IT Help Desk II (Hybrid)

Community Housing Works; San Diego (CA); Hybrid; USD 41,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental and Vision Plan

401(K) with company matching

Life Insurance

Disability coverage

Flexible Spending Account (FSA)

Responsible Time Off (RTO)

12 Paid holidays

Hybrid Workplace

Wellness and Work Life Balance

Professional Development

EAP

Free Gym Access

Company-Wide Events

Job summary

Community HousingWorks seeks an IT Help Desk II to provide end-to-end technical support across corporate and remote locations, with device provisioning, and systems administration. You will manage SSO, MFA, licensing, and cloud identity services, while ensuring security and device compliance.

You will travel up to 25% to CHW communities for on-site support and contribute to knowledgebase development, asset tracking, and onboarding/offboarding tasks in a collaborative team setting.

Qualifications

• Three to five years of Computer Systems administration & support in a Windows/Microsoft 365 environment.
• Minimum 1-2 years using Mobile Device Management (MDM) platforms for zero-touch provisioning, app deployment, OS patching, and compliance policy enforcement.
• Proven experience managing user accounts, licensing, MFA, and access controls within cloud identity systems.
• Direct experience troubleshooting site-level hardware, printers, LAN/WAN, and cloud voice/UCaaS platforms.
• Asset & Ticket Lifecycle: Track hardware inventories in ITAM/HRIS tools and manage tickets against SLAs.

Responsibilities

• Deliver Tier 1 and Tier 2 technical support via chat, email, phone, and ticketing while meeting SLAs.
• Travel up to 25% to CHW communities for IT support, break-fix, and maintenance.
• Create and update knowledgebase articles and internal IT documentation to streamline resolutions.
• Manage end-to-end device lifecycles via deployment, patch enforcement, and asset mgmt.
• Administer user access, SSO, MFA, and licensing across cloud identity platforms.
• Assist with infrastructure modernization projects and security remediation.

Skills

Technical support

IT troubleshooting

Customer service

Documentation

Network basics

SSO/MFA

Device lifecycle

Education

Windows/M365 admin experience

Tools

Intune

Azure AD

M365 Admin Center

Job description

Improve Lives, Communities, and Yourself With a Challenging and Rewarding Career at CHW

Here at Community HousingWorks, we know the dedicated work of our staff makes it possible to achieve our mission and our vision of "We Build Futures." We honor that by providing our staff the resources and support to thrive, grow and develop professionally as they also "Build Futures" for themselves. Our teams have expressed passion, grit, and a shared commitment to transformational change.

Through our work we are changing lives. Joining CHW will change yours.

CHW offers employees generous benefits, including:

• Medical, Dental, and Vision plans
• 401(k) with company matching contributions
• Responsible Time Off (RTO)
• 12 paid holidays for all staff
• Opportunities for professional development
• Life, short-term disability, and long-term disability insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Free gym access
• Opportunities for paid time for volunteering
• Premium access to the Calm app

CHW understands that our team members are whole people with identities outside of work. We aim to support the whole person while appreciating the work they do for us.

Flexible work place that enables team members to integrate work and life

Responsible time off (RTO) policy where all employees have the flexibility to take time off as needed

Opportunity for paid volunteer time where team members are encouraged to dedicate some work hours to assisting their communities

Company-wide events that provide space and time during work hours for employees to connect

Internal programs that work to foster mutual respect, caring & appreciation with a sense of belonging for all

Position:IT Help Desk II (Hybrid)

Location: San Diego, CA

Job Id:224

# of Openings:1

The IT Support Specialist provides end-to-end technical support, device provisioning, endpoint & productivity systems administration across the corporate user base and remote property locations. This role ensures secure, reliable user operations while maintaining system health, device compliance, and problem/service request resolution. Carries some administrative responsibilities for IT management platforms, networks/wifi, and cybersecurity.

Role & Responsibilities:

• Deliver Tier 1 and Tier 2 technical support for corporate and remote site staff across chat, email, phone, and ticketing channels, meeting defined SLAs.
• Ability to travel up to 25% of the time to CHW communities for IT support, break-fix, and maintenance
• Create and update knowledgebase articles, self-service guides, and internal IT documentation to streamline issue resolution
• Manage end-to-end device lifecycles via device management platforms, automated deployment, and patch enforcement across laptops, mobile devices, and peripherals
• Maintain asset tracking within asset mgmt. systems and sync hardware assignments with HRIS workflows during onboarding and offboarding.
• Lead user onboarding IT orientation and offboarding access revocations, ensuring secure asset recovery.
• Administer user access, single sign-on (SSO), multi-factor authentication (MFA), and licensing across cloud identity platforms, productivity suites, and core SaaS applications.
• Manage corporate meeting room technology, dynamic digital displays, and workplace AV systems to ensure they are operational for seamless staff collaboration.
• Addresses basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to resolve network connectivity issues
• Basic administration and troubleshooting of IP-based phone system, switches, routers, and access points (Add/Remove users, configure notifications, etc.)
• Participation in projects including hardware, software refresh, inventory, deployment, and patch management
• Work in a team environment with second and third level team members to achieve the goals of the organization
• Participate in infrastructure modernization projects, hardware refresh cadences, and security compliance remediation.

Education and Experience:

• Three to five years of Computer Systems administration & support in a Windows/Microsoft 365 environment (required)
• Minimum 1-2 years using Mobile Device Management (MDM) platforms (e.g., Intune, Autopilot) for zero-touch provisioning, application deployment, OS patching, and compliance policy enforcement.
• Proven experience managing user accounts, licensing, multi-factor authentication (MFA), and access controls within cloud identity systems (Entra ID / Azure AD, Microsoft 365 Admin Center, SaaS tools).
• Direct experience troubleshooting site-level hardware, printers, local networks (LAN/WAN, Wi-Fi access points, switches), and cloud voice/UCaaS platforms.
• Asset & Ticket Lifecycle: Track record of maintaining hardware inventories in ITAM/HRIS tools and managing ticket queues against established SLAs.

Physical Abilities:

The physical abilities to perform tasks may require prolonged sitting, standing and/or moving. Employee positions self to install equipment, including under desks.

Moves throughout the office spaces, outdoor spaces and building to access areas of service/installation.

Moves equipment weighing between 20-40 pounds without assistance. Moves more than 40 pounds with assistance.

This role requires inspection of sites and areas at varying degrees of distance.

The noise and climate level in the work environment varies depending on the work site, including outdoor work environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the roles and responsibilities of this position.

Compensation:

It may vary based on skills, experience and qualifications

Hourly Wage: $30.00 -$33.50

CHW offers employees generous benefits, including:

• Medical, Dental and Vision Plan
• 401(K) with company matching contributions
• Life Insurance, Disability coverage is available in both short-term and long-term options, depending on your location and eligibility.
• FSA (Flexible Spending Account)
• Responsible Time Off (RTO)
• 12 Paid holidays
• Hybrid Workplace
• Wellness and Work Life Balance
• Opportunities for Professional Development
• EAP (Employee Assistance Program)
• Free Gym Access
• Company-Wide Events

Community HousingWorks is an Equal Opportunity Employer

Community HousingWorks is an equal opportunity employer and is committed to creating a diverse and inclusive company culture, CHW does not discriminate against candidate and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

At CHW, we value creating a work environment that respects and includes differences, recognizing the unique contributions that each individual can make that can maximize the potential of all staff. CHW encourages belonging through expressions, thought and innovation.