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Helpdesk & Database Support Technician

Jewish Family Service LA (JFS)

This is a Full-time position in Los Angeles, CA posted May 3, 2021.

We all face challenges and transitions in our lives, and when we do, we must be able to count on the strength of community for support. For the people of Los Angeles, Jewish Family Service LA (JFSLA) is that trusted source of support. We are a comprehensive network of services that welcomes individuals and families of all ages and identities to our full spectrum of care. Our highly trained staff and volunteers work closely with individuals and their loved ones to problem-solve and guide them on their paths to safety, security, wellness, and fulfillment. 

JFSLA staff share in our mission and work towards our goals with the highest level of responsibility, professionalism, and integrity. JFS demonstrates our commitment to our staff by offering a comprehensive benefits package and a nurturing environment.

JFSLA is committed to cultivating and preserving a culture of inclusion and connectedness.  In recruiting for our team, we seek the unique contributions that individuals can bring from all backgrounds. We strive for a diverse team in order to better serve our clients and ensure our excellence as an organization in identifying, designing and delivering solutions.

Be part of our commitment and join our family. For more information on our philosophy and services, please tour our website www.jfsla.org 

Under general supervision from IT Director, the Helpdesk & Database Support technician, will work as part of the IT team, providing first level technical support.  S/he will provide technical support for PCs, printers, basic server support in a network environment as well as for the Agency EMR database. This may include installation and set up as well as diagnostic of hardware and software problems encountered by the end user.   Additionally, the Helpdesk & Database Support technician will be responsible for user support, training and troubleshooting basic desktop, printer, and user password support tickets.  

Qualifications:       

  • B.S/B.A. in Computer Science or Information Systems, or undergraduate work pursuant to such degrees preferred
  • 2 years of experience working with computer software, specifically Relational Databases and MS Office 365
  • Valid and unrestricted California Driver’s license and clean driving record and reliable transportation is required
  • Must be able to lift 25 pounds with or without assistance
  • Must be able to bend, reach, stoop, push, and pull, twist and grip items with or without assistance
  • Experience with customer service and user training (preferred)
  • Must have excellent interpersonal, communication, problem solving skills while remaining customer focused
  • Knowledge of Excel & SQL, relational databases & computer hardware (preferred)
  • Experience creating queries and reports 
  • Experience implementing database projects
  • Previous experience working with electronic health records (EHR) databases is a plus 
  • Detail and accuracy oriented as well as the ability to work on multiple priorities and/or projects simultaneously 
  • Must pass a criminal background check (Live Scan fingerprinting) prior to beginning employment

Responsibilities/Essential functions:

  • Provides general help desk support as well as issues related to database systems
  • Provides analysis and technical help desk support interfaced with multiple levels of users, management and technical staff
  • Travel to remote sites to provide in person support for users as needed
  • Assist staff with the installation, configuration, and ongoing usability or desktop computers, peripheral equipment and software within established standards and guidelines
  • Configure and troubleshoot mobile devices such as smartphone- Android, iPad/iPhone
  • Work wiht Network Operations staff as appropriate to determine and resolve end user problems
  • Maintain and troubleshoot network printers, scanners, and fax devices
  • Administer user access to Active Directory
  • Facilitate IT help tickets to closure in a timely manner and assist other technicians in resolving larger issues
  • create and delete accounts as part of onboarding/off-boarding process
  • Support audio and video equipment and services in conference rooms
  • Configure and relocate computer equipment as required
  • Provides first level of customer support for office automation applications, person computers and printers
  • Accurately documents and reports problems to technical staff for resolution
  • Categorize and prioritize service requests by maintaining database with up to date status information
  • Flexible and able to work autonomously, take initiative and problem solve effectively
  • Excellent phone presence, etiquette and professionalism
  • Keep up with vendor software changes
  • Creates reports upon request and train users on report usage 
  • Basic form building and basic user account maintenance
  • test programs or databases, correct errors and make necessary modifications
  • Assist with installations of new databases and deployment to remote locations
  • Assists with creating training materials, trains users and serves as a resource
  • Creates users and sets user access levels for each segment of database 
  • Maintain records with good support documentation
  • Other Duties as assigned

Jewish Family Service is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

*CB