IT Help Desk Tier II

Role:  IT Help Desk Tier II

Reports to: IT Help Desk Manager

Program: 9012 - Housing Development

Department: IT Department

Location: Arlington Administration - 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018

Setting: 100% Onsite

Schedule: Monday - Friday, 8:30am - 5:00pm

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:

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 and Responsibilities: 

• 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.
• Assist 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 IT Help Desk Manager 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.

Preferred Qualifications:

• Bachelor’s degree in technology or related field
• Certifications such as CompTIA A+ or similar IT certifications are advantageous.

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.