IT Support Analyst

COMPANY DESCRIPTION:

Union Rescue Mission (URM) is a 501(c)(3) nonprofit organization located in the Los Angeles Metropolitan Area. We are dedicated to serving men, women, and children experiencing homelessness and providing comprehensive emergency and long-term services to help them escape the dangerous streets of Skid Row. Established in 1891, URM is now one of the largest rescue missions of its kind in the United States and the oldest in Los Angeles. Join us at Union Rescue Mission as we bring hope and share the compassion of Christ to those devastated by homelessness.

POSITION SUMMARY:

The IT Support Analyst will provide help desk support, PC repairs and upgrades, installation of peripherals (printers, scanners, cameras, smart phones, wireless AP, etc.), diagnosis and resolution of hardware and software issues for the purpose of improving user and departmental productivity, security, efficiency, and connectivity. Supports URM staff with computer and telephone related instruction, set-up, and maintenance. Set up desktops, telephone, and related electronic equipment, as needed.

CORE WORK PRINCIPLE:

Colossians 3:23 is the foundation of URM’s standard for employment, “Whatever you do, work at it with all your heart, as though you were working for the Lord and not for people.” The goal for each employee is to enrich and sustain a humble heart attitude; to enrich and sustain a mindset of serving others, treating them with kindness and truth; and to enrich and sustain a zealous desire for achieving work objectives without any ulterior motives or agendas.

ESSENTIAL FUNCTIONS:

Supports URM staff with computer and telephone related instruction, set-up, and maintenance. Set-up desktop, telephone, and related electronic equipment, as needed.

• Provide IT Helpdesk support and manage requests workflow.
• Administer and maintain staff ID badge system and door access control system.
• Configure/install/troubleshoot Unifi switches.
• Perform software and hardware installation, maintenance, and upgrades.
• Purchase IT related items, as needed.
• Administer telephone system including phone / voicemail / fax adds, moves, and changes.
• Assist in maintaining Active Directory and Office 365 including creation of new user accounts and user groups.
• Monitor desktop Antivirus system.
• Provide training for the various software and hardware products used.
• Install, diagnose, maintain, and troubleshoot network and telephone cabling.
• Travel to Sylmar, South Central Los Angeles, Covina, Whittier, and Torrance locations to meet accountabilities, as required.
• Conduct tasks and projects assigned by the Director of Technology.
• Commitment to URM mission, vision, and core values.
• Encourage guests in their faith and growth in Jesus Christ.

PHYSICAL DEMANDS:

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job.

• Required manual dexterity for occasionally reaching and lifting small objects, and operating office equipment.
• Must be able to lift at least 25 lbs.

WORK ENVIRONMENT:

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job within the environment.

• The office is clean, orderly, properly lit, and ventilated.
• Noise levels are considered low to moderate.

EXPERIENCE, EDUCATION AND LICENSURES:

• High school diploma or equivalency.
• Two years prior related experience.
• A+ and/or NET+ certification (or demonstrated equivalent skills).
• Microsoft Certified Professional, required.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to communicate both orally and in writing.
• Good working knowledge of Windows 11, Server 2012/2016, RingCentral UCaaS, IBM MaaS, and Microsoft 365.
• Good working knowledge of Microsoft Office products.
• Good organizational and project management skills.
• Ability to solve practical problems and conduct responsibilities under minimal supervision.
• Strong customer, quality, and results focus.
• Ability to interact effectively at all levels and across diverse cultures.
• Ability to be an effective team member.
• Ability to adapt as the external environment and organization evolves.

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