Information Technology Technician

This is an onsite role in Pomona, CA with a daily schedule of Monday–Friday, 8am–5pm.

About the Role

Under general direction, maintains, operates, and supports a variety of client support, financial, payroll, and customer relationship management information systems for BLEHEALTH. Responsibilities include identifying, troubleshooting, and resolving problems encountered by users of desktop systems, Microsoft Office products, the Internet, and other computer technology; troubleshooting and solving local-area network problems; providing technical computer hardware and software support to end-users; installing, testing, certifying, and troubleshooting networking cabling systems; installing configured network equipment; and training users in various software applications and network-related procedures.

Responsibilities

• User Support: Respond to employee questions, provide guidance, and resolve technical issues (passwords, software, hardware) in person, remotely, or by phone.
• Installation & Configuration: Set up and configure desktops, laptops, mobile devices, printers, and other peripherals.
• Maintenance & Repair: Diagnose, repair, and maintain computer hardware and software, performing routine updates and adjustments.
• Network Support: Assist with network infrastructure, monitor performance, and troubleshoot LAN/WAN issues.
• Security & Data: Implement backup/recovery procedures, update malware protection, and maintain system security.
• Documentation: Keep detailed logs of actions, fixes, maintenance schedules, and known issues.
• Technology Infrastructure Planning: Conduct participatory processes to develop infrastructure architecture plans and roadmaps consistent with company needs and evolving technology options. Plans must balance affordability, security, supportability, and ease of access to information, including:
  • Servers (applications, file and print, access, special services)
  • Connectivity (LAN, WAN, remote access, Internet)
  • Workstations (desktops, laptops, PDAs, and other mobile devices)
  • Voice systems (telephone systems, voice mail systems, mobile phones)
• Install and support software applications including Microsoft Office products, financial and customer relationship management (CRM) systems, browser applications, and peripheral equipment; set up users and security settings; research user inquiries and new technology; troubleshoot and resolve computer operating, software/hardware, and database problems; communicate with vendors to resolve issues; support reporting systems; prepare and maintain documentation related to computer systems and operations.
• Test new software with various operating systems; update software for users as released by vendors; ensure security of data and access privileges as programs and staff change.
• Work with area directors and program leads to design and maintain information security, privacy, and online safety.
• Provide support, training, and technical advice; develop procedures, forms, and other company tools to manage projects and monitor timelines.
• Maintain open communication between staff and users; prepare correspondence related to work duties.
• Perform responsible practices that support and enforce information systems policies, rules, and regulations; maintain confidentiality of information and data related to clients, residents, donors, volunteers, and staff.
• DNS/Web Filtering/Cloud-Based Expertise: Monitor and maintain services for desktop systems, including:
  • Anti-Virus
  • EDR (Endpoint Detection and Response)
  • Advanced Software Management and Ransomware Detection
  • INKY Email Protection (AI-Based Email Security)
  • SaaS Protection (O365 and GSuite Backup)
  • Entra ID Backup (Backup for Microsoft Entra ID)
  • Bullphish ID (Security Awareness Training and Phishing Simulation)
  • Dark Web ID (Dark Web Monitoring)
• Onboarding Training: Conduct onboarding training for new recruits.
• IT Compliance Activities: Manage IT compliance activities, including:
  • Policy Updates: Oversee the review and updating of IT policies per company policy.
  • Audits: Coordinate efforts to respond to recurring and/or spontaneous audits requiring IT input, including financial audits and line-of-service partner questionnaires/audits.
  • Coordination: Work with other teams, such as the Compliance team, on cross-functional policy and compliance activities.
• Vendor and Stakeholder Management: Manage vendor relationships, including oversight of contract review and negotiation activities.
• Inventory Management: Maintain an inventory of software applications used throughout the company, including who uses the applications and the business needs they address.
• Data Analysis: Proficient in VLOOKUP, Microsoft Excel (Conditional Formatting, Pivot Tables), and PowerPoint. Build and submit reports; assist with data and information gathering for targeted variables in an established systematic fashion by cleaning, querying, merging, and extracting data across sources; complete routine data refreshes and updates; provide user support and documentation.
  • Assist with data preparation for analytic efforts under the guidance of senior employees by cleaning data to ensure quality and accuracy.
  • Assist with the execution of creative data analytic approaches leading to actionable outcomes by conducting basic analyses, including descriptive statistics.
  • Assist with data analysis interpretation by organizing reports and presentations to tell a compelling story to stakeholders, enabling and influencing decision-making.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, a related degree, or equivalent experience.
• 2 years of experience managing Information Technology.
• 2 years of Systems Admin experience in a LAN/WAN environment.
• In-depth knowledge of environments consisting of multiple sites and connectivity needs.
• Knowledge of industry trends and evolving technology.
• Excellent interpersonal and communication skills; ability to effectively liaise with colleagues at all levels.
• Excellent writing skills.
• Competencies in the following areas:
  • Customer Focus
  • Performance Management
  • Communication for Results
  • Interpersonal Skills
  • Financial Acumen

Essential Mental Functions

• Ability to work with detailed data and information.
• Must be able to understand business issues and translate them into technical solutions.
• Proficient at managing multiple converging deadlines and priorities.
• Ability to manage multiple projects and adapt work focus as needed.

Essential Physical Functions

• Vision and hearing are essential to the work of this position.
• Possession of a valid California driver’s license; ability and willingness to travel on work assignments.