annenberg.org
Tier 3 IT Support Specialist
annenberg.org, Los Angeles, California, United States, 90079
SUMMARY
The
Tier 3 IT Support Specialist
supports and maintains organizational computer systems, video conferencing, and other office technology. Ongoing tasks include installing, diagnosing, repairing, maintaining, and upgrading organizational technology while also providing support and training for Foundation staff and LLC's.
ESSENTIAL FUNCTIONS
Desktop
Support
Answer, evaluate, prioritize, and escalate support requests for user problems with hardware, software, networking etc:Monitor helpdesk tickets and respond to user issues.Evaluate the severity and priority of each support request.Provide initial troubleshooting for hardware, software, and network issues.Escalate unresolved issues to higher-level support or specialized teams.Maintain IT security best practices for accounts, sites, and any foundation/employee information:
Implement and enforce security protocols and policies .Monitor systems for security breaches and vulnerabilities.Educate staff on security best practices and phishing awareness.Ensure secure access to systems and data.Mac/windows/mobile h/w & s/w provisioning, installation, and troubleshooting:
Set up and configure new hardware (computers, mobile devices).Install and configure software applications.Troubleshoot hardware and software issues on various platforms.Maintain an inventory of hardware and software assets.Provision mobile devices, user software and service accounts, various equipment as needed:
Set up user accounts and permissions .Configure and distribute mobile devices.Install and update necessary software for users.Ensure proper functioning of distributed equipmentResponsible for assisting foundation staff with a/v, web conferencing, and phone systems:
Set up and support audio-visual equipment for meetings.Provide technical support for web conferencing tools.Troubleshoot and resolve phone system issues.Train users on digital whiteboards, presentation systems, and other office technology:
Conduct training sessions on using digital whiteboards and presentation systems.Provide user guides and documentation.Offer one-on-one training and support as needed.Provide support for digital imaging and printing:
Troubleshoot and resolve printer and scanner issues.Maintain and manage print services.Assist users with digital imaging tasks.Provide remote assistance for foundation staff, including LLCs in remote offices and/or when working remotely:
Utilize remote support tools to assist offsite employees.Troubleshoot connectivity and remote access issues.Ensure remote staff have necessary tools and access.System and software provisioning and inventory management:
Maintain an accurate inventory of IT assets.Track software licenses and ensure compliance.Provision and manage system resources and softwareAssist with software and hardware procurement:
Research and recommend new hardware and software purchases.Coordinate with vendors and suppliers.Manage procurement processes and track orders.Process and track orders and ensure delivery to staff:
Create purchase orders and track shipments.Ensure timely delivery of it equipment and supplies.Update inventory records upon receipt.Travel required to various Annenberg foundation locations, including LLC's primarily (but not all) in Los Angeles:
Coordinate travel arrangements as needed.Provide onsite support at different locations.Ensure smooth operations during visits.Assist the director of IT & Facilities with advanced projects as required:
Participate in strategic IT projects.Provide technical expertise and support for special initiatives.Assist in project planning and execution.Other duties as assigned:
Perform additional tasks as needed to support it operations.Stay adaptable to changing priorities and tasks.COMPENSATION:
To be determined based upon experience and qualifications. This position is currently being benchmarked with an anticipated salary range at
$33.85 - $38.30 . This position is non-exempt, and employee is eligible for the Foundation's competitive health and benefits plan that
includes:
BENEFITS
100% employer-paid benefits (medical, dental, vision) for employee-only insurance plans100% employer-paid life insurance and AD&D100% employer-paid short-term disability and long-term disability100% employer-paid parkingSubsidized Class Pass membershipPet insuranceSummer FridaysWinter BreakAnnual employer provided $200 flexible spending account allowance (FSA)RETIREMENT:
Immediate eligibility for employee contribution to 403b plan and Roth IRA.After one-year anniversary with organization, all employees receive an employer-paid contribution of 10% of their salary to a 403b plan regardless of if the employee contributes to retirement.CULTURE:
Professional development opportunitiesMonthly employee engagement activities and celebrationsYearly staff retreatAccess to a kitchen fully stocked with nutritious snacksRequirements
KNOWLEDGE, SKILLS AND ABILITIES
Professional and courteous customer service.Self-motivated with good communication and interpersonal skills.Punctual and reliable with a solid sense of follow-through/up and completion.Ability to work well in a team as well as independently.Open to feedback and guidance, and continuous learning.Intermediate problem-solving and critical-thinking skills.Intermediate knowledge of productivity software (e.g., Microsoft Office suite) in a mixed- platform environment (Mac/PC).Intermediate hardware maintenance for AV hardware.Intermediate experience with Mac and Windows operating systems and related hardware.EDUCATION, EXPERIENCE AND CERTIFICATIONS
High school diploma required. Associate's or bachelor's degree in computer science preferred.5 years of cumulative applicable experience in customer service/IT environmentsEquivalent combination of education and experience is acceptable.
