IT Support Technician

Hope The Mission • Los Angeles, CA

33d • $25 - $35 • Hybrid

About The Position

A device that will not connect. A system that will not load. A keycard that stops working at a shelter entrance at eleven at night. In a multi-site homeless services organization these are not minor inconveniences. They are operational disruptions with real consequences for staff and for the people they serve. The IT Support Technician is on the front line of preventing them. This role installs and maintains hardware and software across Mac and PC platforms, resolves support requests from staff across every HTM location, troubleshoots networks, printers, cameras, and alarm systems, issues and administers access control keycards, and provisions and removes system access as employees are hired and separated. It maintains the equipment inventory so staff are never waiting on a device. The standard is the department's standard: eliminate technology risk before it becomes disrupted. Problems get solved efficiently and under pressure, because the environments this role supports do not slow down for technology failures.

Requirements

• High school diploma or equivalent required.
• Minimum two years of hands-on IT support or systems administration experience required.
• Experience with Mac and PC environments required.
• Proficiency with Apple Business Manager and Jamf MDM required.
• Proficiency with Ubiquiti Cloud Network 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.

Nice To Haves

• Associate's degree in information technology, computer science, or a related field preferred; equivalent experience accepted.
• Experience troubleshooting printers, security cameras, and network connectivity preferred.
• Experience with access control platforms preferred.
• CompTIA A+ certification preferred.
• Bilingual in English and Spanish preferred.

Responsibilities

• Respond to and resolve technical support requests from staff across all HTM locations within established response timeframes.
• Document all support requests, actions taken, and resolutions in the ticketing system.
• Prioritize a high volume of concurrent requests and escalate time-sensitive issues to the IT Manager without hesitation.
• Travel to HTM sites to resolve issues that cannot be addressed remotely.
• Provide basic technology orientation and guidance to staff on supported systems and devices.
• Install, configure, maintain, and troubleshoot hardware and software across Mac and PC platforms.
• Deploy, enroll, and manage devices through mobile device management and Apple Business Manager.
• Troubleshoot printers, cameras, alarm systems, and network connectivity at HTM sites.
• Perform routine system maintenance, patching, and backup verification tasks as directed by the IT Manager.
• Apply configuration and security standards set by the IT Manager to all deployed devices.
• Issue, audit, and manage access control keycards and maintain accurate records of all cards and access activity.
• Assign access control levels according to the standards and approvals set by the IT Manager.
• Provision system accounts, email, and application access for new employees within established onboarding timeframes.
• Remove system access and recover keycards and equipment at separation within required timeframes, in coordination with Human Resources.
• Serve as the first point of contact for time-sensitive access control needs and escalate emergency situations to the IT Manager promptly.
• Support periodic access reviews and produce access reports as requested.
• Maintain accurate inventory of IT equipment including laptops, mobile devices, cameras, printers, and security systems.
• Track equipment assignment by employee and site. Reconcile inventory on a defined cycle.
• Prepare and stage equipment for new hires, new sites, and replacement cycles.
• Identify equipment shortages and communicate purchasing requirements to the IT Manager.
• Prepare end-of-life equipment for disposition, including secure data removal before disposal or donation.
• Coordinate day-to-day service requests with third-party vendors for hardware, cameras, alarms, and connectivity.
• Verify vendor work is completed as scoped and report discrepancies to the IT Manager.
• Support IT project implementation and technology setup for new site openings and de-mobilizations.
• Handle participant and employee data in accordance with HTM privacy and HIPAA requirements.
• Report suspected security incidents, phishing, and data exposure to the IT Manager immediately.
• Follow all information security policies and acceptable use standards.
• Complete hazard corrections assigned by Risk and Safety within the assigned completion date.
• Report all incidents, injuries, and unsafe conditions to the IT Manager promptly.
• Support after-hours and weekend coverage for time-sensitive access control and system issues on a rotating basis.
• Assist with equipment logistics for organizational events.
• Perform additional duties as assigned by the IT Manager.

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED