IT Specialist

Location: Palmdale, CA and Van Nuys, Ca (50% of time in each)
Working Hours: Full-Time, in-person. Monday – Friday.

About Us:

We are a compassionate organization dedicated to supporting the personal growth and development of all Parents, Children, and Youth through trusted programs that promote broad engagement and strengthen families. We offer a welcoming environment where parents, caregivers, and their children can receive support, guidance, and resources to help them navigate personal concerns and challenges.

Learn more about Parents Anonymous^®:  https://parentsanonymous.org/ 

Learn more about the CA and National Parent and Youth Helplines: https://caparentyouthhelpline.org 

https://nationalparentyouthhelpline.org

Position Overview:

We are seeking a dedicated IT Specialist to provide daily IT Helpdesk support, with a strong focus on assisting non-technical staff. In this role, you will be the first point of contact for technical assistance, resolving hardware and software issues, managing IT resources, and supporting cybersecurity initiatives. This position requires strong technical proficiency, excellent interpersonal skills, and the ability to communicate complex technical concepts clearly while providing patient, user-friendly support to staff at all levels.

• Provide daily IT Helpdesk Support for technical assistance, resolve end-user requests, and troubleshoot hardware/software issues using ZenDesk and remote tools like Zoom screen share.
• Provide clear, friendly, and patient assistance to non-technical staff, delivering training on new technologies and upgrades.
• Maintain a Knowledge Database for troubleshooting, track IT equipment inventory, manage software deployments, and oversee cybersecurity awareness software (KnowBe4) scheduling and management.
• Assist in implementation and maintenance of a comprehensive National Database of Resources for the National Parent & Youth Helpline.
• Maintain accurate records of work orders, troubleshooting steps, and completed tasks using SMART Goal documentation.
• Adhere to organizational policies, complete required training, and ensure confidentiality and professionalism in all interactions.

• Bachelor’s degree in Computer Science, Information Technology, or a related field is required; OR
• Five years of relevant work experience in IT support, network administration, or a similar technical role. Troubleshooting Experience Recommended
• Strong interpersonal and communication skills with a passion for providing excellent customer service.
• Experience in a customer-facing role, with a demonstrated ability to handle inquiries and troubleshoot issues effectively.
• Prior Experience with Work Order Ticketing System (ZenDesk) Recommended
• Prior Experience building and maintaining of Database Resources
• Self-sufficient with reliability to accomplish all communicated tasks
• Excellent verbal and written communication skills while working with staff and at all levels of management.
• Organized, detail oriented the ability to meet deadlines and follow through on work assignment.
• Must have reliable transportation and report to other offices when needed.
• The ability to work additional days as required

Job Type: Full-time

Pay: $28.00 – $30.00 per hour

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance