IT Support Technician

Job Description

Job Description

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary

A device that will not connect. A system that will not load. A keycard that stops working at a shelter entrance at eleven at night. In a multi-site homeless services organization these are not minor inconveniences. They are operational disruptions with real consequences for staff and for the people they serve.

The IT Support Technician is on the front line of preventing them. This role installs and maintains hardware and software across Mac and PC platforms, resolves support requests from staff across every HTM location, troubleshoots networks, printers, cameras, and alarm systems, issues and administers access control keycards, and provisions and removes system access as employees are hired and separated. It maintains the equipment inventory so staff are never waiting on a device.

The standard is the department's standard: eliminate technology risk before it becomes disrupted. Problems get solved efficiently and under pressure, because the environments this role supports do not slow down for technology failures.

Primary Duties and Responsibilities

Technical Support

• Respond to and resolve technical support requests from staff across all HTM locations within established response timeframes.

• Document all support requests, actions taken, and resolutions in the ticketing system.

• Prioritize a high volume of concurrent requests and escalate time-sensitive issues to the IT Manager without hesitation.

• Travel to HTM sites to resolve issues that cannot be addressed remotely.

• Provide basic technology orientation and guidance to staff on supported systems and devices.

Hardware and Software Support

• Install, configure, maintain, and troubleshoot hardware and software across Mac and PC platforms.

• Deploy, enroll, and manage devices through mobile device management and Apple Business Manager.

• Troubleshoot printers, cameras, alarm systems, and network connectivity at HTM sites.

• Perform routine system maintenance, patching, and backup verification tasks as directed by the IT Manager.

• Apply configuration and security standards set by the IT Manager to all deployed devices.

Access Control and Account Administration

• Issue, audit, and manage access control keycards and maintain accurate records of all cards and access activity.

• Assign access control levels according to the standards and approvals set by the IT Manager.

• Provision system accounts, email, and application access for new employees within established onboarding timeframes.

• Remove system access and recover keycards and equipment at separation within required timeframes, in coordination with Human Resources.

• Serve as the first point of contact for time-sensitive access control needs and escalate emergency situations to the IT Manager promptly.

• Support periodic access reviews and produce access reports as requested.

Equipment and Inventory

• Maintain accurate inventory of IT equipment including laptops, mobile devices, cameras, printers, and security systems.

• Track equipment assignment by employee and site. Reconcile inventory on a defined cycle.

• Prepare and stage equipment for new hires, new sites, and replacement cycles.

• Identify equipment shortages and communicate purchasing requirements to the IT Manager.

• Prepare end-of-life equipment for disposition, including secure data removal before disposal or donation.

Vendor and Project Support

• Coordinate day-to-day service requests with third-party vendors for hardware, cameras, alarms, and connectivity.

• Verify vendor work is completed as scoped and report discrepancies to the IT Manager.

• Support IT project implementation and technology setup for new site openings and de-mobilizations.

Security and Compliance

• Handle participant and employee data in accordance with HTM privacy and HIPAA requirements.

• Report suspected security incidents, phishing, and data exposure to the IT Manager immediately.

• Follow all information security policies and acceptable use standards.

• Complete hazard corrections assigned by Risk and Safety within the assigned completion date.

• Report all incidents, injuries, and unsafe conditions to the IT Manager promptly.

Marginal Functions

• Support after-hours and weekend coverage for time-sensitive access control and system issues on a rotating basis.

• Assist with equipment logistics for organizational events.

• Perform additional duties as assigned by the IT Manager.

Skills

• Installs, maintains, and troubleshoots hardware and software across Mac and PC platforms with accuracy and efficiency.

• Manages access control systems with precision, timeliness, and strict adherence to security protocols.

• Identifies and resolves technology problems calmly and efficiently under pressure in fast-paced, multi-site environments.

• Communicates technical information clearly and patiently to non-technical staff at all levels.

• Prioritizes a high volume of concurrent requests and recognizes what must be escalated.

• Maintains accurate inventory and access records without gaps or lapses.

• Handles confidential participant and employee data with consistent discretion.

• Coordinates with third-party vendors to resolve issues and follows work through to completion.

• Demonstrates manual dexterity and hand-eye coordination for hands-on hardware work.

• Works collaboratively across departments and adapts readily to changing technology needs.

• Proficient in Apple Business Manager, Jamf MDM, Ubiquiti Cloud Network, Microsoft Office, and Google Workspace.

Qualifications Requirements:

• High school diploma or equivalent required. Associate's degree in information technology, computer science, or a related field preferred; equivalent experience accepted.

• Minimum two years of hands-on IT support or systems administration experience required.

• Experience with Mac and PC environments required.

• Proficiency with Apple Business Manager and Jamf MDM required.

• Proficiency with Ubiquiti Cloud Network required.

• Experience troubleshooting printers, security cameras, and network connectivity preferred.

• Experience with access control platforms preferred.

• CompTIA A+ certification preferred.

• Bilingual in English and Spanish preferred.

Mandatory Requirements:

• Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.

• Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.

• Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.

• Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.

• Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

Physical, Demands, Environmental Conditions, Equipment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The employee is required to: walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; handle, finger, grasp and feel objects and equipment; reach with hands and arms; be mobile by moving oneself from place to place quickly and easily; repeat various motions with the wrists, hands, and fingers; be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; ability to lift up to 25 lbs.; communicate, receive and exchange ideas, information by means of the spoken and written word; drive vehicles in and around Los Angeles County; be able to enter various buildings that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office machines. Complete all required forms in personal writing.

Work Environment

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The employee may experience a number of unpleasant sensory demands associated with the participants’ use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure or in crisis intervention.

EEO: HTM (Hope the Mission) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HTM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training.

HTM will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HTM is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing’s Fair Chance Act webpage.

Full-time position; M-F, 8:00am - 4:30pm.