IT HELP DESK TIER 1 - The People Concern : Job Details

Role: IT Help Desk - Tier 1

Reports To: IT Help Desk Manager

Department: Information Technology

Location: 2116 Arlington Ave. Ste. 100, Los Angeles, CA 90018

Schedule: Monday to Friday 8:30 am to 5 pm

Status: Full-Time, Non-Exempt (hourly), Non-Management

Benefits: Medical, Dental, Vision, Retirement Planning (403b), Employee Assistant Program (EAP), etc.

SUMMARY

The Help Desk Tier 1 is responsible for responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. 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

1. 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.

2. Responsible for setting up workstations with computers and necessary peripheral devices

3. Responsible for installing and configuring appropriate software and functions according to specifications

4. Offer daily operations and systems support to employees in person, via phone or email

5. Troubleshoot hardware and software issues in person, remotely, and via phone.

6. Verify the functionality of hardware and software components.

7. Follow up with users to ensure resolution of issues

8. Identify and escalate situations requiring urgent attention

9. Inform management of recurring problems

10. Log all help desk interactions; Track and route problems and requests and document resolutions

11. Redirect problems to correct resource

12. Research questions using available information resources

13. Stay current with system information, changes, and updates

14. This position will drive to our various locations to serve and assist

QUALIFICATIONS

1. Associate Degree in Computer Science or related field preferred

2. Minimum two (2) years of experience in troubleshooting and providing help desk support

3. Minimum two (2) years of experience in computer networks and systems maintenance

4. Minimum two (2) years customer service background

5. Requires a valid and clean driver's license, auto insurance, and reliable transportation

6. Ability to meet deadlines and manage stress effectively in high-pressure situations

7. Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

8. A strong sense of discretion and confidentiality is required

9. Strong experience in Microsoft Suite

10. Working knowledge of fundamental operations of relevant software, hardware, and other equipment

PREFERRED QUALIFICATIONS

1. CompTIA A+ Certification

WORK ENVIRONMENT

1. Combination of field and office environment

2. Regularly required to sit, stand, bend; occasionally lift or carry up to 35 lbs.

3. On occasion, walk or drive to different local sites.

4. Will necessitate working in busy and loud environments

5. Will be exposed to elements like cold, heat, dust, noise, and odor.

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

EXPECTED BEHAVIORS OF ALL STAFF

* Act as a role model

* Demonstrate a sense of responsibility

* Continuously learn and improve

* Acknowledge your own areas of improvement

* Hear and provide honest, specific and direct feedback

* Create an environment where everyone is welcomed valued and respected

* 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

* Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More

* The People Concern University & Certificates

* Corporate Discounts

Other details

* Pay Type Hourly

* Min Hiring Rate $20.00

* Max Hiring Rate $25.00

* Travel Required Yes

* Required Education High School

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