Assistant IT Coordinator

Job DetailsJob Location: OYHFS Youth Learning Center (Highland Park) - Los Angeles, CA 90042Position Type: Full TimeSalary Range: $30.00 - $30.00 HourlyTravel Percentage: Up to 50% Job Category: Information TechnologyOVERALL FUNCTION:  The assistant IT coordinator is a professional who provides first and second level IT support including diagnosis and resolution and is one of the contacts for all technology related issues at the agency. They are accountable for defining and delivering an IT strategy across the agency in conjunction with the IT coordinator and the chief operating officer.    The overall goal is to ensure IT systems and people are effective and functioning within the limits of budget, time and specifications of the agency. The assistant IT coordinator must be customer-service oriented.    ESSENTIAL JOB DUTIES:  Assists in providing first and second level IT support to all employees at the agency.  Assists in building strong relationships with all departments and programs and their leaders across the agency, and develop a detailed understanding of their issues, needs, challenges and opportunities.  Assists in ensuring transparency and collaboration between IT and all agency departments and programs.    Assists in maintaining oversight of all IT projects, ensuring that commitments are properly planned, monitored, delivered in a timely manner, and reported.  Assists in establishing a comprehensive agency information security program to ensure the integrity, confidentiality and availability of relevant data.  Participates in the design and implementation of an agency-wide disaster recovery and business continuity plan.  Assists in Establishing and enforcing IT policies, processes, portfolio management, development standards and methodologies.  Assists in building upon the existing IT vision and strategies and in developing a roadmap to ensure a solid computer system for the agency and its users.  In conjunction with the COO and the IT coordinator, prepares and monitors IT operational budgets that meet objectives and constraints of the agency and considers current and planned technical architecture, investments and solutions.  Assists in developing and executing an analytics program that will allow agency leadership to make data-based decisions.  Assists in monitoring the industry for developments in IT operations; evaluates and implements relevant new tools and service management frameworks together with the IT coordinator.   Reviews and recommends vendors and assists the COO and the IT coordinator with managing service agreements for computing, telecommunications, IT services, and equipment.  Assists in purchasing efficient and cost-effective technological equipment and software within agency budgetary guidelines and only with prior consultation and approval from the COO.  Inspects/audits the use of technology (equipment and software) to ensure functionality and efficiency in conjunction with the IT coordinator.  Supports together with the IT coordinator the agency’s software systems such as the EHRS (Exym), VOIP systems, cell phones, cameras, alarm systems and other systems as assigned.  Supports the EHRS coordinator maintaining the agency’s electronic health record system and suggests improvements as needed.   Trains staff in the utilization of the system.  Responds to help desk tickets of user requests and reported system problems.   Maintains user and system security and increases security if need be.  Facilitates development of reports utilizing MS Excel, MS Access, SQL and/ or Crystal Reports as requested by management.  Automates reports to ease the workflow for everyone involved (i.e. RTF/OTF for ECM services).  Supports the staff training system - Relias: adds new users, assigns them to the appropriate training library and deletes users when they leave the agency. Develops training libraries and ensures compliance with State and County requirements. Trains new users in using the system. Adds trainings/ training videos and slides per management requests. Develops automated reports for management to track user compliance. Runs and develops reports as needed.    DIRECT CUSTOMER SUPPORT DUTIES:  Provides courteous and timely responses to all IT requests.  Provides desktop/laptop/tablet support on day-to-day basis involving Windows server, Windows 10, Microsoft Office functions, Office 365, Anti-Virus/Spyware, and standard/custom applications for a user base covering multiple facilities.  Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, helpdesk ticket, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking, and other computer-related technologies.  Documents all issues and resolution in the helpdesk ticket system. Ensure timely customer follow up and status reports until issue is resolved.  Follows escalation process and provides communication on all escalated issues to the IT coordinator and management.  Standardizes PC/laptop configurations with the goal of delivering a superior work experience for the user while reducing helpdesk tickets.  