IT Specialist

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

When technology fails at HTM, staff cannot do their jobs and the people being served feel it. A device that won't connect, a system that won't load, an access control failure at a shelter entrance — these are not minor inconveniences in a multi-site homeless services organization. They are operational disruptions with real consequences. The IT Specialist is on the front line of preventing them.

Reporting to the IT Manager, the IT Specialist is responsible for the hands-on execution of HTM's technology operations. This includes installing and maintaining hardware and software across Mac and PC platforms; performing routine system audits and server administration; troubleshooting networks, printers, cameras, and alarm systems; managing employee access control including keycard issuance, onboarding, offboarding, and access level management; supporting IT project implementation; tracking performance indicators; and coordinating with third-party vendors on security systems. Time-sensitive issues are escalated to department leadership promptly. Travel across HTM locations is a regular part of the work, and flexible hours including evenings and weekends are required.

The standard is the same as the department's: eliminate technology risk before it becomes disruption. Systems are audited on schedule. Inventory is maintained so staff are never waiting on equipment. Security gaps are identified and remediated. Problems are solved efficiently under pressure, because the environments this role supports do not slow down for technology failures.

Primary Duties and Responsibilities

Network and Systems Operations

• Maintain and improve essential IT operations including operating systems, security tools, applications, servers, email systems, Mac and PC laptops, desktops, software, and hardware.

• Perform server administration tasks including user and group administration, security permissions, group policies, print services, event log review, and resource monitoring. Ensure system architecture components work together reliably.

• Conduct routine and scheduled audits of all systems including backups.

• Develop and apply network troubleshooting strategies to reduce downtime and decrease maintenance costs.

• Build and maintain continuity plans to keep the network operational during disruptions.

• Lead remediation efforts for gaps in security and networking.

• Work with department managers to assess growth needs and ongoing maintenance requirements for the organization's network.

• Establish and follow an agile process for introducing new features and functionality, whether minor enhancements or larger projects.

Physical Security and Access Control

• Work in one or more access control platforms to manage employee access across HTM sites.

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

• Manage access control levels based on employee type and access needs.

• Oversee day-to-day maintenance and management of physical security operations systems.

• Assist in troubleshooting and vendor management related to video management systems and alarms.

• Serve as the primary contact for time-sensitive access control needs.

• Manage employee onboarding and offboarding from a systems access perspective.

Technical Support and Project Support

• Provide technical support to staff across HTM locations.

• Support the implementation of IT projects in alignment with organizational and IT strategy.

• Define, track, and communicate IT key performance indicators including business results achieved through technology.

• Prioritize workload across open work orders and escalate emergency situations or time-sensitive issues to department leadership promptly.

Equipment Support

• Provide hands-on support and troubleshooting for assigned hardware and technology products including MacBooks, iPhones, cameras, printers, and security systems.

• Maintain equipment inventory to ensure staff are never waiting on devices.

Secondary Duties

• 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.

• Performs server administration and network maintenance with attention to system integrity and security.

• 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 professionally with non-technical staff at all levels.

• Prioritizes a high volume of concurrent work orders and escalates time-sensitive issues without hesitation.

• Coordinates with third-party vendors to resolve security system issues and manage ongoing service relationships.

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

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

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

Qualifications

• 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.

• Proficiency in Apple Business Manager and Jamf MDM required.

• Proficiency in Ubiquiti Cloud Network required.

• Experience troubleshooting printers and security cameras preferred.

• CompTIA A+ Certification preferred.

• Experience with Mac and PC environments required.

• 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.

• Must have reliable transportation.

• Must have proof of vehicle insurance coverage.

• Must have a valid CA drivers license.

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.