Job description

The primary role of the Desktop Support Analyst position is to support internal customers with resolution of IT-related issues. Desktop Support responds to telephone calls, email, and personnel requests for technical support to all departments.

Desktop Support documents, tracks, monitors, and coordinates with other IT team members as needed. May assist with equipment acquisitions, deployments, upgrades, repair, and recycling.

PRIMARY RESPONSIBILITIES:

· Serves as the primary responder for Help Desk support of 100+ users onsite in San Diego and remotely with MCWE locations in Canada and UK offices.

· Performs technical support to ensure that hardware and software resources function optimally. This includes, but is not limited to desktop computers, laptops, printers, projectors, mobile devices, Windows 10, Apple Mac OS, Microsoft Office applications, Office365, Video Conferencing (Teams, Zoom.) Wi-Fi, VPN, POS, as well as Apple computers and applications.

· Issues computers to new users and completes the necessary set-up requirements, works with phone vendor to setup and/or modify VoIP phones.

· Liaises with third-party vendors of San Diego office printer support to ensure that on-hand supplies are sufficient, and printers are well maintained.

· Troubleshoot any desktop connectivity issues.

· Completes needs assessment to proactively recommend equipment needs.

· Minimal travel within San Diego County. Must have valid CA driver’s license.

· Other duties as assigned.

CORE CAPABILITIES AND COMPETENCIES:

· Proficient with Windows computers. Some Apple computer experience.

· Proficient with cellphones.

· Working knowledge of TCP/IP, DHCP, DNS, RDP protocols and network troubleshooting.

· Detail oriented.

· Familiarity with Cyber Security Practices.

· Ability to communicate technical concepts effectively in writing and verbally.

· Able to complete needs assessment and communicate recommendations to the IT Manager as appropriate.

· Ability to follow written or verbal instructions, and complete work accurately and thoroughly while meeting deadlines with minimal supervisory oversight.

· Ability to work independently and as a team member as appropriate with diverse groups and individuals.

PREFERRED EDUCATION AND EXPERIENCE:

· Technical school or degree in computers or equivalent work experience, or relevant Microsoft certifications.

· One plus years of related work experience.

· Familiarity with cloud-based services such as Office365 services.

· Experience with Local Area Network.

POSITION TYPE AND HOURS OF WORK:
This position is a part of an IT team that provides 24/7 support to standard business operations and events for MCWE and the Legacy International Center. Therefore, the workdays, hours, and shifts may vary. The members of the IT team may be required to work beyond their customary workdays and hours to complete critical and time-sensitive tasks. Must be able to work nights, holidays, and weekends, as needed.

WORK ENVIRONMENT:
This job operates on a large campus with multi-story buildings, hotel, restaurants, theatres, performance spaces and uneven outdoor areas (e.g., steps, ramps, and gardens) that are open to the elements and changing weather conditions. This position requires regular interaction with staff and other device users. Noise levels will occasionally be high due to equipment, movies, musical and theatrical performances, and other factors. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS AND ABILITIES:

· This position requires the ability to navigate throughout a large campus with indoor and outdoor work and event spaces.

· Regularly required to use hands to finger, handle or feel, reach with hands and arms, and talk or hear.

· Regularly lift, carry, push, or pull objects 50 lbs. or more; occasionally team lift and/or move objects that weigh more than 50 lbs.

· Regularly required to sit, stand, walk, and occasionally stoop, kneel, crouch, crawl, climb or balance.

· Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

· The physical demands described above must be met by an employee to successfully perform the essential functions of this job.

· External and internal applicants, as well as position incumbents who are or become disabled, as defined under the American with Disabilities Act, must be able to perform the Essential Job Functions either unaided or with assistance of a “reasonable accommodation”, if such is determined, on a case-by-case basis.

COMPLIANCE:

All employees of the Morris Cerullo Legacy International Center Foundation are required to adhere to the company’s Statement of Faith, Code of Conduct, business practices, procedures, and policies, as well as any applicable state and federal regulations.

Job Type: Full-time

Pay: $25.00 - $27.30 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• San Diego, CA 92108: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Associate (Preferred)

Experience:

• onsite desktop support: 1 year (Required)
• DHCP, DNS and RDP: 1 year (Required)
• working knowledge of IP: 1 year (Required)

Work Location: One location

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