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ABOUT COMMUNITY ACTION PARTNERSHIP OF SAN BERNARDINO COUNTY
Community Action Partnership of San Bernardino County (CAPSBC) is a non-profit public benefit corporation and is one of the 1,100 Community Action Agencies nationwide dedicated to assisting low-income individuals and families become stable and self-sufficient. As the designated Community Action Agency for San Bernardino County, the largest county in the continental United States, CAPSBC is charged with serving over 800,000 low-income families and individuals, elderly and homeless residents of San Bernardino County each year. CAPSBC delivers services to 78 San Bernardino County Cities and Communities.
Mission: Community Action Partnership of San Bernardino County works with our communities by supporting, advocating for and empowering residents to achieve self-reliance and economic stability.
Vision: Community Action Partnership of San Bernardino County is the premier social services agency that eliminates the effects of poverty.
Administration Mission: Creating an environment focused on effective leadership, organizational excellence and professionalism, in supporting quality programs that result in self-sufficiency.
POSITION SUMMARY
Provides technical support and maintenance for CAPSBC’s information technology equipment including hardware, software, telecommunications, printers and copy machines and network infrastructure in assigned areas. Works with Agency departments in the maintenance of information security standards and practices. This position serves as the primary point of contact for staff experiencing technology-related issues and is responsible for troubleshooting, installing, configuring, and maintaining agency technology resources.
ESSENTIAL DUTIES AND RESPONSIBILITIESÂ
Technical Support
- Provide technical support for agency employees.
- Respond to help desk requests and troubleshoot hardware, software, network, and printer issues.
- Diagnose and resolve computer, mobile device, and peripheral equipment problems.
- Escalate complex technical issues to senior IT staff or third-party vendors as needed.
- Document support requests, resolutions, and system changes.
- Promote technology best practices throughout the agency.
Systems Administration
- Install, configure, and maintain desktop and laptop computers, tablets, and mobile devices.
- Set up user accounts, email accounts, permissions, and security access.
- Support Microsoft 365 applications and related cloud services.
- Assist with Active Directory administration and user management.
- Assist with phone and tablet administration and user management.
- Maintain inventory records of technology assets and equipment.
- Develop user guides and training materials when needed.
Network and Infrastructure Support
- Assist with maintenance and monitoring of network systems, servers, wireless access points, and telecommunications equipment.
- Support network connectivity across multiple agency locations.
- Perform routine system updates, patches, and preventative maintenance.
- Monitor system performance and report potential issues.
Cybersecurity and Compliance
- Follow agency cybersecurity policies and procedures.
- Assist in implementing security measures to protect confidential client and organizational data.
- Support endpoint security, antivirus management, and user access controls.
- Help ensure compliance with federal, state, local, and grant-related data security requirements.
- Participate in disaster recovery and business continuity planning activities.
Additional Responsibilities
- Assist with technology projects, upgrades, and system implementations.
- Coordinate with vendors regarding equipment maintenance and service requests.
- Attend meetings, conferences, seminars as required.
- Travel between agency locations as required.
- Perform other duties as assigned
KNOWLEDGE OF
- Computer hardware, software, operating systems, and peripheral equipment installation, maintenance, and troubleshooting.
- Microsoft Windows operating systems and Microsoft 365 applications and services.
- Basic Microsoft 365 administration, including user account setup and support.
- Common internet browsers and web-based applications.
- Help desk ticketing systems and customer support practices.
- Local Area Networks (LAN), wireless networking, and basic network troubleshooting.
- TCP/IP, DNS, DHCP, VPN connectivity, and related networking concepts.
- VoIP telephone systems and telecommunications equipment.
- Computer security principles, antivirus software, and cybersecurity best practices.
- Mobile devices, printers, scanners, and other office technology.
- Technology asset inventory and documentation procedures.
- Basic database concepts and report generation.
- Internet and cloud-based communication technologies.
ABILITY TO
Maintain strict confidentiality and safeguard sensitive and proprietary information.
- Assess the immediate technology support needs of internal and external customers and provide appropriate assistance or referrals.
- Assist in monitoring vendor services, support requests, and contract performance.Â
- Communicate effectively, both orally and in writing.
- Work effectively in a fast-paced environment and manage multiple priorities while meeting deadlines.
- Work independently with minimal supervision and collaboratively as part of a team.
- Read, interpret, and apply technical documentation, training materials, and reference manuals.
- Establish and maintain effective working relationships with employees, vendors, and stakeholders at all organizational levels.
- Troubleshoot and resolve hardware, software, network, telecommunications, and peripheral equipment issues.
- Document technical issues, solutions, procedures, and system configurations accurately and clearly.
- Learn and apply new software applications, systems, and technologies to a high degree of proficiency.
- Provide exceptional customer service and technical support to staff and external partners.
- Operate an agency vehicle safely while conducting official business.
- Travel throughout San Bernardino County to perform assigned duties; attend training, meetings, and agency events as required, which may include occasional overtime or overnight travel. May require occasional evening or weekend work during system upgrades or emergency situations.
- Operate standard office equipment and technology, including computers, mobile devices, printers, scanners, and software applications related to assigned duties.Â
MINIMUM EDUCATION AND EXPERIENCE
- Associate degree in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum two (2) years of experience providing desktop support, technical support, or systems administration.
- Experience supporting Microsoft Windows environments.
- Experience with Microsoft 365 administration and end-user support.
- Experience troubleshooting computer hardware and software issues.
Physical Demands and Working Environment
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment: Work is performed primarily indoors with travel to various locations to provide user support and attend meetings.
Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to travel to various sites throughout the day; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, pull, or otherwise move objects weighing up to 25 pounds on a regular basis and up to 40 pounds occasionally; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.
Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.
Hearing: Hear in the normal audio range with or without correction.
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS
- Position requires intermittent sitting, standing, walking, twisting, and bending.Â
- Simple grasping and hand manipulation, as well as, reaching above and below shoulder level.Â
- Must be able to lift, carry, push, pull, or otherwise move objects weighing up to 25 pounds on a regular basis and up to 40 pounds occasionally.Â
- Requires working indoors in temperature-controlled environment with occasional work in server rooms and some exposure to copy and printer chemicals and/or fumes.Â
- Frequent use of computer equipment and communication devices.
LICENSE AND PERSONAL VEHICLE
Must possess and maintain a valid California Driver License, be insurable and have/maintain a good driving record throughout the course of employment. In addition, applicant must have access to a dependable vehicle and maintain state mandated personal automobile insurance coverage throughout the course of employment. Employees receive reimbursement per mile for use of his/her personal vehicle for business purposes (excluding driving from home and to work) based on the approved IRS mileage rate.
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