IT Help Desk Tier 1

About the role

The Help Desk Tier 1 reports to the IT Manager and supports the Housing Development Department. This position is located at 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018 and works 100% onsite from Monday to Friday, 8:30am - 5pm. There are 1 open position.

Responsibilities

• Respond to queries and run diagnostic programs to isolate and resolve technical hardware and software issues.
• Set up workstations with computers and necessary peripheral devices.
• Install and configure appropriate software and functions according to specifications.
• Provide 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 various locations to serve and assist.

Qualifications

• A minimum of two (2) years of experience in troubleshooting and providing help desk support.
• A minimum of two (2) years of experience in computer networks and systems maintenance.
• A minimum of two (2) years of customer service background.
• A valid and clean driver's license, auto insurance, and reliable transportation.
• The ability to meet deadlines and manage stress effectively in high-pressure situations.
• An 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.
• A working knowledge of fundamental operations of relevant software, hardware, and other equipment.

Preferred Qualifications

• A CompTIA A+ Certification.
• An associate's degree in Computer Science or related field.

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

• Act as a role model.
• Demonstrate a sense of responsibility.
• Continuously learn and improve.
• Acknowledge your own areas of improvement.
• Hear and provide honest, specific and direct feedback.
• Create an environment where everyone is welcomed, valued, and respected.
• Collaborate.

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, evidence-based solutions to the multi-faceted challenges inherent in homelessness and domestic violence. With compassion and profound respect for those we serve, we provide a fully integrated system of care – including outreach, interim housing, mental and medical health care, substance abuse services, domestic violence services, life skills & wellness programs, and permanent supportive housing – tailored to the unique needs of homeless individuals, survivors of domestic violence, challenged youth, and others who have nowhere else to turn. The People Concern’s model of integrated and comprehensive care empowers our participants to navigate the multi-faceted obstacles in their lives, become their best selves, and ultimately, connect with and contribute to their communities.

Benefits & Perks

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Retirement Planning (403b) & Matching
• Paid Holidays
• Paid Vacation Days
• Paid Sick Days
• Employee Assistance Plans (EAP)
• TELUS Health
• Flexible Spending Account (FSA)
• Basic Life / Accidental Death & Dismemberment (AD&D)
• Voluntary Short- and Long-Term Disability
• Voluntary Pet Insurance
• Corporate Discounts: Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More
• The People Concern University & Certificates