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IT Technician

Amanecer Community Counseling Service

This is a Full-time position in Los Angeles, CA posted November 24, 2021.

IT TECHNICIAN JOB DESCRIPTION

TITLE: IT Technician EXEMPT/NON-EXEMPT: Non-Exempt

REPORTS TO: IT Manager REVISION DATE: 6/25/2021

SUMMARY OF POSITION: The IT Technician position provides high level of support to our end-users in multiple ways, including tickets, email, MS Teams, and video conference.

Research end-user issues and develops a plan for remediation.

The IT Technician is required to provide solutions to workstation, mobile device, application, and network problems.

The IT Technician will also be directly assigned to other problems and requests via our helpdesk ticketing system.

Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully.

Work is performed with considerable independence under the direction of Management.

The IT Technician will work with Management in establishing processes, controls, and strategy around desktop, operational, and cybersecurity support and enhancement initiatives.

DUTIES AND RESPONSIBILITIES:
Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Log and track all service desk interactions into ticketing system.
Contributes to process enhancements/changes/developments.
Ensure that IT systems comply with established policies, standards, licensing agreements, and configuration guidelines.
Provide end user training, when required.
Support all telephony environments including PBX and Cellular.
Create documentation and instructional videos for end-users.
Resolve technical problems with Local Area Network (LAN) and Wireless Local Area Network (WLAN).
Apply troubleshooting skills to identify and resolve network multi-function-printers issues and protocols issues related to network printing in a Windows environment.
Test and validate solutions to ensure problem has been adequately resolved.
Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
Organize all equipment in the IT offices; assure department maintains compliance with all company safety policies.
Repairs, reimages, maintains, and keeps inventory of IT equipment.
Administrating, monitoring and deploying Bitdefender Endpoint Protection.
Encourages adoption of Cyber Security best practices and Security Awareness.
Supports all IT systems across the company including mobile devices, VoIP phones, cloud services, SaaS, IaaS.
Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs.
Travel to all company locations to trouble shoot and resolve network, hardware and software issues.
Resolve more complex issues which require detailed systems and applications knowledge.
Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment, and software.
Creates and troubleshoot Adobe PDF forms.
Assist with organizational and project-related tasks as needed.
MINIMUM JOB REQUIREMENTS:
A+, NETWORK+ and Microsoft 365 Certification Preferred.
Thrives on technical challenges and takes pride in solving them.
Must be organized, self-motivated, and willing to adapt.
Looks for ways to improve existing work processes.
Committed to achieving and maintaining high work standards.
Patience and a desire to provide world class customer service.
Ability to learn new technologies quickly and with minimal guidance.
Legal access to a registered vehicle with all state required insurance coverage for the purpose of driving on agency business.
Valid CA Driver’s License
1-year experience with wireless technology, hardware diagnostic analysis and repair, and knowledge of software installation issues and computer troubleshooting.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Able to handle confidential information and personnel data with discretion.
Possess a proven ability to troubleshoot complex problems and provide solutions.
Excellent communication skills.
Experience with Office 365.
Significant Outlook experience on the client side.
Knowledge of standard operating systems.
Windows TCP/IP networking experience.
Strong hands-on desktop/Laptop troubleshooting skills and sound judgment.
Ability to prioritize issues and manage time effectively, taking accountability for resolving infrastructure issues.
Keen attention to detail.
Able to read and understand technical manuals and procedural documentation.
Self-motivated, goal driven and a continues learner of technology.
Experience working in a team-oriented and collaborative environment.
Strong interpersonal, customer service, analytical, and problem-solving skills.
Excellent analytical, time management and organizational skills to prioritize tasks.
All employees, regardless of position, serve as role models for the clients who are served by our agency.

Therefore, each employee must at all times be emotionally stable and able to function effectively with children, adolescents, and adults who may have mental or behavioral health problems.

The staff must be able to demonstrate appropriate daily behavior, appropriate expression of emotions, as well as appropriate role modeling.

Hostility, verbal aggression, unnecessary or inappropriate physical actions, and inappropriate emotional expression are not acceptable.
WORKING CONDITIONS AND PHYSICAL EFFORT:
Work is normally performed in a typical interior/office work environment.
Work normally entails lifting computers, crawling under small spaces like desks, and lifting-up to 50 lbs.
Work environment involves minimal exposure to physical risks, such as operating dangerous equipment or working with chemicals.
Job Type: Full-time

Pay: From $21.75 per hour

Benefits:
Dental insurance
Disability insurance
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Retirement plan
Vision insurance
Schedule:
8 hour shift
Work Location:
One location
Work Remotely:
No
Work Location: One location