IT Help Desk Tier 1

Role: IT Help Desk Tier 1
Reports to: IT Manager 2
Program: 9012- Housing Development
Department: IT
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

Job Description 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.

Job Description 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.

Job Description Qualifications:
• Associate's Degree in Computer Science or related field preferred
• Minimum two (2) years of experience in troubleshooting and providing help desk support
• Minimum two (2) years of experience in computer networks and systems maintenance
• Minimum two (2) years of customer service background
• Requires a valid and clean driver's license, auto insurance, and reliable transportation
• Ability to meet deadlines and manage stress effectively in high-pressure situations
• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
• A strong sense of discretion and confidentiality is required
• Strong experience in Microsoft Suite
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment

Job Description Preferred Qualifications:
• CompTIA A+ Certification
• Bachelor's Degree in Computer Science or related field is a plus

Job Description 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,