Description
Position Summary
The Technical Support Assistant will provide technical support to the 988 Crisis Line and Text Line Programs and the broader agency to ensure the smooth operation of technology and systems. The position will allocate approximately 20 hours per week to assisting the Crisis Services Department and 20 hours to supporting the Clinical, Community Education, Admiration, and Development Departments.
Job Responsibilities
System Monitoring and Issue Resolution
- Monitoring the performance of software and communication platforms (ie. Dialpad, Apricot, etc.)
- Investigating and resolving technical issues reported by staff, volunteers, and interns ensuring minimal downtime
- Escalating technical issues that cannot be resolved in-house to the appropriate partner agency or vendor for resolution
- 988 Technical Support
Following the development and implementation of NGA 988 and keeping the Crisis Services Department apprised of updates.
During implementation of NGA 988, assist in training on new platforms.Keeping track of and resolving any technical issues that may arise with the NGA platforms or 988 calls in general.Hardware and Software Support
Managing the distribution and recordkeeping of headsets, computers, and other technology used by the agencyEnsuring all hardware and software are functioning as intended and updated regularlyTraining staff on new tools or software used in crisis line and other department operations, including the creation of troubleshooting guides or FAQs for common technical issues.May involve supporting Crisis Line QA tool maintenance (Javascript)Manage onsite technology including cameras, doorbells, and phones.Information Management
Assisting with website maintenance, development, and updatingIdentifying outdated SOP and / or other procedural documents and coordinating updates with the appropriate department (ie. HR, QA, department directors and managers), ensuring that the most up-to-date information is reflected in spaces for viewingEnsuring a structured, proper filing and version control of documents within Google Drive and Trainual to ensure ease of access for appropriate team members across the agencyCybersecurity Maintenance
Password Management Support : Assist with implementing and managing password policies, including user support for secure credential management.System Updates : Ensure operating systems, software, and hardware are updated with the latest security patches.User Account Management : Assist in creating, modifying, and deactivating user accounts in accordance with security protocols.Access Control : Help with managing physical and digital access controls (e.g., badge systems, VPN configurations).Assist in Incident Response : Provide initial troubleshooting for potential security breaches and escalate issues to senior IT staff.Documentation : Maintain detailed records of cybersecurity policies, incidents, and procedures.Staff Training Support : Help create and distribute cybersecurity training materials or coordinate training sessions for employees.Phishing Campaign Assistance : Assist in running simulated phishing exercises and trAudit Preparation : Gather documentation and evidence required for cybersecurity audits or compliance checks.acking results.Website Maintenance
Content Updates : Update text, images, and other media on the website as requested by staff or management.Regular Audits : Perform periodic checks to ensure all links, forms, and multimedia elements are functioning correctly.Accessibility Checks : Test the website for compliance with accessibility standards (e.g., WCAG) and suggest necessary adjustments.User Feedback : Collect and track user feedback to identify and report usability issues.Bug Fixes : Address minor website issues such as formatting errors, broken links, or display inconsistencies.Testing Changes : Test new features, plugins, or updates in a staging environment before deployment to the live site.Front Desk Duties
As a member of the admin team, the position is expected to assist in greeting guests, clients, and accepting packages when you are on site.
Other duties as agreed to between supervisor and supervisee
Qualifications
Demonstrated alignment with CSS values, fostering teamwork, empathy, and community care.Strong decision-making skills based on ethical judgment, data insights, and legal considerations (preferred).Ability to work independently and collaboratively.Commitment to ongoing self reflection and ability to lead with values of cultural humility is requiredCapacity to demonstrate effective, sensitive, and respectful connection to various people from different cultural groups.Effective communication and time management skills.Knowledge of Crisis Line Program and CSS policies and procedures preferredKnowledge of crisis line and remote worker technology, mandated reporting, and crisis resourcesProficiency with virtual interfaces and Google Workplaces, specifically Google Calendar, Gmail, Docs and SheetsProficiency with hardware and software troubleshooting, with solid understanding of operating systems, computer components and peripheral devices (input, output, storage, etc.)Experience with the following technologies is preferred (Wordpress, Dialpad.com, Apricot360 or similar clinical CRM, Spruce Health, Slack, Canva, Network for Good, Zendesk)Experience with the following operating systems including MacOS, MaciOS, Android and Windows.Proof of vaccination against Covid-19 requiredMust complete Background Check (DoJ and DMV) and LiveScanSalary, Schedule, Eligibility for Remote Work and Benefits
Schedule and Location
This is a full-time (40 hours / week) position. Flexibility is required to address time-sensitive technical requests associated with a 24-hour agency operation. The role is eligible for a hybrid work arrangement; however, onsite presence will be required for tasks involving hardware support or other in-person technical needs. Onsite days will be Tuesdays and Thursdays.
Supervision
The Technical Support Assistant will report to the Operations Officer. Regular supervision will include a minimum of 60 minutes of individual supervision every two weeks. The assistant will attend all staff meetings on the 2nd and 4th Wednesdays and Admin Team meetings on the 1st and 3rd Wednesdays.
Benefits
This position is full-time and eligible for benefits. Medical, dental, vision, retirement matching, 14 paid holidays, vacation, sick time, and floating holidays.
Founded in 1966, Crisis Support Services of Alameda County offers a broad range of counseling, education and prevention services in a safe environment. CSS’ 24-hour crisis hotline responds to more than 65,000 calls each year. Services include on-going therapy groups, school-based counseling, supportive services for seniors, suicide prevention for youth; and community education.
Crisis Support Services of Alameda County recognizes and understands the impact of trauma including the challenge of accessing supportive services. Our mission is to provide a welcoming and safe environment, rooted in the belief that through collaboration with clients at every stage of service healing is possible.
We invite you to learn more about our agency by exploring our website.
Salary : $29
