JOB ANNOUNCEMENT

• Provide timely technical support to staff; diagnose and resolve hardware, software, connectivity, printing, mobile-device, and VoIP issues.
• Track, prioritize, and document technical support requests through resolution; communicate progress and expected service restoration to affected staff.
• Configure, deploy, maintain, patch, and replace computers, peripherals, mobile devices, software, and related equipment.
• Administer user accounts, access permissions, licensing, email, and Microsoft 365 services, including onboarding, access changes, and account deactivation in coordination with HR and authorized supervisors.
• Monitor the functionality and availability of office networks, routers, wireless systems, site-to-site VPNs, servers, backups, certificates, and other assigned systems; promptly escalate significant risks or outages.
• Monitor backup completion, perform scheduled restoration checks, and maintain recovery procedures in coordination with service providers.
• Implement and maintain approved security controls, including endpoint protection, multifactor authentication, software updates, secure configurations, and password and access practices.
• Promptly report and escalate suspected security incidents; assist with investigation, containment, and recovery in accordance with agency procedures and vendor guidance.
• Maintain accurate technology inventory, configuration, warranty, licensing, support, renewal, and secure equipment disposal records.
• Document systems, recurring issues, resolutions, administrative procedures, and user guidance; provide basic technology training to staff.
• Coordinate scheduled maintenance and system changes to minimize operational disruption; maintain documentation to support IT coverage during absences and transitions.
• Coordinate with service providers and vendors, track service requests, and obtain information needed for purchasing, renewal, repair, or replacement decisions.
• Assess technology needs and prepare cost estimates and recommendations for replacing or updating equipment and systems.
• Protect confidential organizational, employee, and client information and follow agency data-security, incident-reporting, and applicable technology compliance procedures.
• Travel among agency sites and provide scheduled or urgent support outside regular hours when operationally necessary.
• Perform other related duties as assigned.

• At least two years of progressively responsible IT experience, including hands-on systems administration and end-user support.
• Working knowledge of Microsoft Windows, Microsoft 365 administration, user-account and access management, PC hardware, office networks, routers, wireless systems, VPNs, endpoint security, and common business applications.
• Experience with system configuration, software updates, backup processes, and hardware and software troubleshooting.
• Demonstrated troubleshooting, documentation, prioritization, and problem-solving skills.
• Ability to explain technical information clearly to users with varied levels of technical proficiency.
• Ability to work independently, manage multiple requests, maintain confidentiality, and collaborate effectively with staff and vendors.
• Valid California Driver’s License and reliable transportation for travel among agency sites.

• Associate degree or higher in information technology, computer science, or a related field; equivalent relevant education and experience may be considered.
• Relevant Microsoft or CompTIA certifications.
• Experience supporting technology across multiple locations.
• Experience in nonprofit, healthcare, or community-service environments.
• Bilingual proficiency in Cantonese and/or Mandarin.

• Organizational Assignment: This position may support one or more Family Bridges programs, departments, grants, contracts, or organizational initiatives.
• Funding: This position may be funded through grants, contracts, program revenue, and unrestricted organizational funds. Continued employment is subject to organizational needs, funding availability, and program requirements.
• Other Duties: This job description describes the general nature of the position and is not intended to be an exhaustive list of duties.
• At-Will Employment: Employment is at will and may be terminated by either party at any time, with or without cause or notice, as permitted by law.
• Equal Employment Opportunity: Family Bridges is an Equal Opportunity Employer committed to a diverse, equitable, and inclusive workplace.

• The essential functions of this position include the following, with or without reasonable accommodation:
• Communicate clearly and effectively with staff, vendors, and management, verbally and in writing.
• Access, review, and interpret printed and electronic information, including technical documentation and system alerts.
• Use computers, smartphones, and other standard office technology.
• Work at and move about a workstation and throughout agency locations to provide technical support.
• Travel between local agency sites as needed.
• Position, install, and move computer equipment, including lifting and carrying items weighing up to 20 pounds.