Alternative Technologies has been a leader for 20 years in providing technical assistance to progressive non-profits in the SF Bay Area.

We are looking for an experienced help desk technician (at least 2 years of solid work experience) to provide phone-based technical support for customers in the SF Bay Area. We are a growing company and there is opportunity for advancement for the right person. This is a junior position, so please make sure your qualifications match. If you are light on technical skills, we will help you come up to speed as long as you are willing to work hard. This position is based in our office in Berkeley. For the right person, there is also the possibility of working full-time from home after a probationary period.

We value diversity in our workplace and strongly encourage women, people of color, members of the LGBT community and others not often seen in the IT world to apply. We offer a comprehensive benefits package including vacation pay, paid holidays, sick leave, fully paid medical benefits for employees and dependents, 401(k) with company matching, and competitive salary. We are looking for someone who has a real desire to work for a better world, the charisma to be the public face of our company, and the skills to round out our small, passionate team. If that sounds like you, then we want to work with you!

Please read the job requirements below, and then follow our application instructions closely. Your attention to detail will show us that you are serious and that you will serve our customers well. If your application stands out, we will ask you to interview with us over the phone and will request a resume at that time.

Please do not send a resume until we ask you to do so. We will not look at responses that include an unsolicited resume.

Desired Qualifications
* Excellent customer service skills and follow-through
* Ability to self-motivate and work with minimal supervision
* Ability to adapt quickly to changing demands
* Superior spoken and written communication skills
* Outstanding attention to detail
* Ability to work with customers from a wide range of political views and backgrounds
* Grace under pressure and a good sense of humor
* Extensive experience working with Windows desktops in a domain environment including application, networking, and printer issues
* Experience with spyware/malware removal
* Experience with Microsoft Windows Small Business Server
* Experience with SOHO Cable/DSL routers, UPS units, network switches, PDAs
* Experience with Internet technologies such as DNS and SMTP; experience troubleshooting mail delivery with Exchange is a plus
* Experience getting support from ISPs as well as hardware and software vendors
* Experience supporting any the following: Symantec Backup Exec and Endpoint Protection; commercial database packages such as Quickbooks or Timeslips; litigation support software such as Summation, Legal Solutions or Concordance is a plus
* Desire and ability to acquire and integrate new technical skills quickly

Here are the specific duties of this position:

* Respond promptly to all incoming requests via phone and email
* Prioritize requests appropriately according to severity and promised service levels
* Work with customers to identify and resolve technical issues remotely when possible
* Troubleshooting may include workstation application or connectivity issues, printer issues, networking issues (switches, hubs, DSL routers, etc.) and some server troubleshooting
* Create new users on Windows domain
* Share printers, copiers
* Quickly identify issues beyond your own expertise; escalate as appropriate
* Quickly identify when an on-site visit is needed; work with customer and our dispatcher to schedule
* Check on equipment order status for customers and technicians
* Help maintain inventory levels for the department
* Document all work performed and work with customers to ensure they are satisfied
* Turn in billing and all related paperwork in a timely fashion

Application Instructions

DO NOT SEND A RESUME UNTIL YOU ARE ASKED TO DO SO
Please send, to the email address listed in this posting, 2-3 written paragraphs answering these 3 questions:

1. Why you are qualified for this job?

2. What attracts you to working with progressive non-profit organizations?

3. What unique contribution will you make to our team?

• Location: Berkeley
• Compensation: $38,000-$45,000 DoE
• Telecommuting is ok.
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.