IT Help Desk Technician Level 1
Job Posting for IT Help Desk Technician Level 1 at City Net
This is a NEW role for our growing organization! The person in this position will be responsible for designing, proposing, and implementing our first internal IT Support Workflows, Ticketing Systems, and Standard Operating Procedures, under the guidance of our Virtual CIO and in-house Office Administrator.
Position Overview: Working with the Managed IT Service Provider (MSP), the IT Help Desk Technician Level 1 will be responsible for assisting employees to effectively use computing devices. This role will work in conjunction with the MSP to resolve tickets relating to computer hardware or software devices and perform work onsite at the organization’s office(s). They will ensure that all technical aspects are functioning optimally and rely on the MSP to create and assign tickets for these cases. The IT Help Desk Technician Level 1 will work with internal managers and the MSP to plan and deploy all PC hardware and equipment to ensure optimal workstation performance for the users. This includes managing new equipment procurement and deployment and/or upgrading systems where applicable. The person in this position will possess exceptional troubleshooting and analytical skills. They will utilize their customer service skills to assist employees via remote desktop connection using the MSP’s tools and in-person at the user’s location where applicable. They will serve as the primary liaison for our Managed Service Provider and Virtual Chief Information Officer.
This position requires company-paid travel (including overnight accommodations) up to 25% of the year to set up and maintain technology at our worksites throughout the state of California.
This position requires company-paid travel (including overnight accommodations) up to 25% of the year to set up and maintain technology at our worksites throughout the state of California.
Main Work Location: Reports to the Anaheim office and travels to our worksites throughout the state of California.
Work Environment and Expected Hours: This is not a fully remote position. The person in this position works full-time (40 hours per week), with a Main Worksite at our Anaheim office. Typical office hours are Monday-Friday 8:30 am-5:00 pm, and some evenings and weekends as necessary for optimal business function. This position requires frequent, company-paid, local travel, and occasional statewide travel, including occasional overnight trips, particularly throughout Los Angeles, Orange, Riverside, Sacramento, San Diego, San Joaquin, San Luis, and Santa Barbara Counties. Some administrative work may be done from home or an approved remote location.
Requirements- 1 years experience working in IT, Customer Support, Help Desk, IT Support, Computer Technician, etc.
- Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications
- Efficient and effective skills working in Microsoft 365 Suite, Azure (including Active Directory), InTune Mobile Device Management, etc.
- Ability to troubleshoot and diagnose system errors and other issues or problems related to computer systems, software, and hardware
- Must be able to communicate technical guidance and instructions to employees on the use of PC and/or mainframe applications and systems in simple terms that even those who are not "tech savvy" will be able to understand
- Excellent attention to detail and accuracy; extremely motivated and results-oriented with outstanding organizational and communication skills
- Strong analytical and technical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Confident and efficient use of statistical packages (e.g. Excel, relational databases/related software) for analyzing datasets and designing databases & spreadsheets
- Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
- Familiarity with or desire to work in homelessness or human services
- Experience or desire to work in a fast-growing nonprofit environment
- Excellent discretion and ability to handle confidential information
Nice to Have
- Bachelor's Degree in Information Technology or related field
- Experience with Homeless Management Information System (HMIS)
Organizational Overview: City Net is a 501(c)(3) non-profit community organization that is committed to breaking the cycle of homelessness in the communities we serve by connecting neighbors experiencing homelessness to transformative care and innovative housing solutions. Our objective is to reduce homelessness to functional zero in the regions we serve through collaborative supportive services, housing provision, and data-driven solutions that empower our clients to reach their personal goals.
Benefits: We believe in supporting our employees in all areas of life. That is why we offer top-tier benefits to our eligible employees, including but not limited to:
- Health insurance (City Net pays 100% of the employee premium for our baseline plan)
- Paid time off
- Retirement plan
- 401(k)
- 401(k) matching
- Dental insurance
- Vision insurance
- Life insurance (Employer paid group term life and voluntary life)
- Referral program
- Parental leave
- Professional development assistance
- Employee assistance program
- Wellness Reimbursement Program
- Company iPhones and computers
- Career Pathing, Raises, Recognition & Rewards
- Early Earned Wage Access
- Credit Union Preferred Partnership
- Exclusive Employer-Sponsored Discounts for certain recreation/self-care opportunities
Visit https://citynet.org/careers for further details.
Diversity, Equity, Inclusion, and Belonging: Promoting a culture of diversity, equity, inclusivity, and belonging that embraces the contributions of all team members is important to City Net and our success. Our team is composed of individuals with different strengths, experiences, and backgrounds. Note: We do not consider your name, or the names of your undergraduate and graduate schools from your resume. This process is aimed at opening all of our job opportunities to more candidates, reviewing applicants on performance assessments instead of resume proxies (e.g., where you went to school).
Questions? If you have questions about this position or our organization, please contact City Net's Recruitment Team by emailing Recruitment[at]CityNet[dot]org. Please do not contact any of the Homeless Services Outreach Numbers listed on our website, as those phone lines need to remain open exclusively for people who are experiencing homelessness and need help. Thank you!
Diversity, Equity, Inclusion, and Belonging: Promoting a culture of diversity, equity, inclusivity, and belonging that embraces the contributions of all team members is important to City Net and our success. Our team is composed of individuals with different strengths, experiences, and backgrounds. Note: We do not consider your name, or the names of your undergraduate and graduate schools from your resume. This process is aimed at opening all of our job opportunities to more candidates, reviewing applicants on performance assessments instead of resume proxies (e.g., where you went to school).
Questions? If you have questions about this position or our organization, please contact City Net's Recruitment Team by emailing Recruitment[at]CityNet[dot]org. Please do not contact any of the Homeless Services Outreach Numbers listed on our website, as those phone lines need to remain open exclusively for people who are experiencing homelessness and need help. Thank you!
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