ADDITIONAL INFORMATION:
All employees are required to be fully vaccinated against COVID-19 (medical and religious exemption accommodation possible) upon hire. The Foundation operates in a hybrid working environment with staff working in-office four days per week and the opportunity to work one day remote per week.
ENVIRONMENTAL FACTORS AND CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the position.
Work is performed primarily in a professional office setting utilizing telephone, computer, and office equipment. Performing the duties of this position requires regular and repetitive hand/wrist/finger motion and visual focus(close vision and ability to adjust focus). The employee is regularly required to stand and/or sit for long periods, talk and hear both in person and by telephone, and reach with hands and arms. The employee is occasionally required to walk, climb, stoop or bend, and lift up to 25 pounds. This position may also spend time on site visits, in public venues, and/or conferences, events, and meetings with partners. While performing the duties of this position, the employee is regularly required to work on multiple concurrent tasks with constant interruptions, read and interpret documents and information, use oral communication skills, and interact with Foundation staff, the general public, and others encountered in the course of work, some of whom may be dissatisfied, demanding, and/or angry individuals.
Full time
Hybrid: 4 days in office and 1 remote day
Salary range at $33.85 - $38.30
per hour
The
Tier 3 IT Support Specialist
supports and maintains organizational computer systems, video conferencing, and other office technology. Ongoing tasks include installing, diagnosing, repairing, maintaining, and upgrading organizational technology while also providing support and training for Foundation staff and LLC's.
ESSENTIAL FUNCTIONS
Desktop
Support
Answer, evaluate, prioritize, and escalate support requests for user problems with hardware, software, networking etc:Monitor helpdesk tickets and respond to user issues.Evaluate the severity and priority of each support request.Provide initial troubleshooting for hardware, software, and network issues.Escalate unresolved issues to higher-level support or specialized teams.Maintain IT security best practices for accounts, sites, and any foundation/employee information:
Implement and enforce security protocols and policies .Monitor systems for security breaches and vulnerabilities.Educate staff on security best practices and phishing awareness.Ensure secure access to systems and data.Mac/windows/mobile h/w & s/w provisioning, installation, and troubleshooting:
Set up and configure new hardware (computers, mobile devices).Install and configure software applications.Troubleshoot hardware and software issues on various platforms.Maintain an inventory of hardware and software assets.Provision mobile devices, user software and service accounts, various equipment as needed:
Set up user accounts and permissions .Configure and distribute mobile devices.Install and update necessary software for users.Ensure proper functioning of distributed equipmentResponsible for assisting foundation staff with a/v, web conferencing, and phone systems:
Set up and support audio-visual equipment for meetings.Provide technical support for web conferencing tools.Troubleshoot and resolve phone system issues.Train users on digital whiteboards, presentation systems, and other office technology:
Conduct training sessions on using digital whiteboards and presentation systems.Provide user guides and documentation.Offer one-on-one training and support as needed.Provide support for digital imaging and printing:
Troubleshoot and resolve printer and scanner issues.Maintain and manage print services.Assist users with digital imaging tasks.Provide remote assistance for foundation staff, including LLCs in remote offices and/or when working remotely:
Utilize remote support tools to assist offsite employees.Troubleshoot connectivity and remote access issues.Ensure remote staff have necessary tools and access.System and software provisioning and inventory management:
Maintain an accurate inventory of IT assets.Track software licenses and ensure compliance.Provision and manage system resources and softwareAssist with software and hardware procurement:
