Job Description

Job Description

Job Description

Position: Helpdesk Specialist

Program: IT Infrastructure & Security

Department: IT

Reports to: Director, IT Infrastructure & Security

Compensation: $28.00-$31.93 per hour

Status: 100%, Full-Time, Regular, Non-Exempt

Probation: 180 days

Benefits: Medical, Dental, Vision, Life, and Long-Term Disability Insurance, Employee Assistance Program, and 403(b) Retirement Plan

CENTER’S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society.

DEPARTMENT SUMMARY: The IT Department is responsible for establishing, monitoring, and maintaining information technology policies, systems and services for all departments, programs, and sites at the Los Angeles LGBT Center. The department is organized so that the IT staff collaborate across the 3 major functions to meet the needs of all technology users at the Center. The department functions include IT Security and Infrastructure, Service Desk, and Applications and Data Systems.

JOB SUMMARY: The Helpdesk Specialist is a desktop support position responsible for performing a variety of activities including but not limited to the remediation of desktop computer issues, the installation of desktop computers, and support of desktop computer users with their hardware and software needs. This position will both resolve tickets in an incident management system and work on various projects and deployments as instructed.

% of Role ESSENTIAL FUNCTIONS:

80% User Support

• Provide on-site and remote IT support to employees by answer incoming requests via ticketing system, phone, email, and in-person appointments in a timely manner.

• Provide end-user support including the troubleshooting and administration of desktops, laptops, mobile devices, printers, peripherals, and telephony.

• Receive, prioritize, and respond to user helpdesk inquiries via, telephone, and/or emails.

• Deploy and administer all desktops, laptops, and computer systems and work with outside technology vendors.

• Install and configure computer hardware, operating systems, and applications.

• Provide excellent customer service through effective communication, understanding, and logical troubleshooting.

• Identify, research, and resolve technical problems concerning networks, servers, and enterprise applications with the assistance of the IT Director/Director, IT Infrastructure & Security.

10% Data Management

• Administration of user accounts, such as Active Directory and Office 365/Zoom/Absorb, etc. (new user accounts, security, etc.).

• Maintain inventory of all hardware assets.

10% Department Operations

• Develop, document, and train others on IT systems and best practice procedures.

• Research and analyze technological advances and trends as they apply to and/or improve on daily business and efficiency.

• Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of or experience working with the LGBTQ community and familiarity with issues of relevance to LGBTQ people.

A passion for the Center’s work and its mission to make the world a better place for LGBTQ people.

Minimum 4 years of education in Information Technology or related field or equivalent work experience.

Technical knowledge of Windows 10, Microsoft Office 2016/O365 products, TCP/IP, DHCP, Device Manager, Registry Editor, User Manager, admin commands, installing and configuring hardware, and software. Mac OS, SCCM and JAMF a plus.

Ability to provide technical support to computer users both on the telephone and face-to-face, and to move computer equipment including physically placing/installing workstations.

Proficiency in troubleshooting desktop computer issues, both hardware and software.

Ability to solve problems of moderate complexity without help and escalate very complex problems to more senior staff.

Team player with the ability to handle complex IT issues in a customer-centric, service first manner including excellent verbal and email communication skills.

Experience supporting mobile devices (iOS, Android).

Ability to handle confidential information in an appropriate manner.

Ability to handle multiple tasks, prioritize appropriately, and remain calm under pressure and when faced with adversity or urgent issues.

Ability to work effectively with colleagues and business users in an ever-changing and evolving work environment.

Access to reliable transportation and the ability to be insured.

Ability to work some weekends and late hours.

Demonstrated ability to work effectively with people of diverse races, ethnicities, nationalities, sexual orientations, gender identities, gender expression, socio-economic backgrounds, religions, ages, English-speaking abilities, immigration status, and physical abilities in a multicultural environment.

The Los Angeles LGBT Center is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, national origin, sexual orientation, gender identity and expression, sex, pregnancy, childbirth and related medical conditions, religion, disability, age, military, or veteran status, including status as a victim of domestic violence, assault or stalking, genetic information (including family medical history), political affiliation or activities, medical or health conditions, and marital status.

The Center has implemented a mandatory COVID-19 vaccination policy as a condition of employment for all employees who work on the Center’s premises, subject to applicable federal, state, and local laws. For more information, please contact jobs@lalgbtcenter.org.

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