Help Desk Technician

Joni and Friends

Agoura Hills, CA

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Android, Best Practices, Cloud Computing, Communication Skills, CompTIA A+, Computer Maintenance, Computer Skills, Computer Systems, Customer Service Management, Detail Oriented, Documentation, Emerging Technology, Ergonomics, Establish Priorities, Hardware Installation, Hardware Upgrades, Help Desk, Identify Issues, Industry Standards, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Leadership, Licensing Compliance, Lift/Move 50 Pounds, Local Area Network (LAN), MTA, Mac Operating System, Microsoft Office, Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, Multiplatform/Cross-Platform, Multitasking, Office Equipment, Order Picking/Packing, Peripheral Hardware, Physical Demands, Presentation/Verbal Skills, Printing, Process Improvement, Project/Program Coordination, Remote Access, Research Skills, Software Licenses, Software as a Service (SaaS), Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Research, Technical Support, Telecommunications, Time Management, User Account Administration, VoIP (Voice over IP), Wide Area Network (WAN), Willing to Travel, Wireless Protocols/Standards, Writing Skills, iOS

LOCATION

Agoura Hills, CA

POSTED

1 day ago

We are only considering local candidates who can accommodate our hybrid schedule in the Agoura Hills office. Our hybrid schedule is as follows: Monday, Tuesday, and Thursday in the Agoura Hills office, Wednesday and Friday are remote workdays.

Duties:

Perform duties and responsibilities including, but not limited to:

Help Desk Responsibilities
1. Provide direct support for onsite and remote employees across multiple platforms and devices
2. Install, configure, maintain, and troubleshoot computer systems, peripherals, and mobile devices
3. Manage user accounts, email services, and identity access, including MFA troubleshooting and password resets
4. Configure and support cloud services and SaaS applications such as Microsoft 365, Teams, Zoom, and other collaboration tools
5. Assist with web-related tasks
6. Track and monitor software usage, licensing, and compliance with organizational policies
7. Troubleshoot remote access and mobile device connectivity issues
8. Manage telephone systems and provide support for general telecommunications needs
9. Support printing services
10. Support audio visual needs
11. Create and maintain documentation, knowledge base articles, and self-service resources for common issues
12. Identify and escalate complex issues to Tier 2 support as required
Other Responsibilities
1. Multitask and prioritize assignments effectively to meet varied deadlines
2. Conduct technical research to support troubleshooting and process improvements
3. Stay current with industry standards, emerging technologies, and best practices through continuous learning
4. Collaborate on special projects and initiatives as needed to support departmental and organizational goals
5. Perform other duties and projects as assigned by the IT Support Manager to ensure alignment with departmental objectives and organizational needs

Qualifications:

Must possess a vibrant personal relationship with Jesus Christ and agree with the Joni and Friends statement of faith
Desire to serve in a growing and dynamic Christian service ministry
Must possess the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines
Must be reliable, cooperative, flexible, and exhibit enthusiasm and initiative
Must be capable of working well in a team environment exercising professionalism and respect in interactions with co-workers and people served by the ministry
Prior Help Desk experience combined with an Associate’s degree and one or more of the following certifications: A+, NET+, MTA (with emphasis on IT Infrastructure) is preferred
Proficiency in Microsoft Office applications as well as Windows and Mac Operating Systems
Working knowledge of Microsoft 365 administration fundamentals
A solid understanding of LAN/WAN concepts to include TCP/IP and wireless protocols
An understanding of basic VOIP telecommunications and mobile device configuration
The ability to effectively install and/or upgrade computer systems, learn new software programs, train others to use programs, and coordinate multiple projects simultaneously
Must be able to lift up to 50 pounds and physically execute hardware installation or instruct someone to effectively perform such tasks
Must support a flexible schedule as some evening and weekend hours may be required. Typical schedule is 8:00am - 5:00pm M-F to support operating hours of remote employees/offices
Occasional travel may be necessary
Good interpersonal communication skills both verbal and written and the ability to effectively organize and prioritize a wide range of daily tasks with varied deadlines are necessary
Must be detail oriented, committed to accuracy, a team player and self-starter who is flexible and able to work independently
Must have a strong sense of confidentiality
Strong general computer skills are necessary along with a competent, working knowledge of Windows, MacOS, Android, iOS, Microsoft Office, and the Microsoft 365 suite
Understanding of Christian ministry, including Joni and Friends’ mission and purpose

Physical Requirements:

This position primarily involves sedentary work in an office setting. The employee must be able to sit for extended periods, operate a computer and other standard office equipment, communicate clearly in person and over the phone, and occasionally stand, walk, bend, kneel or reach to access files and supplies or move items. The role may also require occasionally lifting, carrying, pushing, or pulling items and equipment up to 25 pounds.

Work is performed in a professional office setting with occasional movement throughout the facility. The environment is typically quiet to moderate in noise level, with standard lighting and temperature conditions. Employees are expected to maintain safety and ergonomic awareness while performing all tasks.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Compensation: $25.50 - $28.50 per hour

EMPLOYEE MINISTRY ENGAGEMENT:

Joni and Friends is a Christ-centered community. Therefore, we expect every employee at Joni and Friends to excel in their walk with Christ and in their specific employment role in our Christian community. We purposely create a gospel-centered environment and offer leadership and development training to help employees perform their work with integrity and excellence, serving in our Christian community at Joni and Friends to fulfill our religious ministry: to share the gospel and serve people living with disabilities.

All employees do this, regardless of their specific role, by:

Modeling Joni and Friends’ Christian beliefs and practices to advance our gospel mission during working hours and nonworking hours
Supporting fellow staff and volunteers at Joni and Friends in following Christ, by praying for each other, sharing Scripture and setting an example of how to live a faithful Christian life
Engaging in the lives of people living with disabilities with love, dignity, and in a manner that commends and proclaims the gospel.
Participating or leading in prayer and worship during meetings, events, and outreaches
Affirming the Joni and Friends Statement of Faith annually and not engaging in any conduct or promoting any religious beliefs inconsistent with such beliefs
Upholding and advancing Joni and Friends’ Mission and Vision through a focus on our Values.
Actively attending a church that has a statement of faith that does not contradict Joni and Friends’ Statement of Faith

Joni and Friends seeks to glorify God in the way we conduct ourselves, and in the work we do together as a Christian community. Employment at Joni and Friends is not only a job but a ministry and a calling from God.

About the Company

Joni and Friends

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