The Organization 

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.

The Position and Job Summary

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.

Employment Standards  

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

Education & Experience  

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.  

Skills and Abilities

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.

Essential Requirements  

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

NLACRC Offers an Excellent Benefits Package 

We offer employees a variety of health and dental plans:  

• Health Insurance - NLACRC pays the full cost of coverage for certain Medical plans for employee only. We also provide a generous contribution to additional plans that the employee may select for employee only or employee and dependents costs.   
• Dental Insurance – NLACRC pays the full cost of the Dental DMO Plan for employees and eligible dependents.  We also offer a Dental PPO plan with a low employee monthly contribution for employees and eligible dependents
• Pre-Tax Flexible Spending Account for eligible health care expenses
• Pre-Tax Dependent Care Flexible Spending Account for eligible dependent care expenses
• No cost Life, Accidental Death & Disability, Long Term Disability Insurance for employees   
• No cost Vision plan for employees and eligible dependents  
• Retirement plan - NLACRC is a member of CalPERS which is a defined benefit plan that provides a monthly retirement allowance for eligible employees
• NLACRC offers two (2) deferred compensation plans - 457 and 403(b)  
• Participate in the Public Service Loan Forgiveness program
• Paid Time Off – Eligible for 3 weeks of accrued vacation in the first year, 8 hours per month sick time, education, wellness, and sabbatical time
• Holidays – NLACRC offers 12 paid holidays throughout the year
• Most positions are offered a hybrid – remote option

Please note that benefit costs are pro-rated for part-time employees.

Professional Development Opportunities & Growth

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.  

Diversity, Equity, and Inclusion  

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

Compensation   

This is a non-exempt position.

Base Pay Rate / Salary Range Information

The actual amount offered within the posted salary/pay rate range will depend on a variety of factors, including degree obtained/education, experience, skills and abilities, and other relevant job-related factors. The lower end of salary range applies to candidates who meet minimum qualifications or have limited years of relevant experience; the higher end of range will apply to seasoned candidates with considerable years of direct relevant experience.

NLACRC is an equal opportunity employer. Further, NLACRC will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.