Full Job Description
JOB SUMMARY:

The Help Desk/IT Support Tier 1 Specialist will act as the primary escalated support representative in logging and responding to “customer”(staff/students) service requests and automated alerts. This person works on IT incidents that have a high impact on important systems or groups of users. This includes troubleshooting with other staff to solve more difficult technical issues escalated from our Help Desk support staff.

We have a total of 4 physical buildings(two in Koreatown, two in West LA) and two physical camp sites.(both in Malibu)

Please review our websites

www.wbtla.org

www.brawerman.org

www.wbtcamps.org

www.wbtecc.org

www.karshcenter.org

https://audreyirmaspavilion.org/

DUTIES and RESPONSIBILITIES:

• Diagnoses and solves local area and/or wide area network problems using standard troubleshooting tools and techniques. May work with wide area networks or be responsible for more than one local area network interconnected via a wide area network.(MPLS future SDWAN)
• Apply Patches and upgrades to desktops and laptops, either directly, or using “push” technology.
• Perform troubleshooting and research toward the resolution of technology-related problems for end-users.
• Provide first-line and escalated support for connectivity and standard applications.
• Identifies customer(student/staff) requirements by establishing personal rapport with potential and actual clients and other persons in a position to understand IT service requirements.
• Provide end user training working one-on-one, creating knowledge base articles, or small group training.
• Diagnose and solve problems for network and end-users.
• Prioritize incoming requests. Escalate problems (when required or appropriate) to other technicians.
• Record, track, and document help desk requests, including all successful and unsuccessful decisions made as well as actions taken through to final resolution.
• After-hours/weekend availability is expected.
• Other tasks or projects as assigned.

DESIRED SKILLS and EXPERIENCE

• Two-year AAS or equivalent IT-related education or equivalent work experience
• A+ industry certification.

Technologies we work with:

• Cisco IOS
• Meraki
• ESXi
• Windows Server 2012-2019 AD/DNS/DHCP/RADIUS/NPS
• UPS/PDU
• Apple OS
• Apple iOS
• Windows 10
• Avigilon Security System
• Symmetry
• Sonicwall
• GSuite
• Enterprise Level Copier/Printer technology
• MPLS/SDWan
• VOIP
• VEEAM
• Cisco Umbrella
• Jamf
• AV platforms
• MS Office Suite
• Various classroom applications/educational apps are installed on Apple devices.

Must-Have Attributes:

• Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
• Service Minded. You are driven to provide exceptional service.
• Flexible and capable and at ease managing changing priorities with a “can do” attitude.
• Investigative. You enjoy exploring new technology and system features, sharing them with others, and identifying patterns of issues/needs.
• Maintain good documentation. You understand that due to working with a variety of clients in different kinds of technological environments, you need to document client issues, needs, and records of work.
• Ability to work autonomously on assigned projects through completion.
• Timeliness and punctuality are essential.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• On call
• Weekend availability

COVID-19 considerations:
All staff are required to have their COVID 19 shots. Weekly testing and masked indoors.

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 3 years (Required)

Work Location: One location

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