IT Specialist II - Job #628

North County Regional•Los Angeles, CA

4d•$38 - $53•Hybrid

About The Position

North Los Angeles County Regional Center (NLACRC) is a private nonprofit agency contracted with the California Department of Developmental Services to provide services to people with intellectual and developmental disabilities. The IT Specialist II works in the SFV IT Technology department and receives general supervision from the IT Supervisor. The position provides technical support by phone, email, and in person, resolving issues involving applications, computer hardware, printers, mobile devices, RingCentral, VPN, and basic network access with a focus on customer service. Alongside daily help desk work, the specialist assists with IT projects and assignments as directed by the IT Supervisor or IT Director. The role also provides basic support for cloud and directory environments, assists the IT Operations team with basic server-based functions, and may travel between company locations. Occasional evening, weekend, and holiday work and emergency on-call duty are required. The position is non-exempt, with a regular salary range of $37.63–$53.15 per hour. The typical starting range is $37.63–$41.53 per hour, depending on internal equity and experience. NLACRC offers a benefits package that includes health and dental plans, flexible spending accounts, insurance coverage, retirement and deferred compensation plans, paid time off, holidays, and professional development opportunities. Most positions offer a hybrid-remote option.

Requirements

High school diploma, GED, or equivalent required.
Two years of experience working in a technical environment in a Level II role supporting a mid-market organization of 250 or more employees or a large, complex IT department.
Demonstrated problem analysis and resolution skills.
Senior-level Microsoft support skills and experience with help desk ticket systems, Active Directory, SSO, MFA, Exchange Server, endpoint security software, VPNs, cloud backups, SANDIS (iSeries), SharePoint, and SQL.
Ability to understand problems and communicate solutions effectively.
Customer-oriented approach and patience when dealing with difficult customers.
Ability to troubleshoot in a fast-paced environment.
Excellent English oral and written communication skills, including the ability to convey technical information to a broad range of end users.
Strong organizational skills and ability to multitask and prioritize effectively.
Ability to work as part of a team of technical and non-technical personnel.
Ability to create processes that others can follow.
Strong customer service skills, sound judgment, and critical thinking skills.
Valid California driver's license and reliable transportation, or an acceptable substitute.
Ability to work occasional nights, weekends, and holidays, be on call for emergencies, and travel between company locations.

Nice To Haves

Two years of college coursework in Computer Science or Business Administration.
Microsoft certifications.
Nonprofit experience.
Working knowledge of Lenovo laptops, Microsoft Azure, and Microsoft Intune.

Responsibilities

Provide technical support by phone, email, and in person for applications, computer hardware, printers, mobile devices, RingCentral, VPN, and basic network access.
Identify and diagnose Level I and II problems involving laptops and desktops, Microsoft Office, Therefore (EDMS), audio/video conferencing, communications, VPN, hardware, and email technologies.
Research complex technical problems.
Maintain accurate notifications and status updates, follow procedures, and update procedures as necessary.
Prioritize tickets according to business needs and ensure they are closed in a timely manner.
Develop knowledge articles for users and team members.
Support the inventory application and related processes.
Respond to security incidents, review logs, and escalate suspicious activity.
Provide basic support for Azure, Intune, Active Directory, and Exchange environments, escalating issues to the IT Operations team as needed.
Assist the IT Operations team with basic server-based tasks, including creating or modifying network printers and stopping or starting local server services.
Learn newly introduced technologies sufficiently to resolve issues and teach others to support them.
Participate in special projects and meetings, testing, implementation, and post-implementation support.
Perform basic network troubleshooting before escalating issues to the IT Operations team.
Work occasional nights, weekends, and holidays; be on call for emergencies; and travel between company locations.
Perform other duties as required.

Benefits

Health insurance, including full employer-paid coverage for certain employee-only medical plans and contributions toward other plan options.
Dental insurance, including a fully employer-paid DMO plan and a PPO plan with a low employee monthly contribution.
Pre-tax flexible spending account for eligible health care expenses.
Pre-tax dependent care flexible spending account for eligible dependent care expenses.
No-cost life, accidental death and disability, and long-term disability insurance for employees.
No-cost vision plan for employees and eligible dependents.
CalPERS defined-benefit retirement plan for eligible employees.
Two deferred compensation plans: 457 and 403(b).
Participation in the Public Service Loan Forgiveness program.
Accrued vacation, sick time, education time, wellness time, and sabbatical time.
12 paid holidays throughout the year.
Most positions offer a hybrid-remote option.
Professional development opportunities and career paths toward entry-level management positions.