IT Help Desk Tier 1 - Arlington Administration at The People… · Los…

Role: IT Help Desk Tier 1
Reports to: IT Helpdesk Manager
Program: 9012- Housing Development
Department: Admin
Location: Arlington Administration - 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018
Setting: 100% Onsite
Schedule: Monday - Friday, 8:30am - 5pm
Status: Full-time/Non-Exempt/Non-Management
Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.
Openings: 1

Summary:
Responsible for providing Tier 1 technical support, diagnosing and resolving hardware, software, and connectivity issues, and ensuring timely resolution of end-user service requests. The IT Technician is also responsible for providing technical assistance and support related to company-supported telephones, copiers, printers, computer systems, hardware, and software, and other miscellaneous equipment.

Essential Duties and Responsibilities:
• Diagnose and resolve technical hardware and software issues (network, printer, cameras, telephones, and/or server support) - ask questions to determine the nature of the problem.
• Responsible for setting up workstations with computers and necessary peripheral devices.
• Responsible for installing and configuring appropriate software and functions according to specifications.
• Offer daily operations and systems support to employees in person, via phone, or email.
• Troubleshoot hardware and software issues in person, remotely, and via phone.
• Verify the functionality of hardware and software components.
• Follow up with users to ensure resolution of issues.
• Identify and escalate situations requiring urgent attention.
• Inform management of recurring problems.
• Log all help desk interactions; Track and route problems and requests, and document resolutions.
• Redirect problems to the correct resource.
• Research questions using available information resources.
• Stay current with system information, changes, and updates.
• This position will drive to our various locations to serve and assist.

Qualifications:
• CompTIA A+ Certification
• High School Diploma or GED or Equivalent
• Valid CA Driver's license, reliable auto insurance and an acceptable driving record
Preferred Qualifications:
• Bachelor's Degree in Computer Science or related field
• Familiarity with Microsoft applications
• Ability to explain technical problems and solutions to non-technical end-users

Work Environment:
• Combination of field and office environment
• Regularly required to sit, stand, bend; occasionally lift or carry up to 35 lbs.
• On occasion walk or drive to different local sites
• Will necessitate working in busy and loud environments
• Will be exposed to elements like cold, heat, dust, noise and odor
• May need to bend, stoop, twist, and sit throughout the day

EXPECTED BEHAVIORS OF ALL STAFF
1. Act as a role model
2. Demonstrate a sense of responsibility
3. Continuously learn and improve
4. Acknowledge your own areas of improvement
5. Hear and provide honest, specific and direct feedback
6. Create an environment where everyone is welcomed valued and respected
7. Collaborate

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
• Corporate Discounts: Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More
• The People Concern University & Certificates