Operations & Security Support Technician - Los Angeles, CA

Overview

Planned Parenthood Los Angeles is seeking an experienced Operations & Security Support Technician with excellent technical skills to work full‑time in our Downtown Los Angeles headquarters. In addition to managing end‑user device support, the technician acts as an additional point of contact for technical support, delivering Tier 1, 2, and 3 assistance in collaboration with the Help Desk and Infrastructure IT teams.

This role offers hands‑on support to users across the organization and contributes to special projects as required.

• Manage end user device support.
• Act as an additional point of contact for technical support, delivering Tier 1‑2‑3 assistance in collaboration with the Help Desk and Infrastructure IT teams.
• Contribute to special projects as required.
• Monitor enterprise IT systems, networks, and applications in a 24/7 operations environment, responding to critical alerts including network outages, system failures, and site disruptions.
• Serve as the first line of response for overnight IT incidents, ensuring rapid triage, prioritization, and escalation of issues based on severity and business impact.
• Provide technical support to overnight Security and Facilities operations teams, troubleshooting hardware, software, network connectivity, and access issues impacting security systems.
• Analyze alerts from infrastructure, network, endpoint, and application monitoring platforms to identify probable causes of incidents.
• Execute initial incident response procedures, including containment, workaround implementation, and documentation before escalation to on‑call engineering teams.
• Manage incident tickets from creation through escalation, ensuring accurate documentation, timelines, and actions taken.
• Coordinate escalations to on‑call Infrastructure, Network, Security, and Application teams, providing clear summaries and supporting diagnostics.
• Follow established escalation matrices and ensure timely engagement of appropriate technical resources.
• Maintain situational awareness during major incidents and support incident bridge communications as needed.
• Provide clear and timely communication to stakeholders, leadership, and affected users during outages or critical incidents.
• Support overnight maintenance activities, system checks, patching efforts, and operational readiness tasks.
• Assist with assigned IT operational projects and administrative tasks intended to support and offload daytime IT teams.
• Maintain documentation related to incidents, troubleshooting procedures, and operational support activities.
• Participate in periodic training exercises, operational reviews, and process improvement initiatives.
• Support abortion patients through back‑office services at each health center.

• High school diploma or equivalent required.
• Associate degree, technical certification, or equivalent experience preferred.
• At least 4 years’ experience in IT support, NOC, Service Desk, Desktop Support, or Infrastructure support role required.
• Experience monitoring and supporting enterprise systems, network infrastructure, internet connectivity, and endpoint devices required.
• Experience with IT ticketing systems, monitoring platforms, and escalation procedures required.
• Experience supporting physical security technologies such as badge access systems, surveillance systems, or monitoring platforms highly preferred.
• ITIL, CompTIA A+, Network+, Security+, or similar certifications preferred.
• Availability to work an overnight shift of 9pm‑5am.
• Reliable means of transportation for onsite and off‑site work within LA County.

• Medical, dental, and vision coverage options for you and eligible dependents.
• Free basic life/AD&D policy with additional voluntary coverage options.
• Short term disability, critical illness, and accident policies.
• 403(b) retirement plan with up to 3% employer match.
• Medical and dependent flexible spending account plans.
• Public transportation and commuter pre‑tax reimbursements.
• Generous vacation, sick, and holiday benefits.
• Hiring range: $35.43 to $42.52 per hour (non‑exempt).

Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to…