Role: IT Help Desk Tier II

Reports to: IT Help Desk Manager

Program: 9012 - Housing Development

Department: IT Department

Location: Arlington Administration - 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018

Setting: 100% Onsite

Schedule: Monday - Friday, 8:30am - 5:00pm

Status: Full-time/Non-Exempt/Non-Management

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.

Openings: 1

SUMMARY:

The People Concern has a growing and changing IT Department. Day-to-day management of tasks, assignments, and troubleshooting issues is required. This position requires excellent communication skills, strong knowledge, and proven experience in Helpdesk and IT Support, delivering complex business solutions around deployments, imaging, peripheral support, and hardware problem-solving.

Essential Duties and Responsibilities:

Daily, work independently to prioritize, assign, and handle, with excellent customer service and outstanding results, the various Help-Desk-related questions and issues that arise.
Assist with deploying and maintaining IT systems and infrastructure, including servers, workstations, and networking equipment.
Installing and configuring hardware and software components throughout various network infrastructure devices.
Work closely with the IT Help Desk Manager to move the organization toward strategic growth and systematic changes and provide analysis of the issues faced by end users.
Document support activities, solutions, and procedures to ensure knowledge sharing and continuous improvement.
Assist in the software and hardware life cycle management processes, including research, packaging, quality assurance, and deployment preparation
Strong knowledge and understanding of Networking concepts (DHCP, DNS, TCP/IP, VPN, etc.)
Support employees, both local and remote, with desktop issues, account issues, and access to various internal services
Troubleshoot software issues on employees’ desktops/laptops
Some off-hours support may apply
Enterprise remote mobile device management
Provisioning, installing, and maintaining enterprise user equipment, including smartphones, desktops, laptops, tablets, VoIP, and network infrastructure.
Printer management – local and network printer setup, install troubleshooting.
Authoring and upkeep documents for User Guides and Standard Operation Procedures (SOP).
Perform related duties as assigned or requested.
Strong knowledge of Active Directory on-premises and Azure. Preferred: experienced provision users, updating permissions, planning and deploying changes in AD, creating/deploying/troubleshooting GPOs, etc.

Qualifications:

Must be able to work on-site in LA locations from 8:00 a.m. to 5:00 p.m. M-F to support the team and the bulk of the end-user issues during this span.
Possess a valid state-issued driver’s license and current vehicle insurance.
Associate’s degree or equivalent combination of education/technical training and computer science or engineering experience (3 Years experience).
Must be knowledgeable about the KnowB4 Phish alert platform, Ring Central systems, Verizon IPC, Apple iPhone troubleshooting and system maintenance, basic router setup, configuration, and troubleshooting, basic server maintenance, most laptop/PC and IT-related equipment repair and installation, Windows OS and MAC iOS, installation and configuration of typical office-setting equipment, and new software as needed.
Will be required to travel between various sites within a certain day or week to solve issues.
Night, early morning, and Weekend calls may occur; this position will be the primary point of contact.
Ability to communicate with excellent customer service and confidentiality.
A calm demeanor under pressure is required.
Great written and verbal communication skills.
Excellent leadership skills include goal setting, motivation, keeping others on task, and meeting scheduled expectations and priorities.
Basic math and data analysis skills required.
Deep knowledge of Microsoft 365 (Azure, Intune, Office, deployment, defender, etc.)
Knowledge of Meraki and Fortinet firewalls for troubleshooting preferred.
Good problem-solving, critical thinking, and decision-making skills.
Exceptional organization, time management, and multitasking abilities.
Keep attention to detail.

Preferred Qualifications:

Bachelor’s degree in technology or related field
Certifications such as CompTIA A+ or similar IT certifications are advantageous.

Work Environment:

Field (may need to travel) and indoor office environment. Based Primarily in Arlington HQ.
Will be required to walk or drive to different local sites and events (Southern California area).
Regularly required to sit, stand, bend and occasionally lift or carry up to 25 pounds on a regular basis.
Will necessitate working in busy, dusty and loud environments around our unhoused clients at times, including parking in and near their current areas of residence.
Will be exposed to elements like cold, heat, dust, noise and odor and other potential visual situations of this industry (homeless clients, skid row population, substance users etc.).
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

Equal Opportunity Employer

The People Concern is an equal opportunity employer dedicated to non-discrimination in employment. We select the most qualified individual for the job based on job-related qualifications regardless of race, color, age, sex, religion, national origin, disability, ancestry, marital status, credit history, sexual orientation, arrest and court record, genetic information, veteran status or any other status protected by federal, state or other applicable laws.  

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
Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More
The People Concern University & Certificates
Corporate Discounts

Other details

Pay Type Hourly
Employment Indicator 100% in person by JD
Min Hiring Rate $25.00
Max Hiring Rate $28.85
Travel Required Yes
Required Education Associate Degree
Job Start Date Monday, March 31, 2025

The People Concern jobs

IT Help Desk Tier II