The Mid-Level IT Professional is responsible for providing technical support, performing routine hardware and software maintenance, and contributing to small-scale development tasks. This role supports day-to-day IT operations, resolves user issues through the help desk, and assists in maintaining reliable and secure technology systems throughout the organization.

Key Responsibilities

Technical Support & Help Desk (Primary Function)

• Provide Tier 1-2 technical support for employees via phone, email, chat, and in person.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and other peripherals.
• Install, configure, and update software applications and operating systems.
• Maintain documentation of support tickets, resolutions, and repeat issues.

Hardware & Software Maintenance

• Perform routine hardware diagnostics, repairs, upgrades, and replacements.
• Manage system updates, patches, and security configurations as directed by senior IT staff.
• Assist with network troubleshooting, including connectivity issues, Wi-Fi access problems, and basic switch/router checks.
• Maintain inventory of IT equipment, including tracking issuance, returns, and asset lifecycle.

Light Coding & Automation

• Develop and maintain small scripts or tools (e.g., PowerShell, batch scripts) to automate routine IT tasks.
• Assist in maintaining internal applications or systems under guidance from senior developers or IT leadership.
• Support integration tasks involving APIs, data transfers, or small workflow automations.

System Administration Support

• Assist with user account creation, permission management, and group policy updates.
• Support cloud services (e.g., Microsoft 365, SharePoint, Teams) with user onboarding and troubleshooting.
• Provide assistance with data backup processes and routine system monitoring.

Documentation & Process Improvement

• Create and update IT documentation, including SOPs, support guides, and configuration records.
• Recommend improvements to help desk workflows, system performance, or user experience.
• Participate in IT projects such as hardware refreshes, software rollouts, and system upgrades.

Qualifications

Required

• 2-5 years of experience in IT support or a similar technical role.
• Proficiency with Windows and/or macOS operating systems.
• Strong understanding of desktop hardware, software installation, and troubleshooting.
• Basic scripting skills (e.g., PowerShell, Bash, Python).
• Familiarity with Microsoft 365 administration and common business applications.
• Excellent communication and customer-service skills.

Preferred

• Associate or bachelor's degree in Information Technology, Computer Science, or related field.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice).
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., M365 Certified: Modern Desktop Administrator).

Physical & Work Environment Requirements

• Ability to lift up to 40 lbs for equipment setup and movement.
• Occasional travel to local job sites or offices for technical support.
• Typical office environment with periodic hands-on hardware tasks.

Position Classification (Workers' Compensation Context)

• Primary classification: Clerical/IT Support (non-field based, predominantly office work).
• Secondary tasks: Light hardware handling, low-risk and non-construction activities.
• No exposure to field construction or hazardous environments unless specifically stated.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.