Title: IT Help Desk Tier 2

Reports to: Director of IT

Department: IT Department

Reports to: Director of IT

Status: Full-time, Exempt

SUMMARY

The People Concern has a growing and changing IT Department. Day-to-day management of tasks, assignments, and troubleshooting issues is required. This position requires excellent communication skills, strong knowledge, and proven experience in Helpdesk and IT Support, delivering complex business solutions around deployments, imaging, peripheral support, and hardware problem-solving.

ESSENTIAL DUTIES

· Daily, work independently to prioritize, assign, and handle, with excellent customer service and outstanding results, the various Help-Desk-related questions and issues that arise.

· Assisted with deploying and maintaining IT systems and infrastructure, including servers, workstations, and networking equipment.

· Installing and configuring hardware and software components throughout various network infrastructure devices.

· Work closely with the Director of IT to move the organization toward strategic growth and systematic changes and provide analysis of the issues faced by end users.

· Document support activities, solutions, and procedures to ensure knowledge sharing and continuous improvement.

· Assist in the software and hardware life cycle management processes, including research, packaging, quality assurance, and deployment preparation

· Strong knowledge and understanding of Networking concepts (DHCP, DNS, TCP/IP, VPN, etc.)

· Support employees, both local and remote, with desktop issues, account issues, and access to various internal services

· Troubleshoot software issues on employees’ desktops/laptops

· Some off-hours support may apply

· Enterprise remote mobile device management

· Provisioning, installing, and maintaining enterprise user equipment, including smartphones, desktops, laptops, tablets, VoIP, and network infrastructure.

· Printer management – local and network printer setup, install troubleshooting.

· Authoring and upkeep documents for User Guides and Standard Operation Procedures (SOP).

· Perform related duties as assigned or requested.

· Strong knowledge of Active Directory on-premises and Azure. Preferred: experienced provision users, updating permissions, planning and deploying changes in AD, creating/deploying/troubleshooting GPOs, etc.

QUALIFICATIONS

· Must be able to work on-site in LA locations from 8:00 a.m. to 5:00 p.m. M-F to support the team and the bulk of the end-user issues during this span.

· Possess a valid state-issued driver’s license and current vehicle insurance.

· Associate’s degree or equivalent combination of education/technical training and computer science or engineering experience (3 Years experience).

· Must be knowledgeable about the KnowB4 Phish alert platform, Ring Central systems, Verizon IPC, Apple iPhone troubleshooting and system maintenance, basic router setup, configuration, and troubleshooting, basic server

maintenance, most laptop/PC and IT-related equipment repair and installation, Windows OS and MAC iOS, installation and configuration of typical office-setting equipment, and new software as needed.

· Will be required to travel between various sites within a certain day or week to solve issues.

· Night, early morning, and Weekend calls may occur; this position will be the primary point of contact.

· Ability to communicate with excellent customer service and confidentiality.

· A calm demeanor under pressure is required.

· Great written and verbal communication skills.

· Excellent leadership skills include goal setting, motivation, keeping others on task, and meeting scheduled expectations and priorities.

· Basic math and data analysis skills required.

· Deep knowledge of Microsoft 365 (Azure, Intune, Office, deployment, defender, etc.)

· Knowledge of Meraki and Fortinet firewalls for troubleshooting preferred.

· Good problem-solving, critical thinking, and decision-making skills.

· Exceptional organization, time management, and multitasking abilities.

· Keep attention to detail.

WORK ENVIRONMENT

· Field (may need to travel) and indoor office environment. Based Primarily in Arlington HQ.

· Will be required to walk or drive to different local sites and events (Southern California area).

· Regularly required to sit, stand, bend and occasionally lift or carry up to 25 pounds on a regular basis.

· Will necessitate working in busy, dusty and loud environments around our unhoused clients at times, including parking in and near their current areas of residence.

· Will be exposed to elements like cold, heat, dust, noise and odor and other potential visual situations of this industry (homeless clients, skid row population, substance users etc).

· May need to bend, stoop, twist, and sit throughout the day.

RESPONSIBILITIES COMMON TO ALL AGENCY EMPLOYEES

· Maintain a safe work environment and confidentiality at all times.

· Be proactive, creative, and flexible in determining, evaluating, researching, and resolving issues.

· Organize and prioritize multiple activities to meet all external and internal deadlines.

· Maintain professional demeanor that reflects positively on the agency.

· Demonstrate respect and courtesy toward others.

· Able to thrive in a work environment emphasizing teamwork and collaboration.

· Respond in a timely manner in all aspects of communication.

· Work with minimum supervision.

EXPECTED BEHAVIORS OF ALL STAFF

· Act as a role model.

· Demonstrate a sense of responsibility.

· Continuously learn and improve.

· Acknowledge own areas of improvement.

· Hear and provide honest, specific and direct feedback.

· Create an environment where everyone is welcomed valued and respected.

· Collaborate with others.

RESPONSIBILITIES COMMON TO ALL AGENCY EMPLOYEES

• Maintain a safe work environment and confidentiality at all times
• Be proactive, creative, and flexible in determining, evaluating, researching, and resolving issues
• Organize and prioritize multiple activities to meet all external and internal deadlines
• Maintain a professional demeanor that reflects positively on the agency
• Demonstrate respect and courtesy toward others
• Able to thrive in a work environment emphasizing teamwork and collaboration
• Ability to prioritize different tasks with minimal supervision
• Perform other duties as assigned

Equal Opportunity Employer

The People Concern is an equal opportunity employer dedicated to non-discrimination in employment. We select the most qualified individual for the job based on job-related qualifications regardless of race, color, age, sex, religion, national origin, disability, ancestry, marital status, credit history, sexual orientation, arrest and court record, genetic information, veteran status or any other status protected by federal, state or other applicable laws.

About the People Concern

The People Concern empowers the most vulnerable among us to rebuild their lives. One of Los Angeles County’s largest social services agencies, The People Concern was formed in 2016 in a merger of two trusted social service organizations based in Los Angeles County, OPCC and Lamp Community. Informed by more than fifty-eight years of work in the community, The People Concern is a leading provider of, and advocate for, evidence-based solutions to the multi-faceted challenges inherent in homelessness and domestic violence.

With compassion and profound respect for those we serve, we provide a fully integrated system of care – including outreach, interim housing, mental and medical health care, substance abuse services, domestic violence services, life skills & wellness programs, and permanent supportive housing – tailored to the unique needs of homeless individuals, survivors of domestic violence, challenged youth, and others who have nowhere else to turn.

The People Concern’s model of integrated and comprehensive care empowers our participants to navigate the multi-faceted obstacles in their lives, become their best selves, and ultimately, connect with and contribute to their communities.

Benefits & Perks

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Retirement Planning (403b) & Matching
• Paid Holidays
• Paid Vacation Days
• Paid Sick Days
• Employee Assistance Plans (EAP)
• TELUS Health
• Flexible Spending Account (FSA)
• Basic Life / Accidental Death & Dismemberment (AD&D)
• Voluntary Short- and Long-Term Disability
• Voluntary Pet Insurance
• Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More
• The People Concern University & Certificates
• Corporate Discounts

Job Type: Full-time

Pay: $27.89 - $30.29 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Application Question(s):

• You must be willing to drive to various sites, work in areas in the homeless and mental health clinics, and be kind and helpful always.

Education:

• High school or equivalent (Required)

Experience:

• IT Help desk: 1 year (Required)
• Windows: 1 year (Required)

Work Location: Multiple locations