Help Desk Specialist

Tech hero wanted. Capes optional!

Chicanos Por La Causa, Inc. (CPLC) is a non‑profit organization and one of the largest Hispanic Community Development Corporations in the United States. The organization began with a group of student and community activists in 1967, and was incorporated and received non‑profit status in 1969 to fight discrimination against the Mexican American community. Inspired by Dolores Huerta and Cesar Chávez, we advocated for equity in education, politics, and labor conditions.

CPLC is committed to empowering individuals through health & human services, housing, education, and economic development. Today, CPLC provides services to people of all backgrounds while honoring our Mexican‑American roots.

• You will provide frontline technical support to staff across the organization to ensure reliable, secure, and efficient access to technology systems that support program and administrative operations.
• You will be responsible for delivering timely and high‑quality technical assistance while meeting established service standards and response expectations.
• You will respond to service requests submitted through email, phone, and the ticketing system; documenting and tracking incidents to ensure timely resolution; and maintaining accurate records to support accountability and continuous improvements.
• You will troubleshoot and resolve a wide range of technology‑related issues, including Microsoft 365 environments, enterprise systems, desktop environments, and mobile devices.
• You will exercise independent judgment in diagnosing issues, prioritizing service requests, and determining appropriate resolutions within assigned scope, escalating complex matters to Tier 2 team members and other IMTS departments when necessary.

Support is delivered both remotely and onsite as needed. This is primarily an in‑office position at our corporate office supporting staff across CPLC. Occasional travel to other locations may be required based on business needs.

• You are analytical with strong critical thinking and problem‑solving skills in diagnosing and resolving technical issues in a fast‑paced environment.
• You are discreet and can exercise sound judgment and professionalism when handling sensitive organizational information and user access.
• You can remain calm and are adaptable, and solution‑focused when managing multiple competing priorities.
• You are committed to excellent customer service and clear communication with users of varying technical skill levels.
• You are highly self‑motivated with the ability to work independently while also collaborating effectively within a team environment.
• You take initiative in identifying process improvements and opportunities to enhance service delivery.

Education/Background:

• Associate’s degree in information technology or related field and at least 1 year of direct technical support experience; or high school diploma or equivalent and a minimum of 2 years of direct technical support experience.
• Relevant certifications (CompTIA, Microsoft, etc.) may be considered in lieu of formal education.
• Alternative combinations of education and experience may be considered to meet the qualifications of this role.
• Valid driver’s license, proof of insurance, and ability to meet agency requirements to operate a vehicle.

• Strong customer service, time management, and written/verbal communication skills.
• Ability to troubleshoot hardware, software, and basic network‑related issues.
• Strong working knowledge of Microsoft Windows operating systems.
• Working knowledge of Microsoft 365 applications (Outlook, Word, Excel, Teams, SharePoint).
• Experience working with ticketing systems or equivalent and documenting service requests.
• Ability to prioritize multiple service requests in a fast‑paced environment.
• Ability to adapt to varying work hours based on support needs.

• Experience in a customer‑facing technical support environment.
• Experience with Active Directory.
• Experience supporting Microsoft 365 administration, including Exchange Online, mailbox…