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Help Desk Specialist

Jewish Family Service LA (JFS)

This is a Full-time position in Los Angeles, CA posted January 14, 2022.

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 the Director of Arts, Wellness and Engagement, the Client Technology Helpdesk Specialist will provide first level technical support to clients to ensure access to virtual program services.   The Specialist will give support to clients with devices accessing Zoom and other platforms and provide other opportunities for learning basic skills.  S/he will provide technical support for Chromebooks, laptops, PCs, and other devices utilized for older adults.  The Specialist will provide initial set up of devices, training new users and troubleshooting problems encountered by the end user.         

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 preferred
  • 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
  • Excellent phone presence, ability to engage older adults with etiquette and professionalism
  • Knowledge of Excel & SQL, relational databases & computer hardware (Preferred)
  • Experience creating queries and reports 
  • 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:

  • Provide technical general help desk support for clients through remote access or in home if needed
  • Provide technical support to staff providing virtual activities to ensure client engagement success
  • Provides general Help Desk support to clients to access social service programs via virtual telehealth platforms.  Set up of each Chromebook to ready for client use and distribution
  • Repair and update of devices as needed
  • Training (in-home and virtual) of clients on Zoom platform use via multiple devices.  Training for clients on Chromebook and other older adult devices utilized for programming.
  • Group Training for clients for enhancing basic computer skills
  • Travel to client homes to provide in person support for users as needed
  • Configure and troubleshoot devices for use by older adult clients   
  • Communicate with IT department as needed to assist with problem solving methods for end users  
  • Create a client help desk to ensure positive engagement with clients and offer assistance in a timely manner 
  • Create and delete accounts as part of on-boarding/off-boarding process for clients no longer utilizing devices
  • 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
  • Assists with creating training materials, training end users and serves as a resource
  • Document and keep records of client interactions and services delivered in accordance with outcomes for program development and grant reporting.  

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.

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