Helpdesk Support Technician

The position of Helpdesk Support Technician will troubleshoot and solve application issues and respond to end-user calls and e-mails. This position will provide excellent customer service and communication skills to assist users and answer questions at various end-user skill levels.

End-User Assistance & Troubleshooting: Log all incidents and maintain the help desk ticketing system. Handle inbound calls and ensure customer satisfaction through the entire transaction. Respond to end-user calls and e-mails.

Assist with the setup of Desktop/Laptop accounts. Install and/or maintain printers, copiers, and other office equipment. Account for internal office equipment assigned to users.

Update cell phone accounts.

On-call/after-hours support may be required when necessary to perform high-risk or planned downtime of company systems for upgrades and maintenance. Scheduling is based on staffing. May be scheduled to work Saturdays, nights, or be on-call as a regular part of the job.

Systems Maintenance & Monitoring: Perform and monitor system backup and maintenance procedures under the supervision of the Systems Manager. Monitor the completion of automated system processes. Perform recovery procedures as directed.

Assist in IT special projects as time permits.

Duties and responsibilities are subject to change based on business needs.

- Experience with Microsoft Navision Dynamics and Raiser's Edge (preferred but not required).

- Experience with Windows 11 and up personal computers and Microsoft Office applications.

- Minimum High School graduate with some college-level coursework in computer operating systems; Bachelor's degree in Information Technology or Computer Sciences preferred

- Must have excellent customer service skills and exceptional phone etiquette.

- 2 - 3 years of troubleshooting experience in a business setting

- Possess a valid California Driver's License and have access to a reliable, insured vehicle. Must be able to travel within Los Angeles County as required. Work assignments may include various facilities and hubs across Los Angeles County, including locations in Los Angeles and the City of Industry, CA.

Flexibility to commute between Food Bank facilities as needed is essential.

- Passion for the Food Bank's mission and commitment to the values of the organization: inclusion, diversity, equity, accessibility, respect, stewardship & accountability, collaboration, urgency, service, integrity, and diversity.

Typical schedule Monday-Friday 7:30am-4:00pm; rotating Saturday on-call.