100% on site

@ Landcaster office (43850 10th St W, Lancaster, CA 93534)

Training would take place in Chatsworth. Will be reimbursed for mileage during training. ($/ hr TBD)

PAY

Hourly rate: $29.62.

3-6months with temp /temp to hire

MUST-HAVES**

-experience in setting up profiles (both wired and wireless)

-cloud-based software/programs

-Office 365

-Azure (Deal-Breaker)

WHAT WILL YOU DO?

Provide useful technical support over the phone, via email and in person to resolve issues
involving applications, computer hardware, printers, mobile devices, VOIP Phones, VPN and basic
network access while focusing on customer service.

Also serve as a single point of contact and primary escalation point of IT Specialist I technicians. The position is also a backup for the Technical Support Engineer and will assist in special projects for the Information Technology
department. In addition, provide advance technical support for the IBM iSeries environment.

SUPERVISION: Receives general supervision from the IT Operations Manager.

EXAMPLES OF DUTIES:
1. Diagnose and resolve a wide range of Level I/II technical issues related to Microsoft 365
including MS Teams, OneDrive, IBM iSeries, Azure Virtual Desktop, Audio/Video, VOIP,
Network, Virtual Private Network (VPN) and Internet.
2. Research complex technical problems and ensure that notifications and status updates are
accurate and that procedures are followed.
3. Ensure that IT tickets are being closed in a timely fashion and understands business
processes so that tickets are being prioritized correctly.
4. Track and confirm problem resolution of IT Tickets through the Helpdesk ticket system.
Determine when it is necessary to escalate an issue higher level Tiers or to manufacturer’s
Technical Assistance Centers (TAC).
5. Develop knowledge articles for users and technical staff with straightforward content and
fulfills company standards and audience goals.
6. Support the inventory application and its processes.
7. Provide backup for the Technical Support Engineer with projects and other functions.
8. Respond to security incidents, review logs, and escalate suspicious activity.
9. Provide support to the Azure, Intune, Active Directory and Exchange environments.
10.Assist in supporting Windows servers and be able to perform server-based functions such
as creating/modifying network printers, stop/start local server services, and others.
11.Locate files and restores from backups as required.
12.Be proficient in new technologies being introduced to NLACRC at a level to support and
train others to support these technologies.
13.Participate in related special projects and meetings, assist in research and design, testing,
implementation and most critically, post-implementation support.
14.Ability to support of networks, patch panels, network cabling and network switches to
assist troubleshooting when needed by the System Administrator or Technical Support
Engineer.
15.Must be able to work occasional nights, weekends, and holidays and be on-call for
emergencies. Must be able to travel between company locations.
16.Other duties as may be needed or assigned.

Knowledge: Senior level Microsoft support skills and experience with Helpdesk Ticket
Systems, Active Directory, Single Sign On (SSO), Multifactor Authentication (MFA),
Exchange Server, Endpoint Security Software, Virtual Private Networks (VPN), Cloud
Backups, SANDIS (iSeries), SharePoint, SQL.

Working knowledge of Lenovo laptops, MS
MS Intune a plus. Overall good technical knowledge.

Skills:

-Able to understand the problem and communicate the solution effectively.

-The successful candidate must also be customer-oriented with patience to deal with difficult
customers.

-Possess the capability to troubleshoot problems in a fast-paced environment.
-Must have excellent English oral and written communication with the ability to convey
technical information, both verbal and written, to a wide range of end-users.

-strong organization skills and ability to multi-task and prioritize effectively.

-Ability to participate as part of a team of technical and non-technical personnel. Ability to create processes that
can be followed by others.

-strong customer service skills with good judgment and critical thinking skills.

Education & Experience: Any combination equivalent to or likely to provide the required
knowledge and skills is qualifying. A typical way to obtain the knowledge and skills would
be: High School Diploma, GED or Equivalent required.
Two (2) years college with coursework in Computer Science or Business Administration
preferred. Two (2) years’ experience working in a technical environment in a Level II role
supporting a Mid-Market organization of 250+ or a large complex Information Technology
Department. Demonstrated skills in problem analysis and resolution. Microsoft
Certifications preferred. Non-profit experience a plus.

A valid California Driver's License and transportation, or acceptable substitute, required for
this position.

This position is non-exempt.