IT Specialist II - Job# 129

North Los Angeles County Regional Center “NLACRC” is a private, non-profit agency that is contracted with the State of California, Department of Developmental Services, to provide services to individuals with intellectual and developmental disabilities. NLACRC is one of the largest regional centers in California and has proudly served the San Fernando Valley, Santa Clarita Valley, and Antelope Valley since 1974. We serve individuals across the lifespan from infants and toddlers, school age children, transition-age youth, to adults and aging adults.

Supervision 

Receives general supervision from the IT Supervisor.

Department and Location: AV -  IT Technology

Provide technical support over the phone, via email and in person to resolve issues involving applications, computer hardware, printers, mobile devices, RingCentral functionality troubleshooting, VPN, and basic network access while focusing on customer service. In addition to resolving daily Help Desk issues, this position will be assisting other IT functions with special projects and assignments as directed by the IT Supervisor and/or IT Director.    

• Identifies and diagnoses Level I/II problems for laptop or desktop users, Microsoft Office, Therefore (EDMS), Sandis, Zoom, Scrive, Adobe, Audio/Video Conferencing, RingCentral functionality troubleshooting, Network Connectivity, VPN, various hardware and email technologies.  
• Troubleshoot complex technical problems. 
• Maintain compliance with established SLA’s
• Ensure that notifications and status updates are accurate, and that procedures are followed and updates, as necessary. 
• Ensures that tickets are prioritized in accordance with business needs and are being closed in a timely manner. 
• Develops knowledge articles and videos for the users and other team members. 
• Supports the inventory application and processes. 
• Responds to security incidents, reviews logs, and escalates suspicious activity.  
• Provides basic support to the Azure, Intune, Active Directory and Exchange environments and escalate issues to the lead IT specialist as necessary. 
• Under the guidance of the lead IT specialist and IT Operations team to perform basic server-based functions, such as creating/modifying network printers, stop/start local server services, and others. 
• Learn new technologies being introduced to NLACRC at a level to resolve issues and teach others to support these technologies.   
• Participates in related special projects and meetings, testing, implementation, and post-implementation support. 
• Ability to provide basic network troubleshooting before escalating to the Lead IT specialist. 
• Must be able to work occasional nights, weekends, and holidays and be on-call for emergencies. Must be able to travel between company locations. 
• Other duties as required. 
• Must be available to support On-call CSC’s on the weekends and the board meetings and VAC meetings as needed.
• Enhance professional knowledge and skills through ongoing education and hands-on experience.
• Other duties as required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  

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.  

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 Azure and MS Intune a plus. Overall good technical knowledge.

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.

Valid California Driver’s License and reliable transportation, or acceptable substitute, required.  

NLACRC values the professional development of staff! Variety of career paths for entry level management positions for those seeking leadership opportunities in the social services field.  

At NLACRC, we value and celebrate diversity! In September 2021, NLACRC launched an initiative to enhance and strengthen our commitment to diversity and belonging.