IT Service Desk - Illumination Foundation

“Every person deserves compassion, dignity, and the safety of a place to call home.”
Homelessness is the largest social and public health crisis in California. Illumination Foundation (IF) is a growing non-profit organization dedicated towards disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services and children's and family programs. IF currently has 13 facilities with 22 micro-communities scattered across Orange County, Los Angeles County and the Inland Empire.

Job Description

The IT Service Desk role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all user hardware and equipment while ensuring optimal performance. The person will also troubleshoot problem areas promptly and accurately and provide end-user training and assistance where required.

The salary range for this position is $65,000.00 - $75,000.00 per annum, depending on experience.

Responsibilities

• Receive and respond to incoming calls and/or e-mails regarding PC and/or hardware problems
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions and actions taken to final resolution.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware and software, networked peripheral devices, and networking hardware products.
• Liaise with and provide training and support to end users and staff on computer and software operation and other issues.
• Perform preventative maintenance, including checking and cleaning of workstations printers, and peripherals.
• If necessary, liaise with third-party support and/or equipment vendors.
• IT Equipment, license, User inventory management and Audits.
• Quality Assurance of installation and configurations.
• Development of equipment maintenance, setup, and configuration policies.

Behavioral Standards:

• Exhibits excellent customer and service-oriented behaviors in everyday work interactions.
• Demonstrates a courteous and respectful attitude to internal workforce and external customers.

Communication/Knowledge:

• Provides accurate and timely written and verbal communication of information in a manner that is understood by all.
• Able to listen, understand, problem-solve, and carry-out duties to ensure the optimal outcome.
• Able to use IT systems in an accurate and proficient manner.

Collaboration/Teamwork:

• Contributes toward effective, positive working relationships with internal and external colleagues.
• Demonstrates cooperation, flexibility, reliability, and dependability in all daily work activities and a willingness to collaborate with others for the good of the customer and the organization.

Preferred Experience/Minimum Qualifications

Required:

• High school graduate
• At least 5 years of current PC Technician and/or Service Desk experience
• Excellent technical knowledge of PC hardware and networking
• Hands-on hardware trouble shooting experience.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.

Preferred:

• Current A or Network Certification preferred
• Experience in a healthcare setting preferred.

Benefits

• Medical Insurance funded up to 91% by Illumination Foundation (Kaiser and Blue Shield), depending on the plan
• Dental and Vision Insurance
• Life, AD&D and LTD Insurance funded 100% by Illumination Foundation
• Employee Assistance Program
• Professional Development Reimbursement
• 401K with Company Matching
• 10 days' vacation PTO/year
• 6 days sick PTO/year
• 10 days holiday PTO/year
• Potential eligibility for the Public Service Loan Forgiveness Program (PSFL) for federally qualified loans

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