Applies software maintenance updates to various hardware platforms (e.g. desktop, laptop, network devices) together with the IT coordinator.  Assists users in the operation of standard computer equipment and associated software including desktops, laptops, printers, phones and peripherals.  Performs various critical projects requiring security and discreetness in consultation with the IT coordinator and the COO.  Provides secondary coverage for on-call, after-hours monitoring alerts. Provides after-hour coverage if urgently needed.  Provides the IT coordinator and management with constructive feedback to improve work processes.  Works with vendors for problem resolution and process modification.  Maintains user accounts in Active Directory and for various applications.  Performs configuration, maintenance and troubleshooting activities for Windows Servers, Firewalls, Routers, and Switches.  Maintains accurate inventory of all equipment (Desk tops, Laptops, cellphones, phones, tablets etc.)  Maintains a clean/safe/organized working area.  Participates in special projects such as equipment moves and repair/maintenance of network printers.  Travel required to all agency sites for setup or resolution.  Other duties as assigned.  Qualifications BSc/BA in computer science, computer engineering and 2 years of experience in Information Technology office support OR AA and 4 years of experience in Information Technology office support OR 6 years of experience in Information Technology office support Experience in analysis, implementation and evaluation of IT systems inclusive of hardware, software, and network management Knowledge of MS Office 365 environment including TEAMS, Intune, and SharePoint management is required Knowledge of electronic health records systems preferably Exym Knowledge of HIPAA (privacy and security) Excellent organizational and leadership skills  Experience in managing Information Technology budget  Excellent verbal and written communication skills Excellent customer skills  Ability to relate to all levels of staff, public, clients and associates.  All employees, regardless of position, serve as role models for children and adolescents who are served by our agencies.  Therefore, each employee must at all times be emotionally stable and able to function effectively with children, adolescents and adults who may have mental or behavioral health problems.  The staff must be able to demonstrate appropriate daily behavior, appropriate expression of emotions as well as appropriate role modeling Must be able to pass criminal/fingerprinting background check, TB Test, Physical Exam and Drug Testing.  Must have a valid California Driver’s License and a clean DMV record.  Must have the visual, audio, physical and technical ability to independently operate a variety of office equipment and communication equipment. Will also require bending, stooping, filing, and lifting of records/office files PHYSICAL DEMANDS:  The physical demands described below are representative of those that must be met by an employee to successfully perform the essential competencies and job duties of this position. The Human Resources Department will explore reasonable accommodations that could enable an employee who has a disability to perform the essential competencies of the position.  Stand, walk, sit, stoop, kneel, crouch or crawl, utilize fingers, hands and arms up to 2/3 of the day Lift items and assist clients with lifting items up to 25 pounds 1/3 of the day Clear close and distance vision and be able to adjust the focus Ability to operate a vehicle and recognize all street signs Speak and listen to others in person and over the phone and video conferencing Use keyboard and read from computer screen   ENVIRONMENTAL CONDITIONS:  Ability to adjust to climate, outdoor and indoor conditions such as extreme heat, humidity and cold weather   OCCUPATIONAL SAFETY AND HEALTH STANDARDS:  Every employee must comply with occupational safety and health standards and all rules, regulations and orders pursuant to Division 5 of the California Labor Code which are applicable to his or her own actions and conduct   OPTIMIST POLICIES AND PROCEDURES:  Every employee must comply with all organizational wide policies and procedures and those   department specific policies and procedures that apply to this position All agency employees must maintain confidentiality of client and case information and may not access information unless directly related to their job responsibilities and duties. All information in case records shall be confidential and shall be available only to the placement agency staff and personnel who need access for the performance of their duties, otherwise special consent is required   In accordance with CA law, the expected pay range for this CA position is posted with this position. The actual compensation may be determined based on bona fide factors such as education, experience, and other factors permitted by law. Salary range for this position: $30.00 - $41.53 / hour Hiring Range for this position: $30.00 - $30.00 / hour