IT Help Desk Tier 1 - Arlington Administration

Role: IT Help Desk Tier 1

Reports to: IT Helpdesk Manager

Program: 9012- Housing Development

Department: Admin

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

Setting: 100% Onsite

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

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:

Responsible for providing Tier 1 technical support, diagnosing and resolving hardware, software, and connectivity issues, and ensuring timely resolution of end-user service requests. The IT Technician is also responsible for providing technical assistance and support related to company-supported telephones, copiers, printers, computer systems, hardware, and software, and other miscellaneous equipment.

Essential Duties and Responsibilities: 

• Diagnose and resolve technical hardware and software issues (network, printer, cameras, telephones, and/or server support) - ask questions to determine the nature of the problem.
• Responsible for setting up workstations with computers and necessary peripheral devices.
• Responsible for installing and configuring appropriate software and functions according to specifications.
• Offer daily operations and systems support to employees in person, via phone, or email.
• Troubleshoot hardware and software issues in person, remotely, and via phone.
• Verify the functionality of hardware and software components.
• Follow up with users to ensure resolution of issues.
• Identify and escalate situations requiring urgent attention.
• Inform management of recurring problems.
• Log all help desk interactions; Track and route problems and requests, and document resolutions.
• Redirect problems to the correct resource.
• Research questions using available information resources.
• Stay current with system information, changes, and updates.
• This position will drive to our various locations to serve and assist.

 Qualifications:

• CompTIA A+ Certification
• High School Diploma or GED or Equivalent
• Valid CA Driver's license, reliable auto insurance and an acceptable driving record

Preferred Qualifications:

• Bachelor's Degree in Computer Science or related field 
• Familiarity with Microsoft applications
• Ability to explain technical problems and solutions to non-technical end-users

Work Environment:

• Combination of field and office environment
• Regularly required to sit, stand, bend; occasionally lift or carry up to 35 lbs.
• On occasion walk or drive to different local sites
• Will necessitate working in busy and loud environments
• Will be exposed to elements like cold, heat, dust, noise and odor
• May need to bend, stoop, twist, and sit throughout the day