Information Technology Support Specialist

Job Title

Provides responsive, professional technology support to organization staff by troubleshooting hardware, software, network, cloud, mobile, security, and access-related issues. Supports reliable, secure, and efficient use of organization technology across office, hybrid, remote, and multi-site work environments. Assists in the fulfillment of the Organization's vision and mission.

Regularly travels between Fresno EOC facilities, program/work sites, and event locations is required to install, maintain, troubleshoot, repair, deploy, inventory, and support technology equipment and services. Responsible for timely in-person response to technology support needs at multiple locations. Responds to staff requests for technical assistance by phone, remote support tools, ticketing system, email, or in person; provides timely, courteous, and effective customer service. Installs, configures, maintains, troubleshoots, and supports desktops, laptops, tablets, mobile devices, printers, scanners, peripherals, operating systems, productivity software, approved applications, and related technology equipment. Creates, updates, prioritizes, resolves, documents, and monitors service requests using the organization's IT service management system; escalates complex issues when appropriate. Performs basic system, network, and endpoint analysis to identify root causes, restore service, reduce recurring incidents, and support reliable organization operations. Assists with configuration, monitoring, and support of network and infrastructure components, including switches, routers, wireless access points, firewalls, cabling, internet connectivity, VPN or remote access tools, servers, virtualization platforms, and cloud-connected systems. Supports telecommunications and collaboration systems, including phone systems, voicemail, video conferencing, shared workspaces, messaging tools, and other organization-approved communication platforms. Prepares help desk, incident, asset, inventory, system performance, and service trend reports as requested. Coordinates with software, hardware, telecommunications, cloud, and managed service vendors to troubleshoot issues, request service, validate repairs, track warranty support, and resolve defective product concerns. Assists with technology procurement activities, including preparing specifications, reviewing quotes or bids, receiving equipment, maintaining inventory records, deploying hardware and software, and supporting lifecycle replacement planning. Writes, updates, and maintains user guides, technical procedures, knowledge base articles, standard operating procedures, and support documentation. Develops and provides user training on computer operations, cybersecurity awareness, email security, collaboration tools, cloud storage, mobile devices, video conferencing, accessibility features, and organization-approved software or automation tools. Supports user account lifecycle activities, including onboarding, account changes, password resets, multifactor authentication, single sign-on troubleshooting, role-based access, and timely removal or modification of access in coordination with Human Resources and program leadership. Assists with endpoint management activities, including device enrollment, imaging or provisioning, patching, software deployment, compliance monitoring, encryption awareness, replacement, decommissioning, surplus preparation, and secure disposal. Follows and promotes cybersecurity and privacy best practices, including secure password practices, phishing awareness, data protection, least-privilege access, acceptable use, incident reporting, and proper handling of confidential or sensitive organization information. Pick up, transport and deliver equipment as needed. Travels for work related business using personal/organization vehicle. Maintains regular attendance and punctuality. Works evenings and weekends as required. Performs other duties as assigned.

To execute this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. High school diploma or GED. Trade or Associate of Science degree in Computer Science or Information Technology, or equivalent combination of technical training and experience in network administration. Working knowledge of computer hardware, operating systems, productivity applications, cloud-based collaboration tools, mobile devices, networking fundamentals, cybersecurity practices, identity and access management, endpoint management, and help desk ticketing systems. Minimum of two years of related experience providing IT support in a business, nonprofit, education, government, healthcare, or multi-site environment. Proficient in Microsoft Office Suite, cloud applications, and business software. Effective written, verbal and customer service skills. Ability to maintain confidentiality, exercise sound judgment, follow security procedures, manage competing priorities, work independently and collaboratively, and provide professional support to staff across departments and locations. Strong written, verbal, and presentation skills; ability to communicate technical concepts to non-technical audiences. Willingness to work flexible hours to meet operational needs. Maintain a valid California driver's license, reliable transportation, and auto insurance in compliance with state law, and meet the organization's insurance requirements for operating organization vehicles.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to handle or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.