The CPLC IMTS team is looking for a Help Desk Specialist to support our programs in California, including Amanecer Community Counseling! To learn more about Amanecer, visit amanecerla.org/

Title: Help Desk Specialist I
FLSA: Non-Exempt, full-time
Pay: $24 hourly
POSITION SUMMARY
The IT Help Desk Specialist will provide support to end users on a variety of IT/IS issues. Will identify, research, and resolve Tier 1 IT/IS technical problems. Will answer and respond to IT/IS client telephone calls and email requests for service. Will document, track and monitor problems to ensure a timely resolution. Will work closely with Tier 2 IT/IS team members as needed on issues needing deskside support and/or escalated issues. Will provide deskside support as required.

The Help Desk Specialist interacts with all levels of staff and leadership in a consistent, expert manner. This role requires a great deal of adaptability in order to support in-person appointments, surprise walk-ins, phone and remote requests. Will offer appropriate, professional guidance to end users of all levels of technological literacy.

MINIMUM QUALIFICATIONS AND COMPETENCIES

Education/Background

• 2-year associates degree in Information Technology and/or technology certification
• 1-3 years of help desk/desktop support experience
• Bilingual (English and Spanish)

Other Requirements

• Must have strong customer service, time management, and written/verbal communication skills
• Prior experience in a technology support Help Desk environment
• Ability to troubleshoot a variety of hardware and software issues
• Knowledge of Microsoft OS including Windows 7 and Windows 10
• Knowledge of Microsoft tools including Office and Outlook
• Knowledge of PC hardware
• Basic understanding of networking technologies and protocols such as basic IP addressing, DNS, DHCP, and VPN client configuration
• Experience with Active Directory a plus
• Experience with Windows Server a plus
• Ability to prioritize assigned projects, help desk calls, and emails
• Ability to lift up to 50 lbs and move computer, network and A/V equipment
• Availability for on-call status
• Able to adapt to varying/change of work hours as necessitated depending on support need changes

On-Site: The expectation is to be on-site at our Amanecer office (1200 Wilshire Blvd, LA, CA) and satellite locations. Work From Home (WFH) opportunities will be assessed after probationary period has been completed and as needed/appropriate with workload and projects. No rotating/weekly WFH schedule will be designated.