IT Services Coordinator at Ministerial Association of California Counties ("MACC")

Overview:TheLevel 1 IT Helpdesk Techwill work closely with our staff and Managed Service Provider (MSP), assisting with new technology projects and support. Our MSP provides Proactive Maintenance and Monitoring of Desktops, Laptops and Servers,Unlimited Help Desk Support, andComprehensive Account Management. The person in this position will be an "insider" with our staff, guided and supported by our MSP, assisting with basic troubleshooting, equipment inventory management, and support with issues that cannot be resolved remotely. Training is available through our MSP to facilitate the L1s growth into an L2 or other role.

Expected Hours:Part-time (20-25 hours/week). Monday-Friday with schedules between 9am and 5pm. Occasional scheduled overtime, evenings, and weekends as needed.

Main Work Location:Reports to our Administration office a minimum of 4-5 days per week.

Local Travel:Regular travel during the workday to offices throughout Southern California. A company vehicle is provided.

Overnight Travel:Occasional company-paid overnight travel (company vehicle and company-paid overnight accommodations provided) up to approximately 10 days of the year to set up and maintain technology at our worksites throughout the state of California.

Essential Functions
Service Desk Support

• Provide end-user technical support to all staff
• Troubleshoot technical issues, including hardware, with the support of Tech Impact
• Perform basic system administrator functions such as network user creation and password resets
• Escalate issues quickly and efficiently in accordance with established timelines
• Provide proactive maintenance on client workstations as directed
• Travel onsite to resolve issues that cannot be resolved remotely

Customer Service

• Respond to customer issues and challenges without manager supervision
• Maintain strong customer service skills when dealing with staff
• Advise Tech Impact Account Management ofsupport or reoccurring technical issues

Requirements

• Excellent customer service skills
• Excellent troubleshooting techniques
• Excellent communication skills including the ability to translate technical information to non-technical users, and the ability to interact and support different levels within the organization
• Effective analytical and creative problem-solving skills
• Excellent attention to detail and accuracy; extremely motivated and results-oriented with outstanding organizational and communication skills
• Excellent discretion and ability to handle confidential information
• Proficiency in PCs and Microsoft Office Suite
• Strong organizational skills
• Familiarity with or desire to work in homelessness or human services
• Experience or desire to work in a fast-growing nonprofit environment
• Ability to work well independently and as part of a team
• Ability to handle pressure and multiple projects simultaneously, and to manage work under tight deadlines
• Ability to work well with people from diverse backgrounds with varying degrees of experience
• Must be able to pass a background check and drug screeningat the time of hire and randomly throughout employmentin accordance with local laws/regulations
• Must be authorized to work in the United States for any employer
• Available for occasional scheduled overtime, evenings, and weekends.

Will be required to drive a company vehicle to transport equipment. For insurance purposes, drivers must be at least 18 years of age, have a valid CA Drivers License, and must pass a Motor Vehicle Report

Nice to Have

• Experience in cloud-based technology such as Office 365