Senior Program Specialist (Help Desk / IT Support)

Community Services and Employment Training, Inc.•Visalia, CA

22h

About The Position

CSET is looking for an organized and motivated individual to serve as a Help Desk / IT Support Specialist supporting agency staff with day-to-day technology needs. This position provides technical assistance to ensure reliable access to computers, phones, and information systems used across agency programs. Qualified candidates must be team-oriented, able to troubleshoot and resolve common technical issues, and provide clear, courteous support to users with varying levels of technical experience. The role requires strong communication, customer service, and documentation skills, as well as the ability to work independently and manage multiple requests. SCOPE OF WORK: The Help Desk / IT Support Specialist provides day-to-day technical support to agency staff to ensure reliable access to computers, phones, and information systems. This position serves as a primary point of contact for technology-related issues and supports agency operations by responding to service requests, troubleshooting issues, and maintaining accurate documentation.

Requirements

Provide clear, courteous communication to users regarding issue status and resolution
Ability to communicate technical information clearly and professionally to non-technical users
Strong customer service skills with the ability to manage multiple requests and prioritize workload
Ability to follow established procedures, document work accurately, and maintain organized records
Ability to maintain confidentiality of sensitive and restricted information
Ability to work independently and as part of a team in a fast-paced support environment
Ability to travel to and work at multiple agency locations throughout Tulare County
Must possess a valid California driver's license and maintain automobile insurance in accordance with agency policy

Responsibilities

Provide day-to-day technical support to staff via the agency's ticketing system, phone, remote support tools, and in person
Troubleshoot and resolve issues related to Windows computers, printers, peripherals, and user applications
Support agency-supported IP phone and VoIP systems, including basic configuration and connectivity issues
Install, configure, deploy, relocate, and replace computers, phones, and related equipment
Maintain accurate documentation of support requests, resolutions, and equipment assignments
Assist with user account setup, password resets, and access changes in accordance with agency policies
Maintain asset and inventory records using the agency's asset management system
Assist with basic network and connectivity issues following established procedures
Run and terminate low-voltage data lines for network drops, workstations, and security cameras as needed
Perform on-site, in-person visits to agency locations throughout Tulare County to resolve technical issues
Coordinate with vendors for troubleshooting, repairs, and warranty services when necessary
Provide clear, courteous communication to users regarding issue status and resolution