IT Administrator

A little about us… Kidango (kidango.org) is an early learning nonprofit committed to setting every child on a path to thrive in kindergarten and in life. We believe that all children can reach their full potential if they and their families have access to the right opportunities and resources. As the largest child care provider in the San Francisco Bay Area, we provide thousands of children, especially those from low-income families, with safe, healthy, nurturing environments and relationships. Through our policy work, we aim to take our expertise beyond the children and families that we serve, and drive change in early childhood education at the local, state and federal levels. Our goal is to make sure all children have the social, emotional, and academic skills they need to learn, grow and realize their potential.

About The Role

In this role, you will be responsible for providing support to our staff working in all roles, with primary focus on our 50 educational centers across the Bay Area where we provide services to over 3500 students annually. Administrators are primarily responsible for maximizing the usability of our computer assets, ensuring tools and services stay functional and accessible, isolating problems and digging into their root cause, working to address that issue, and ensure a consistent experience for all of our staff.

This role identifies and communicates larger issues, providing world-class customer service and translating customer experiences into technical problem definitions. Where appropriate, they partner with the rest of the IT team, collaborating with vendors and engineers to escalate larger-scale issues. Primary job responsibilities include executing the IT procedures already established, providing feedback and structured improvements for further refinement of those procedures.

What You’ll Be Doing

• Maintain the productivity of our employees: triage and respond to incoming support requests in the form of tickets, emails, phone calls, and chat
• Assist with system and network administration
• Installs and upgrades systems and software as directed
• Troubleshoot technology issues via remote session and in-person
• Follow and update IT documentation, network maps, tickets, and notes for the team
• Contact vendors for support
• Solve challenging technical problems and identify opportunities for automation
• Resolve malware and virus issues
• Contribute to projects impacting the agency, under guidance of the team and senior staff
• Consistent delivery on core areas of responsibility
• Adherence to policies and procedures, maintaining their accuracy, as needed
• Maintain accurate inventory of assets, assignments, and status
• Provide excellent customer service to all staff, clients, and contacts of the organization
• Participate in activities or training that further professional growth
• Maintain confidentiality of children, families, and staff
• Travel to Kidango locations for support and as needed emergency support during business hours
• Work as a member of the organization by promoting its mission and philosophy
• Advocate on behalf of all children, families, and staff of the agency
• Assist with organization projects individually or with a team.
• Coordinate efforts with third-party service and maintenance providers as necessary to keep company equipment and software in good working order, following the authorized warranty and repair authorization process.
• Ability to automate tasks by creating and updating complex scripts
• Eagerness to help others and explain technical concepts to those who are less technical
• Identify, troubleshoot, and resolve related hardware, software, operating system, email, printing, and general network issues (DHCP, DNS)
• New device setup and general configurations
• Mobile Device Setup, configuration, and sync-issue resolution
• Virus/malware best practices prevention and remediation
• Other duties, as assigned
  
  

Preferred Qualifications

• 1-3 years of experience working in a customer service role
• 1 years of experience in a professional IT setting
• 1 years of experience working as part of a service desk, must have worked within a ticketing system
• 1 years of experience adhering to SLAs and service desk performance metrics
• Experience supporting Windows 10 and 11; Office Suite, macOS
• Administrative level experience with Google Workspace core applications (Admin, Gmail, Calendar, Drive) in a business setting
• Experience using a Mobile Device Management (MDM) tool
• Experience with common SaaS tools like Zoom, G-Suite Slack and GitHub
• Experience in managing and developing IAM solutions, like Okta
• Experience in supporting common office infrastructure like printers, conference rooms and wireless APs
• Familiarity with an IT service ticketing system
• Knowledge of system security techniques is a bonus
• Understanding of security best practices, least-privilege principles
• Ability to create, follow, and maintain IT documentation
• Excellent verbal and written communication
• The ability to work independently as well as with our team
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during remote, walk-up, and desk side support sessions
• Solid writing skills to document work completed and create/maintain IT documentation
• Comfortable working with various levels of technical understanding
• Energetic, able to switch gears quickly
• Desire to learn; independently and on the job
  
  

Compensation

$75,591.12—$75,591.12 USD

Additional Requirements

• 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
  
  

Perks

• 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.

EEO

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!