Information Technology Support Specialist

Fresno Economic Opportunities Commission•Fresno, CA

7d•$27 - $33

About The Position

Provides responsive, professional technology support to organization staff by troubleshooting hardware, software, network, cloud, mobile, security, and access-related issues. Supports reliable, secure, and efficient use of organization technology across office, hybrid, remote, and multi-site work environments, while assisting in fulfillment of the organization’s vision and mission. The role regularly travels between Fresno EOC facilities, program and work sites, and event locations to install, maintain, troubleshoot, repair, deploy, inventory, and support technology equipment and services, and to provide timely in-person support at multiple locations. The position handles staff support requests through phone, remote support tools, the ticketing system, email, and in-person assistance. It supports end-user devices and applications, IT infrastructure, telecommunications and collaboration systems, user accounts, endpoint management, cybersecurity practices, technology procurement, vendor coordination, reporting, documentation, and staff training. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m.; evenings and weekends may be required as operational needs demand.

Requirements

High school diploma or GED.
Trade or Associate of Science degree in Computer Science or Information Technology, or an equivalent combination of technical training and experience in network administration.
Working knowledge of computer hardware, operating systems, productivity applications, cloud-based collaboration tools, mobile devices, networking fundamentals, cybersecurity practices, identity and access management, endpoint management, and help desk ticketing systems.
At least two years of related IT support experience in a business, nonprofit, education, government, healthcare, or multi-site environment.
Proficiency in Microsoft Office Suite, cloud applications, and business software.
Effective written, verbal, and customer service skills.
Ability to maintain confidentiality, exercise sound judgment, follow security procedures, manage competing priorities, work independently and collaboratively, and provide professional support across departments and locations.
Strong written, verbal, and presentation skills, including the ability to communicate technical concepts to non-technical audiences.
Willingness to work flexible hours to meet operational needs.
Valid California driver’s license, reliable transportation, and auto insurance compliant with state law; must meet the organization’s insurance requirements for operating organization vehicles.

Responsibilities

Travel regularly between Fresno EOC facilities, program and work sites, and event locations to install, maintain, troubleshoot, repair, deploy, inventory, and support technology equipment and services.
Provide timely in-person responses to technology support needs at multiple locations.
Respond to staff technical assistance requests by phone, remote support tools, ticketing system, email, or in person, providing courteous and effective customer service.
Install, configure, maintain, troubleshoot, and support desktops, laptops, tablets, mobile devices, printers, scanners, peripherals, operating systems, productivity software, approved applications, and related equipment.
Create, update, prioritize, resolve, document, and monitor service requests in the IT service management system; escalate complex issues when appropriate.
Perform basic system, network, and endpoint analysis to identify root causes, restore service, reduce recurring incidents, and support reliable operations.
Assist with configuration, monitoring, and support of network and infrastructure components, including switches, routers, wireless access points, firewalls, cabling, internet connectivity, VPN or remote access tools, servers, virtualization platforms, and cloud-connected systems.
Support telecommunications and collaboration systems, including phone systems, voicemail, video conferencing, shared workspaces, messaging tools, and other approved platforms.
Prepare help desk, incident, asset, inventory, system performance, and service trend reports as requested.
Coordinate with software, hardware, telecommunications, cloud, and managed service vendors to troubleshoot issues, request service, validate repairs, track warranty support, and resolve defective product concerns.
Assist with technology procurement, including preparing specifications, reviewing quotes or bids, receiving equipment, maintaining inventory records, deploying hardware and software, and supporting lifecycle replacement planning.
Write, update, and maintain user guides, technical procedures, knowledge base articles, standard operating procedures, and support documentation.
Develop and provide user training on computer operations, cybersecurity awareness, email security, collaboration tools, cloud storage, mobile devices, video conferencing, accessibility features, and approved software or automation tools.
Support user account lifecycle activities, including onboarding, account changes, password resets, multifactor authentication, single sign-on troubleshooting, role-based access, and access changes or removal in coordination with Human Resources and program leadership.
Assist with endpoint management, including device enrollment, imaging or provisioning, patching, software deployment, compliance monitoring, encryption awareness, replacement, decommissioning, surplus preparation, and secure disposal.
Follow and promote cybersecurity and privacy best practices, including secure password practices, phishing awareness, data protection, least-privilege access, acceptable use, incident reporting, and proper handling of confidential or sensitive information.
Pick up, transport, and deliver equipment as needed.
Travel for work-related business using a personal or organization vehicle.
Maintain regular attendance and punctuality.
Work evenings and weekends as required.
Perform other duties as assigned.