Research and recommend new hardware and software purchases.Coordinate with vendors and suppliers.Manage procurement processes and track orders.Process and track orders and ensure delivery to staff:
Create purchase orders and track shipments.Ensure timely delivery of it equipment and supplies.Update inventory records upon receipt.Travel required to various Annenberg foundation locations, including LLC's primarily (but not all) in Los Angeles:
Coordinate travel arrangements as needed.Provide onsite support at different locations.Ensure smooth operations during visits.Assist the director of IT & Facilities with advanced projects as required:
Participate in strategic IT projects.Provide technical expertise and support for special initiatives.Assist in project planning and execution.Other duties as assigned:
Perform additional tasks as needed to support it operations.Stay adaptable to changing priorities and tasks.COMPENSATION:
To be determined based upon experience and qualifications. This position is currently being benchmarked with an anticipated salary range at
$33.85 - $38.30 . This position is non-exempt, and employee is eligible for the Foundation's competitive health and benefits plan that
includes:
BENEFITS
100% employer-paid benefits (medical, dental, vision) for employee-only insurance plans100% employer-paid life insurance and AD&D100% employer-paid short-term disability and long-term disability100% employer-paid parkingSubsidized Class Pass membershipPet insuranceSummer FridaysWinter BreakAnnual employer provided $200 flexible spending account allowance (FSA)RETIREMENT:
Immediate eligibility for employee contribution to 403b plan and Roth IRA.After one-year anniversary with organization, all employees receive an employer-paid contribution of 10% of their salary to a 403b plan regardless of if the employee contributes to retirement.CULTURE:
Professional development opportunitiesMonthly employee engagement activities and celebrationsYearly staff retreatAccess to a kitchen fully stocked with nutritious snacksRequirements
KNOWLEDGE, SKILLS AND ABILITIES
Professional and courteous customer service.Self-motivated with good communication and interpersonal skills.Punctual and reliable with a solid sense of follow-through/up and completion.Ability to work well in a team as well as independently.Open to feedback and guidance, and continuous learning.Intermediate problem-solving and critical-thinking skills.Intermediate knowledge of productivity software (e.g., Microsoft Office suite) in a mixed- platform environment (Mac/PC).Intermediate hardware maintenance for AV hardware.Intermediate experience with Mac and Windows operating systems and related hardware.EDUCATION, EXPERIENCE AND CERTIFICATIONS
High school diploma required. Associate's or bachelor's degree in computer science preferred.5 years of cumulative applicable experience in customer service/IT environmentsEquivalent combination of education and experience is acceptable.
ADDITIONAL INFORMATION:
All employees are required to be fully vaccinated against COVID-19 (medical and religious exemption accommodation possible) upon hire. The Foundation operates in a hybrid working environment with staff working in-office four days per week and the opportunity to work one day remote per week.
ENVIRONMENTAL FACTORS AND CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the position.
Work is performed primarily in a professional office setting utilizing telephone, computer, and office equipment. Performing the duties of this position requires regular and repetitive hand/wrist/finger motion and visual focus(close vision and ability to adjust focus). The employee is regularly required to stand and/or sit for long periods, talk and hear both in person and by telephone, and reach with hands and arms. The employee is occasionally required to walk, climb, stoop or bend, and lift up to 25 pounds. This position may also spend time on site visits, in public venues, and/or conferences, events, and meetings with partners. While performing the duties of this position, the employee is regularly required to work on multiple concurrent tasks with constant interruptions, read and interpret documents and information, use oral communication skills, and interact with Foundation staff, the general public, and others encountered in the course of work, some of whom may be dissatisfied, demanding, and/or angry individuals.
Full time
Hybrid: 4 days in office and 1 remote day
Salary range at $33.85 - $38.30
per hour