IT Helpdesk Technician chez undefined

The San Diego Workforce Partnership is the leader for innovative workforce solutions in San Diego County. We fund and deliver job training programs that enable all job seekers to develop the skills and knowledge needed for in-demand careers. Our vision is that every business in our region has access to a skilled workforce, and every job seeker has access to meaningful employment. We seek to earn trust and inspire growth in every action we take. 

Position Summary

The IT Help Desk Technician role provides frontline IT support by responding to user inquiries, troubleshooting hardware and software issues, and escalating complex problems as needed. It involves maintaining and installing computer systems, and peripheral devices. The position monitors computer system performance and ensures optimal functionality. The individual collaborates with IT staff and manages user accounts and services and stays updated on technology trends.

Essential Functions    

1. Assists users by answering questions and providing support in a timely manner.
2. Provides problem resolution, reassigning or escalating advanced inquiries to the appropriate technician or staff.
3. Records data required to analyze problems and track them to final solution.
4. Presents problems related to IT and help desk activity for management review and action.
5. Identifies, investigates, and resolves user problems with computer software and hardware.
6. Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
7. Consults with users to determine steps and procedures taken to identify and resolve the problem.
8. Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
9. Collaborate with IT staff to explain errors and/or recommend modifications in programs.
10. Arrange service by software or hardware vendors to repair or replace defective products.
11. Maintains knowledge of technology innovations and trends.
12. Installs and maintains peripheral devices including printers, hubs, and other equipment.
13. Communicate with end users to understand and troubleshoot problems.
14. Maintains user accounts and access as well as assignment of application licenses.
15. Collaborate with the Manager of Information Technology to review and analyze hardware and software needs; recommend changes.
16. Perform other related duties as assigned. 

Fundamental Job Requirements  

• Associate’s degree in information technology, computer science or related field.
• Two to four (2-4) years of experience in customer technical support.
• Proficiency in troubleshooting Windows and Microsoft 365 environments.
• Experience supporting network connectivity, and peripheral devices.
• Familiarity with ticketing systems and remote support tools.
• Basic understanding of cybersecurity best practices.
• Troubleshooting hardware issues.
• Ability to install, configure, and update software and drivers

Desired Requirements

• Bachelor’s degree in information technology, Computer Science or related field.
• Knowledge of CalJOBS system.
• CompTIA A+, Network+, or Security+.
• Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation certification.
• Prior experience supporting a government, nonprofit, or workforce development organization.

Our Values 

Collaboration:  

Engaging in inclusive, respectful relationships among colleagues, customers and community that foster the achievement of shared goals.  

Excellence:  

Driving quality, innovation and measurable outcomes through a customer-centered focus and a high-performance culture.  

Stewardship:  

Strategic, efficient, effective use of resources to meet the evolving needs of our customers and community with the highest levels of integrity.  

Inclusion:  

Taking responsibility for creating a culture where everyone is welcomed, heard, valued and empowered to fully participate and reach their full potential.   

Equity:  

Prioritizing those who have been systemically denied opportunity through policies, priorities, practices, and behaviors that result in access to opportunity for ALL colleagues, customers, and communities.  

We Love to Take Care of Our Workforce Associates–

We offer a great work environment, a culture that values individuality and inclusion, collaborative and innovative teams, and a competitive pay and benefits package. Our benefits include PTO, PTO sell-back program, generous employer-paid benefits (platinum plans), company-paid learning and professional development program, pension plan and 457 retirement plan additional employee wellness. Compensation for this position ranges from $25.75-$36.05.

In the spirit of pay transparency, we are excited to share the base salary range for this position. If you are hired at San Diego Workforce Partnership, your final base salary (within the pay range), will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer generous benefits and retirement plans.

At the Workforce Partnership, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, and the work that we do in the communities we serve. We are proud to be an equal opportunity workplace for all. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. Auxiliary aids and services are available upon request to individuals with disabilities. 

San Diego Workforce Partnership is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state, or local law.