Los Angeles:
Change is Local

Check out the finalists activating Angelenos for a better LA. Vote by June 29, 2018.

Public voting has started!

Women’s March Los Angeles
LA2050
LA Family Housing

Service Desk Administrator

Employment type
Full Time
Posted
18 days ago
Location
Los Angeles
Description

Job Reference Number: JR# 011

FLSA Status: Non-Exempt

Section: Information Technology (IT)                                                     

Payroll Status: Hourly                                  

Location: North Hollywood                                                                      

Work Schedule: Full-time 

Position Reports To: Senior Director of IT                                              

Direct Reports: None   

             

Company Description

LA Family Housing is the leading Non-Profit agency in Service Planning Area 2 providing Homeless Services. LA Family Housing helps people transition out of homelessness and poverty by providing a continuum of housing enriched with supportive services.  We serve homeless and low-income families and single adults who arrive at LA Family Housing (LAFH) from all points throughout the City of Los Angeles. Each person that walks through our doors, or each person experiencing homelessness that we meet on the streets, has a unique set of challenges—and strengths—that defines what type of support they need to get back on their feet and out of homelessness for good. At LAFH, we focus on helping the most vulnerable people in our community, including veterans, chronically homeless adults, youth transitioning out of foster care, survivors of domestic violence or trauma, and children. We base all of our work on four core values; DIGNITYPERSERVERANCECOLLABORATION, and LEADERSHIP.

 

POSITION DESCRIPTION

The Service Desk Administrators provide technical software, hardware and network problem resolution to users by performing identifying and guiding users through step-by-step solutions.  The Service Desk Administrator clearly communicates technical solutions in a user-friendly, professional manner to LA Family Housing employees.  The Service Desk Administrator is responsible for troubleshooting and isolating technical issues and, when necessary, passes more complex issues on to Senior Director of IT.  In addition, the Service Desk Administrator conducts hardware and software installs, workstation and server patching, provide end-user training as necessary, maintain knowledgebase articles, automate application and OS package deployment and perform other related IT work as required.

 

ESSENTIAL DUTIES

  • Working knowledge setup, troubleshooting and configuring of various Operation systems such as Windows 7, 8, 10
  • Experience in setup, troubleshooting and configuring Microsoft Office Suites (2010, 2013, 2016)
  • Experience supporting mobile devices such as iPhones, Androids, tablet computers such as IPads and other PC-based tablets etc.
  • Manage and support printer configuration
  • Setup and maintain online user accounts such as (Microsoft office 365, Raisers Edge, Financial Edge)
  • Provides remote and on-site troubleshooting for hardware and software
  • Provide incident and problem management support
  • Ability to complete multiple simultaneous projects in a timely manner
  • Ability to provide first line support of IT related problems including software, hardware and peripheral support
  • Ability to perform Identifies and resolves level one & two problems for users of the company technology, including PC software and hardware, network, Internet and web-based applications.  Communicates solutions to end-users
  • Provides one-on-one end-user problem resolution over the phone and, in some cases, in person.
  • Executes employee on-boarding and off-boarding, including setting up new user and e-mail accounts, etc.
  • Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
  • Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, remote access, and level one and two local-area network access problems, including Wi-Fi issues.
  • Coordinates timely repair of hardware covered by third-party vendor maintenance agreements.
  • Performs hardware repair for equipment that is not covered by third-party vendor maintenance agreements.
  • Create and modify active directory user accounts, and security and distribution groups.
  • Helps install local area network cabling systems and equipment such as network routers, Wi-Fi access points, and switches.
  • Assists Application and Infrastructure Administrators in creating materials for end-user frequently asked questions (FAQs) and knowledgebase articles (KBs)
  • Makes appropriate distinctions between level two and more complex issues, and works cooperatively with other IT team members to ensure issues are resolved effectively and at the right level.
  • Manage and maintain computer labs to insure systems are up to date and secure
  • Manage user accounts Office 365
  • Work on special assignments and projects as instructed by the Senior Director of IT
  • Other assignments as instructed by the Senior Director of IT
  • May supervise other lower level IT employee(s)
  • research to find solutions to issues and properly escalate those issues
  • Exceptional communications, customer service, and interpersonal skills
  • Perform Virus checking/repair
  • Self-motivated, responsible, organized, detail oriented, quick learner

 

KNOWLEDGE, SKILLS & ABILITIES

  • Knowledge of Office 365 Experience
  • Familiar with iCloud
  • Excellent written and verbal communication skills, expressing ideas clearly and actively listening to thoughts and ideas of others
  • Knowledge of System Center Configuration Manager for Application and OS package deployment
  • Maintain a high level of confidentiality
  • Ability to understand and follow verbal and written instructions
  • Flexible and able to handle multiple priorities, with the ability to adjust to high pressure and rapidly changing business conditions
  • Valid Driver’s License, and excellent driving record required, in order to drive to all work locations
  • Track-IT, IT work order system

  

TRAINING, EXPERIENCE & REQUIREMENTS

  • Bachelor’s Degree in Information Technology or related field.
  • Minimum three years’ experience required installing and supporting all of the following: Windows 7/10, Windows Server 2008/2012/2016, Active Directory, Microsoft Office, SharePoint, PC deployment, Antivirus management, TCP/IP troubleshooting, Workstation patching and/or Windows Server patching, file backup and recovery in a multi-site environment.
  • Ability to work on a 9/80 alternative work schedule
  • Have and maintain a valid CA driver’s license in good standing

 

BENEFITS

Health, Dental, Vision, Life, Voluntary Life, 403B Retirement Plan, 529 Education Savings Plan, Long Term Disability, Employee Assistance Program, AFLAC Policies, AFLAC FSAs, Legal Policy, Employee Appreciation Program, Company Sponsored Employee Outings, 9/80 Alternative Work Schedule, Paid Sick, Vacation and 12 Observed Holidays.

 

EQUAL EMPLOYMENT OPPORTUNITY

LAFH is committed to providing equal employment opportunities for applicant and employees.

 

FAIR CHANCE INITIATIVE

LAFH is in compliance with the Fair Chance Initiative for Hiring and will consider qualified applicants with criminal histories.

 

PHYSICAL DEMANDS, ENVIRONMENTAL CONDITIONS, EQUIPMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. 

To apply

Email your resume and cover letter to [email protected] with the Job Reference Number (JR#) in the subject of the email.