IT Support Specialist (Mac/PC)

$70,408 - $79,664/Yr

Aleron - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Specialty Trade Contractors

About the position

The IT Support Specialist - Tier III position at a Los Angeles non-profit organization involves providing advanced technical support and maintenance for organizational computer systems, video conferencing, and other office technology. This role is primarily project-based, requiring a self-starter who can thrive in an unstructured environment while also possessing strong social skills to effectively address user issues. The position offers opportunities for professional development and requires collaboration with a small team to support up to 70 employees.

Responsibilities

• Support and maintain organizational computer systems, video conferencing, and other office technology.
• Install, diagnose, repair, maintain, and upgrade organizational technology.
• Provide support and training for Foundation staff and LLC's.
• Answer, evaluate, prioritize, and escalate support requests for user problems with hardware, software, and networking.
• Monitor helpdesk tickets and respond to user issues, evaluating severity and priority of each request.
• Provide initial troubleshooting for hardware, software, and network issues, escalating unresolved issues as necessary.
• Maintain IT security best practices for accounts, sites, and employee information.
• Implement and enforce security protocols and policies, monitoring for breaches and vulnerabilities.
• Educate staff on security best practices and phishing awareness.
• Provision, install, troubleshoot, and maintain Mac/Windows/mobile hardware and software.
• Set up and configure new hardware and install software applications.
• Provide technical support for audio-visual equipment, web conferencing tools, and phone systems.
• Conduct training sessions on using digital whiteboards and presentation systems, providing user guides and documentation.
• Provide remote assistance for foundation staff, troubleshooting connectivity and remote access issues.
• Maintain an accurate inventory of IT assets and track software licenses for compliance.
• Assist with software and hardware procurement, coordinating with vendors and suppliers.

Requirements

• High School diploma required; Associate's or Bachelor's degree in computer science preferred.
• Minimum 5 years of experience in IT support, help desk, or related support environments.
• Minimum 3 years of experience with MS Office Suite in a mixed platform environment (Mac and PC).
• Minimum 3 years of experience with both Mac and Windows operating systems and related hardware.
• Minimum 2 years of experience in hardware maintenance for AV (audio visual) hardware.

Nice-to-haves

• Experience in a non-profit environment.
• Strong interpersonal and communication skills.

Benefits

• Full benefits package including health insurance, paid holidays, and professional development opportunities.