IT Specialist

Hope The Mission•Los Angeles, CA

4d•$0 - $25•Hybrid

About The Position

When technology fails at HTM, staff cannot do their jobs and the people being served feel it. A device that won't connect, a system that won't load, an access control failure at a shelter entrance — these are not minor inconveniences in a multi-site homeless services organization. They are operational disruptions with real consequences. The IT Specialist is on the front line of preventing them. Reporting to the IT Manager, the IT Specialist is responsible for the hands-on execution of HTM's technology operations. This includes installing and maintaining hardware and software across Mac and PC platforms; performing routine system audits and server administration; troubleshooting networks, printers, cameras, and alarm systems; managing employee access control including keycard issuance, onboarding, offboarding, and access level management; supporting IT project implementation; tracking performance indicators; and coordinating with third-party vendors on security systems. Time-sensitive issues are escalated to department leadership promptly. Travel across HTM locations is a regular part of the work, and flexible hours including evenings and weekends are required. The standard is the same as the department's: eliminate technology risk before it becomes disruption. Systems are audited on schedule. Inventory is maintained so staff are never waiting on equipment. Security gaps are identified and remediated. Problems are solved efficiently under pressure, because the environments this role supports do not slow down for technology failures.

Requirements

Installs, maintains, and troubleshoots hardware and software across Mac and PC platforms with accuracy and efficiency.
Performs server administration and network maintenance with attention to system integrity and security.
Manages access control systems with precision, timeliness, and strict adherence to security protocols.
Identifies and resolves technology problems calmly and efficiently under pressure in fast-paced, multi-site environments.
Communicates technical information clearly and professionally with non-technical staff at all levels.
Prioritizes a high volume of concurrent work orders and escalates time-sensitive issues without hesitation.
Coordinates with third-party vendors to resolve security system issues and manage ongoing service relationships.
Works collaboratively across departments and adapts readily to changing technology needs.
Demonstrates manual dexterity and hand-eye coordination for hands-on hardware work.
Proficient in Apple Business Manager, Jamf MDM, Ubiquiti Cloud Network, and Microsoft Office.
Associate's degree in information technology, computer science, or a related field preferred; equivalent experience accepted.
Minimum two years of hands-on IT support or systems administration experience required.
Proficiency in Apple Business Manager and Jamf MDM required.
Proficiency in Ubiquiti Cloud Network required.
Experience with Mac and PC environments required.
Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.
Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.
Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.
Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.
Must have reliable transportation.
Must have proof of vehicle insurance coverage.
Must have a valid CA drivers license.

Nice To Haves

Experience troubleshooting printers and security cameras preferred.
CompTIA A+ Certification preferred.
Bilingual in English and Spanish preferred.

Responsibilities

Maintain and improve essential IT operations including operating systems, security tools, applications, servers, email systems, Mac and PC laptops, desktops, software, and hardware.
Perform server administration tasks including user and group administration, security permissions, group policies, print services, event log review, and resource monitoring. Ensure system architecture components work together reliably.
Conduct routine and scheduled audits of all systems including backups.
Develop and apply network troubleshooting strategies to reduce downtime and decrease maintenance costs.
Build and maintain continuity plans to keep the network operational during disruptions.
Lead remediation efforts for gaps in security and networking.
Work with department managers to assess growth needs and ongoing maintenance requirements for the organization's network.
Establish and follow an agile process for introducing new features and functionality, whether minor enhancements or larger projects.
Work in one or more access control platforms to manage employee access across HTM sites.
Issue, audit, and manage access control keycards. Maintain accurate records of all access control cards and activity.
Manage access control levels based on employee type and access needs.
Oversee day-to-day maintenance and management of physical security operations systems.
Assist in troubleshooting and vendor management related to video management systems and alarms.
Serve as the primary contact for time-sensitive access control needs.
Manage employee onboarding and offboarding from a systems access perspective.
Provide technical support to staff across HTM locations.
Support the implementation of IT projects in alignment with organizational and IT strategy.
Define, track, and communicate IT key performance indicators including business results achieved through technology.
Prioritize workload across open work orders and escalate emergency situations or time-sensitive issues to department leadership promptly.
Provide hands-on support and troubleshooting for assigned hardware and technology products including MacBooks, iPhones, cameras, printers, and security systems.
Maintain equipment inventory to ensure staff are never waiting on devices.
Perform additional duties as assigned by the IT Manager.