IT Help Desk Technician

Illumination Foundation; Santa Ana (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an Associate IT Help Desk Technician to provide essential technical support to end-users. This role involves troubleshooting hardware and software issues, managing help desk tickets, and assisting with device provisioning. The ideal candidate will have experience in IT service desks and a solid understanding of various operating systems. This position offers a unique opportunity to contribute to a meaningful cause while developing your IT skills in a supportive environment. Join a dedicated team working towards disrupting the cycle of homelessness and make a difference in the community.

Benefits

Medical Insurance funded up to 91%

Dental and Vision Insurance

Life, AD&D and LTD Insurance funded 100%

Employee Assistance Program

$1,000 Tuition Reimbursement

401K with Company Matching

10 days holiday PTO/year

Paid vacation and sick days

Potential eligibility for PSFL

Qualifications

• 1 year of IT Service Desk experience required.
• Familiarity with ticketing systems and basic networking principles.

Responsibilities

• Provide frontline technical support to end-users.
• Assist with troubleshooting hardware and software issues.
• Install and update software as directed.

Skills

IT Service Desk experience

Communication skills

Basic computer networking principles

Troubleshooting hardware and software issues

Education

High School Diploma or equivalent

Tools

ITSM ticketing systems

MS Windows

Office 365

Android

MacOS

iOS

Job description

“Every person deserves compassion, dignity, and the safety of a place to call home.”

Homelessness is the largest social and public health crisis in California. Illumination Foundation (IF) is a growing non-profit organization dedicated towards disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services and children's and family programs. IF currently has 13+ facilities with 22+ micro-communities scattered across Orange County, Los Angeles County and the Inland Empire.

Job Description
The Associate IT Help Desk Technician is responsible for providing frontline technical support to end-users. This role assists with troubleshooting hardware and software issues, setting up devices, and ensuring basic IT services function properly. The technician will work under the guidance of senior IT staff and escalate more complex issues as needed.

The pay rate for this role is $20-$25.00 an hour.

Responsibilities

Help Desk Support

• Respond to incoming help desk tickets via email, phone, Teams, or web portals.
• Provide first-level troubleshooting for computers, printers, phones, and accessories.
• Escalate unresolved issues to senior IT staff or the IT Manager as needed.

Remote and On-Site Support

• Assist with IT support using remote access tools.
• Travel to sites on an as-needed basis for basic troubleshooting and equipment setup.

Software and Account Management

• Install and update software as directed.
• Assist in creating and maintaining Microsoft user accounts and access permissions.

Device Provisioning and Inventory

• Help provision and deploy devices to employees following established inventory protocols.
• Record and update inventory records for computers, printers, phones, and other IT assets.

General IT Support

• Provide basic IT guidance and training to end-users.
• Follow IT security protocols and ensure compliance with organizational policies.
• Participate in IT projects and initiatives as assigned.

Preferred Experience/Minimum Qualifications

Required:

• 1 year IT Service Desk experience. Familiar with ITSM ticketing systems. Basic working knowledge of MS Windows, Office 365, Android, MacOS, and iOS. Understand basic computer networking principles. Excellent oral and written communication skills are required. Ability to sometimes work with limited resources and tight deadlines. Able to maintain confidentiality and understand basic HIPPA rules.

Preferred:

• A+ and/or Network+ Certification. MS certifications such as Azure AD and cloud services.

Benefits:

• Medical Insurance funded up to 91% by Illumination Foundation (Kaiser and Blue Shield), depending on the plan.
• Dental and Vision Insurance.
• Life, AD&D and LTD Insurance funded 100% by Illumination Foundation.
• Employee Assistance Program.
• $1,000 Tuition Reimbursement/Professional Development Program.
• 401K with Company Matching.
• 10 days holiday PTO/year.
• Paid vacation and sick days.
• Potential eligibility for the Public Service Loan Forgiveness Program (PSFL) for federally qualified loans.