IT Help Desk II (Hybrid)
Posted Updated
Summary
IT Help Desk II provides Tier 1/2 end-user support, device provisioning, and endpoint/productivity systems administration (Microsoft 365, Intune/Autopilot, Entra ID, SSO/MFA) for a nonprofit affordable-housing organization, plus basic LAN/WAN, VoIP, and AV support. Hybrid role in San Diego with up to 25% travel to property sites.
The IT Support Specialist provides end-to-end technical support, device provisioning, endpoint & productivity systems administration across the corporate user base and remote property locations. This role ensures secure, reliable user operations while maintaining system health, device compliance, and problem/service request resolution. Carries some administrative responsibilities for IT management platforms, networks/wifi, and cybersecurity.
Role & Responsibilities:
- Deliver Tier 1 and Tier 2 technical support for corporate and remote site staff across chat, email, phone, and ticketing channels, meeting defined SLAs.
- Ability to travel up to 25% of the time to CHW communities for IT support, break-fix, and maintenance
- Create and update knowledgebase articles, self-service guides, and internal IT documentation to streamline issue resolution
- Manage end-to-end device lifecycles via device management platforms, automated deployment, and patch enforcement across laptops, mobile devices, and peripherals
- Maintain asset tracking within asset mgmt. systems and sync hardware assignments with HRIS workflows during onboarding and offboarding.
- Lead user onboarding IT orientation and offboarding access revocations, ensuring secure asset recovery.
- Administer user access, single sign-on (SSO), multi-factor authentication (MFA), and licensing across cloud identity platforms, productivity suites, and core SaaS applications.
- Manage corporate meeting room technology, dynamic digital displays, and workplace AV systems to ensure they are operational for seamless staff collaboration.
- Addresses basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to resolve network connectivity issues
- Basic administration and troubleshooting of IP-based phone system, switches, routers, and access points (Add/Remove users, configure notifications, etc.)
- Participation in projects including hardware, software refresh, inventory, deployment, and patch management
- Work in a team environment with second and third level team members to achieve the goals of the organization
- Participate in infrastructure modernization projects, hardware refresh cadences, and security compliance remediation.
- Troubleshoot edge
Education and Experience:
- Three to five years of Computer Systems administration & support in a Windows/Microsoft 365 environment (required)
- Minimum 1–2 years using Mobile Device Management (MDM) platforms (e.g., Intune, Autopilot) for zero-touch provisioning, application deployment, OS patching, and compliance policy enforcement.
- Proven experience managing user accounts, licensing, multi-factor authentication (MFA), and access controls within cloud identity systems (Entra ID / Azure AD, Microsoft 365 Admin Center, SaaS tools).
- Direct experience troubleshooting site-level hardware, printers, local networks (LAN/WAN, Wi-Fi access points, switches), and cloud voice/UCaaS platforms.
- Asset & Ticket Lifecycle: Track record of maintaining hardware inventories in ITAM/HRIS tools and managing ticket queues against established SLAs.
Physical Abilities:
The physical abilities to perform tasks may require prolonged sitting, standing and/or moving. Employee positions self to install equipment, including under desks.
Moves throughout the office spaces, outdoor spaces and building to access areas of service/installation.
Moves equipment weighing between 20-40 pounds without assistance. Moves more than 40 pounds with assistance.
This role requires inspection of sites and areas at varying degrees of distance.
Work Environment:
The noise and climate level in the work environment varies depending on the work site, including outdoor work environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the roles and responsibilities of this position.
Compensation:
It may vary based on skills, experience and qualifications
Hourly Wage: $30.00 -$33.50
Benefits:
CHW offers employees generous benefits, including:
- Medical, Dental and Vision Plan
- 401(K) with company matching contributions
- Life Insurance, Disability coverage is available in both short-term and long-term options, depending on your location and eligibility.
- FSA (Flexible Spending Account)
- Responsible Time Off (RTO)
- 12 Paid holidays
- Hybrid Workplace
- Wellness and Work Life Balance
- Opportunities for Professional Development
- EAP (Employee Assistance Program)
- Free Gym Access
- Paid Time Volunteer Opportunity
- Company-Wide Events
Community HousingWorks is an Equal Opportunity Employer
Community HousingWorks is an equal opportunity employer and is committed to creating a diverse and inclusive company culture, CHW does not discriminate against candidate and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.