Planned Parenthood California Central Coast (PPCCC) is an equal opportunity employer, we welcome all applicants regardless of their race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender identity, gender expression, age, sexual orientation, military or veteran status, and all other protected categories by applicable law.
PPCCC is a trusted provider of high-quality, affordable reproductive health care along California’s Central Coast. Each year, PPCCC provides 28,000 people on the central coast with health care services; including sexually transmitted infection testing and treatment, birth control, breast and cervical cancer screenings, vasectomies, and safe and legal abortion care at our six health center locations. PPCCC also provides comprehensive sexuality education programs to help adults and teens make healthy decisions, prevent unintended pregnancies, and avoid sexually transmitted infection.
JOB SUMMARY:
The IT Technician provides first-level technical support to staff by responding to help requests, troubleshooting basic hardware, software, account, printer, phone, and network connectivity issues, and documenting each request through resolution. Works collaboratively with Managed Service Provider (MSP) support team to resolve complex issues, and to deliver desired outcome. Reports to the Director of IT & Compliance and focuses on timely, courteous, and accurate support in person, by phone, and by email.
ESSENTIAL FUNCTIONS:
- Adhere to Planned Parenthood California Central Coast policies, procedures and protocols.
- Serve as the primary onsite IT support affiliate wide.
- Coordinate with the MSP to support issue resolution and perform onsite tasks requiring physical access to equipment or facilities.
- Review support requests with the Director of IT & Compliance to determine ticket prioritization, assignment, and escalation needs.
- Document support activities, troubleshooting steps, user communication, and resolutions accurately in the help desk ticketing system.
- Respond to, troubleshoot and resolve routine workstation, laptop, printer, scanner, phone (desk & mobile), and network connectivity issues.
- Configure, deploy and prepare workstations, mobile phones, monitors, docking stations, and related equipment
- Maintain accurate IT asset records
- Track equipment assignments, returns, repairs, and replacements.
- Assist with installation, relocation, and basic troubleshooting of clinical technology including ultrasounds systems and peripherals.
- Support employee onboarding by preparing workstations, devices, equipment, and technology access for onsite and hybrid staff.
- Support employee offboarding by retrieving organizational technology assets, documenting returns, and coordinating equipment reassignment or disposal.
- Develop and maintain help sheets and FAQs for end users.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong working knowledge of common desktop hardware, operating systems, software applications, printers, and network connectivity.
- Strong customer service skills with the ability to remain patient, professional, and courteous when assisting users with technical issues.
- Good written and oral communication skills, including the ability to explain basic technical information in user-friendly language.
- Ability to follow written procedures, checklists, and escalation paths accurately.
- Ability to document support requests clearly and maintain accurate records.
- Ability to learn organization-specific systems, tools, software, and security requirements.
- Attention to detail and ability to manage multiple routine requests while meeting service expectations.
- Ability to work collaboratively with team members and ask for assistance when issues require higher-level support.
EDUCATION and/or EXPERIENCE:
- High school diploma or equivalent required. Coursework, training, internship, certification, or up to one (1) year of experience in information technology, computer support, help desk support, or a related field preferred.
- Entry-level candidates with strong customer service skills and technical aptitude will be considered.
LANGUAGE SKILLS:
- Ability to read and follow basic technical instructions, support procedures, knowledge base articles, and user documentation.
COMPUTER SKILLS:
- Working knowledge of Windows desktop operating systems, Microsoft 365 or similar productivity tools, email, printers, scanners, and common office technology.
- Working knowledge of computer hardware, laptops, desktops, monitors, docking stations, desk and mobile phones, and peripheral devices.
- Understanding of network concepts such as Wi-Fi, Ethernet connections, VPN access, and internet connectivity troubleshooting.
- Experience using a help desk ticketing system.
ADDITIONAL QUALIFICATIONS:
- Candidate must travel within PPCCC geographic area (Thousand Oaks to San Luis Obispo) as needed to support equipment and staff.
- Must have reliable transportation.
Planned Parenthood California Central Coast’s (PPCCC’s) compensation philosophy supports the organization’s mission, vision, and values. Each position has a salary based on market value and the organization’s pay levels. The starting salary for this position is $29.86/hour with an opportunity for an increase after six months of employment. As part of our commitment to pay equity, PPCCC does not negotiate salaries.
Pay Differential: $1.00/hour bilingual Spanish/English differential pay is offered upon passing the language assessment test.
