IT Specialist II

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Active
- Regular full-time SAN FERNANDO VALLEY, Chatsworth, CA, US

Salary Range: $37.63 To $53.15 Hourly

North Los Angeles County Regional Center “NLACRC” is a private, non-profit agency that is contracted with the State of California, Department of Developmental Services, to provide services to individuals with intellectual and developmental disabilities. NLACRC is one of the largest regional centers in California and has proudly served the San Fernando Valley, Santa Clarita Valley, and Antelope Valley since 1974. We serve individuals across the lifespan from infants and toddlers, school age children, transition-age youth, to adults and aging adults.

Receives general supervision from the IT Supervisor.

Department and

Location:

SFV - IT Technology

Provide technical support over the phone, via email and in person to resolve issues involving applications, computer hardware, printers, mobile devices, Ring Central functionality troubleshooting, VPN, and basic network access while focusing on customer service. In addition to resolving daily Help Desk issues, this position will be assisting other IT functions with special projects and assignments as directed by the IT Supervisor and/or IT Director.

• Identifies and diagnoses Level I/II problems for laptop or desktop users, Microsoft Office, Therefore (EDMS), Audio/Video Conferencing, Ring Central functionality troubleshooting, Communication, VPN, various hardware and email technologies.
• Research complex technical problems.
• Ensures that notifications and status updates are accurate, and that procedures are followed and updates, as necessary.
• Ensures that tickets are prioritized in accordance with business needs and are being closed in a timely manner.
• Develops knowledge articles for the users and other team members.
• Supports the inventory application and processes.
• Responds to security incidents, reviews logs, and escalates suspicious activity.
• Provides basic support to the Azure, Intune, Active Directory and Exchange environments and elevate issues to the IT Operations team as necessary.
• Assist IT Operations team to perform basic server-based functions, such as creating/modifying network printers, stop/start local server services, and others.
• Learns new technologies being introduced to NLACRC at a level to resolve issues and teach others to support these technologies.
• Participates in related special projects and meetings, testing, implementation, and post-implementation support.
• Ability to provide basic network troubleshooting before escalating to the IT Operations Team.
• Must be able to work occasional nights, weekends, and holidays and be on-call for emergencies. Must be able to travel between company locations.
• Other duties as required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Any combination equivalent to or likely to provide the required knowledge and skills is qualifying.

• A typical way to obtain the knowledge and skills would be:
  High School Diploma, GED or Equivalent required.
• Two (2) years college with coursework in Computer Science or Business Administration preferred. Two (2) years’ experience working in a technical environment in a Level II role supporting a Mid-Market organization of 250+ or a large complex Information Technology Department. Demonstrated skills in problem analysis and resolution. Microsoft Certifications preferred. Non-profit experience a plus.

Senior level Microsoft support…