What are the responsibilities and job description for the Help Desk Technician position at Housing Authority of the County of San Bernardino?
Agency Information
The Housing Authority of the County of San Bernardino (HACSB) was established in 1941 and has evolved into one of the most progressive housing authorities in the Country. We are the largest provider of affordable housing in San Bernardino County and proudly assist approximately 26,000 people. The Housing Authority is a separate legal entity from the County of San Bernardino with approximately 145 employees. The HACSB prides itself on providing more than just housing to residents and thanks to strong partnerships, we continue to help the families we serve access resources and services to enrich their quality of life.
The HACSB’s employees are passionate about their work and every position revolves around our agency’s mission and core values. We invite you to be a part of our dedicated team who strive to provide meaningful and impactful housing services and resources to the community we serve.
Job Information
Position starting pay: $22.82/hour. The initial review of applications will begin starting the week of March 17th, 2025. Applications received before the initial review date will be considered, with qualifying applicants being eligible to participate in the phone screen process.
Hiring Information
All job offers are contingent upon successful completion of a pre-employment evaluation, which includes: a post-offer medical examination (including physical, depending on position) background check (including credit check, depending on position), DMV pull (depending on position), employment history, education verification, and documentation of the right to work in the United States.
Candidates who require a reasonable accommodation in any portion of the selection process should state their need in writing when submitting an application.
Position Summary
Under general direction of the IT Manager, performs technical support and maintenance of information systems hardware and software including physical installation, assembly, and configuration of personal computers, telecommunication devices and equipment.
This is a junior level position, in which the Technician will be expected to carry out many of the simple and more routine duties as assigned, but will not be expected to function at the same skill level or allowed the same level of independent discretion and judgment relative to the Information Systems Support Analyst position.
Day-to-day Glimpse: Provides technical assistance to users by troubleshooting hardware and software issues, responding to customer inquiries via phone, email, or chat, diagnosing problems, and implementing solutions to resolve computer system related difficulties, all while maintaining excellent customer service skills.
Active Directory User Management
- Creating new users, modifying existing users and groups.
Helpdesk Ticket Management
- Managing customer support tickets within a ticketing system, escalating when necessary.
1. Provides primary user support and troubleshooting for issues concerning end-point equipment (computers, printers, phones, other peripherals).
2. Ensures all issues are documented via help desk ticketing system and are either resolved or escalated to the other IT staff as needed. Provides regular performance reports of ticket activity to IT Director and business managers.
3. Handles moves / adds / changes of end-points, networking equipment, and associated cabling.
4. Develops and maintains Help Desk procedural documentation.
5. Conducts user orientation for new and relocated staff, ensuring user account access and security are set up correctly, and that appropriate applications and network resources (email, shares, printing) are available.
6. Creates and maintains workstation images, including testing and delivery of operating system and application patches.
7. Performs operational tasks (ie: data transfers, backups, and preventative maintenance) and assists with special projects as needed.
8. Maintains regular site visitation schedule. Works with branch / department managers to ensure support needs are being effectively met in a timely manner.
9. Maintains physical inventory of all end point equipment and software. Handles and documents the secure disposition of systems and data.
10. Handles and assists with procurement of new equipment and software.
11. Responsible for standard bill / invoice processing.
12. Performs other duties assigned.
Associates degree or equivalent with major course work in computer science or a related field; Minimum of two (2) years experience in a help desk role. Must have valid CA Drivers license and insurable at standard rates with the Housing Authorities vehicle insurance carrier on a continuing basis.
PHYSICAL DEMANDS:
Hearing and speaking to exchange information.
Sitting for extended periods of time.
Sitting for extended periods of time.
Seeing to read a variety of materials and equipment
Dexterity of hands and fingers to operate a computer keyboard.
Lifting objects up to 30 lbs.
Bending at the waist, kneeling or crouching.
May drive vehicle to visit different sites and perform job.
May drive vehicle to visit different sites and perform job.
ENVIRONMENT:
Office environment.
Constant interruptions.
The HACSB is committed to creating an inclusive environment that welcomes and values differences among our customers, vendors, and the communities in which we live and conduct business. Our continued success and growth is enhanced through initiatives that promote diversity throughout the company and our communities. HACSB is an equal opportunity employer.
Salary : $47,468 - $59,336
