyAbility to manage multiple tasks and prioritize workload effectively to meet service level agreements (SLAs) and deadlinesAdaptability and flexibility to respond to changing priorities and urgent requests in a fast-paced environmentProficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applicationsFunctional use of common office equipment, computers, and office softwareStrong time management skills, with the ability to manage priorities and workflowCommitment to accuracy and high standards for quality of workAbility to work with all levels of team members and managementExcellent problem resolution and customer service skillsAbility to deal effectively with a diversity of individuals at all organizational levelsStrong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detailExcellent verbal and written communication skillsAbility to work on complex projects with general direction and minimal guidanceVersatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgencyGood judgement with the ability to make timely and sound decisionsHighly resourceful team-player, with the ability to also be extremely effective independentlyAbility to effectively present information and respond to questionsEssential Duties and Responsibilities:
Technical Support:
Responds to queries from users via various communication channels such as chat, email, or phone to provide timely assistanceOffers expert guidance and support to resolve user questions and technical issues, ensuring a smooth experience for all stakeholdersTroubleshoots and resolves issues related to networks and computer systems, including hardware, software, and connectivity issuesUtilizes diagnostic tools and methodologies to identify and diagnose system errors and other technical issues, ensuring accurate problem identification and resolutionPerforms software installations or updates to address user issues and enhance system functionality, ensuring seamless operation across the organizationUtilizes remote access tools to troubleshoot hardware or software problems, providing efficient solutions and minimizing downtime for clientsConducts thorough diagnostic tests and debugging procedures to optimize computer systems' performance and stability, ensuring optimal functionalityDevelops, creates, and implements data retrieval and recovery procedures to safeguard against data loss and ensure timely data recovery in case of emergenciesDesigns and implements efficient end-user feedback and error reporting systems to gather valuable insights and improve service delivery, enhancing overall user satisfaction and experienceUser Training and Documentation:
Provides comprehensive training sessions to educate other staff members on effective troubleshooting techniques and problem diagnosis, ensuring they have the necessary skills to address user issues independentlyDevelops and updates training manuals for both new and existing software and hardware, ensuring that all training materials are accurate, up-to-date, and easy to understandDevelops and maintains user-friendly documentation, knowledge base articles, and self-help resources to assist end-users in resolving common technical issues independentlyActively seeks feedback from trainees through various channels such as calls and other communication methods, monitoring sessions to identify areas for improvement in training methods and materialsUtilizes feedback gathered from trainees to refine and enhance training methods, ensuring that training sessions are engaging, informative, and tailored to meet the diverse learning needs of staff membersConducts training sessions or workshops to educate end-users on IT policies, procedures, and best practicesDocuments processes, procedures, and troubleshooting steps, maintaining comprehensive records to facilitate knowledge sharing and future referenceBacks up and archives critical data to ensure data integrity and availabilityCommunication and Customer Service:
Maintains a high level of professionalism, responsiveness, and empathy when interacting with end-users, ensuring positive customer experiencesCommunicates effectively with end-users to manage expectations, provide status updates, and follow up on support requests in a timely mannerUtilizes strong communication skills to convey technical information in a clear and understandable manner, enabling employees to troubleshoot and resolve issues efficiently while ensuring their satisfaction with the support providedContinuous Learning and Development:
Proactively engages in continuous learning by staying updated with the latest advancements and best practices in IT administration. This includes actively seeking out new technologies, tools, and methodologies to enhance efficiency and effectiveness in resolving technical issues and optimizing IT systems.Embraces and implements industry best practices in IT administration to ensure optimal performance and reliability of computer systems and networks.Incident Management:
Receives, logs, and prioritizes incoming support requests using a ticketing system or help desk softwareDiagnose and escalates technical issues according to established procedures and service level agreements (SLAs)IT Asset Management:
Maintains accurate records of IT assets, including hardware and software inventory, configurations, and licensing informationCoordinates with procurement and inventory management teams to track asset lifecycle, monitor warranty expirations, and plan for equipment upgrades or replacementsSoftware Deployment and Updates:
Assists in the deployment, installation, and configuration of software applications, updates, and patches across the organizationEnsures that software licenses are properly managed, and compliance requirements are metSecurity Awareness:
Educates end-users on IT security best practices, including password management, data protection, and phishing awarenessMonitors for security incidents or breaches and report suspicious activities to the appropriate teams for further investigationTravel Requirements:
Occasionally required to travel to various locations to provide on-site technical support and assistance to employees or clientsTravel will be necessary to oversee the implementation of IT projects, including the deployment of new systems, network upgrades, or infrastructure installationsMay involve traveling to meet with vendors, suppliers, or partners to discuss project requirements, negotiate contracts, or attend training sessionsAttendance at industry conferences, seminars, or training events may be required to stay updated on emerging technologies, industry trends, and best practicesOther duties as necessary may include but are not limited to:
Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal settingBe available to participate in internal or external meetings, special functions, and professional development opportunitiesCross-train and share knowledge with other team membersSupport routine tasksMaintain a professional appearance, hygiene, and demeanorPerforms other related duties as assigned by managementAs Part of Our Team, You Will Enjoy:
100% Employer-paid medical, dental, vision, and life for all our employees401 (k) with 100% Employer-matched up to 4% of your annual incomeGenerous paid time off including sick, vacation, holiday and birthday payCompany provided equipment including uniforms, safety, tools, vehicle, and techFree Race TV, highspeed internet, cable, and phone service where availableWorking as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success
All offers of employment are contingent until all pre-employment requirements are met. These requirements, which vary by position, may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements. Race will consider qualified job applicants with arrest and conviction records for employment.
All new employees will participate in the mandatory 'Speedway to Success' (Speedway) orientation at one our offices located in either Chico, Farmersville, Lancaster, North Palm Springs, Phelan, Pleasant Hill, San Francisco, Tehachapi, and Yuba City, CA. The duration of the Speedway program spans from 1-3 weeks, depending on the position. During Speedway the schedule will vary; you may not work full 8-hour days and there may be off days. Applicants further than 50 miles from these training locations will be provided with necessary travel accommodations as part of the onboarding process. Applicants 50 miles or less from these locations will be considered regular commute. For those working remotely, virtual attendance will depend on position requirements. Further details will be provided to you during the interview process, and before your start date.
Race Communications is an equal opportunity employer who welcomes applications from individuals (with or without reasonable accommodation), with the skills, experience, and dedication to excel in their roles without regard to race, religion, color, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sex stereotype, gender identity/gender expression and sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, reproductive health decision-making, military or veteran status or any other basis protected by federal, state, or local law, ordinance, or regulation.
Reasonable accommodation(s) for qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed during the application or interview process, or workplace accommodations are required after a job offer is made, please contact recruiting@race.com to initiate the interactive process.
Updated: 09/2024