Support Engineer

Wage band range $25.00 - $36.00 per hour; however, starting pay is ultimately determined by the scope of the position, the candidate's relevant experience, and internal equity.

Under the guidance of the IT Operations Manager, this role is responsible for supporting, implementing, operating, monitoring, administering, and maintaining Casa Pacifica's Information Technology infrastructure. This includes remote-hosted servers and desktop systems. The position involves coaching, training, and advising staff on IT-related issues, ensuring the seamless integration of hardware and software technologies. It also supports the efficient use of IT resources across all departments. In collaboration with in-house staff and external service providers, this person is tasked with assisting Casa Pacifica employees in utilizing the agency's computing resources effectively.

The IT Support Engineer adheres to Casa Pacifica’s Standards of Behavior and exemplifies our core values of respect, integrity, compassion, and courage. In this role, they provide essential administrative and clerical support to ensure the smooth operation of Casa Pacifica, ultimately contributing to positive outcomes for children.

We are a diverse and inclusive team providing excellent services to all our surrounding communities. Our team members are empowered to share their identities, ideas, and perspectives. A culture built on diversity, equity and inclusivity is essential to creating a safe and healing environment at Casa Pacifica.

Duties And Responsibilities

The primary function of this position is to provide Windows systems support including the set up and configuration of Windows networks and workstations. This position is responsible for installing and configuring hardware, Microsoft Windows, and other software as needed to ensure proper connectivity and use on the Casa Pacifica network. This includes setting proper security levels, checking network settings, and configuring client software. Will also help develop curriculum and deliver training that cover IT related subjects.

With the IT Operations Manager, the Support Engineer will also help to set IT policy by providing input into the development of short- and long-term IT strategies. This will include reviewing internal business processes and workflows and recommending technologies that can be used to improve them. This will also involve analyzing technology that is already present in-house but may be underutilized.

Must be able to isolate and resolve software and hardware problems on existing computers. Will also work with our service providers to troubleshoot basic network problems and perform network configuration under direction.

The person in this position will maintain and regularly review the inventory of computing resources in use at Casa Pacifica. These items include desktop PCs, laptop computers, mobile devices, software licenses, printers, network routers, switches, controllers, and access points.

This person must also have the ability to work on multiple tasks simultaneously and maintain a positive, receptive, and cheerful demeanor while working in possibly stressful situations.

Other Duties Include

• Perform ad-hoc support for various hosted applications. This includes Office365, Netsmart Avatar, Paycom, Concur, and Blackbaud. While experience with these applications is not required, it is important to have the ability to work with vendor support personnel to identify problems and implement solutions.
• Understand and use Active Directory tools to manage User Accounts. This includes assigning users to security groups.
• Assist employees in setting up Apple iOS devices to ensure they work with Casa Pacifica accounts and with cellular data networks.
• Provide one-on-one technical assistance for, and provide technical advice to, Casa Pacifica users
• Assist in trouble shooting and facilitating the repair of network printers and scanners
• Monitor and update the Help Desk ticketing system to ensure prompt action. Log ongoing support activities and document solutions in the Help Desk tickets.
• Proactively monitor the condition of deployed PCs in order to recommend and prioritize units for replacement
• Make changes, additions, and deletions to hosted VOIP phone system. Prep phones for users and troubleshoot VOIP connections.
• With IT Operations Manager develop training curriculum and material and deliver IT orientation training to fellow employees.
• Use Mobile Device Management tools to deploy, control, and manage devices.
• Provide support for Office 365, Microsoft Office, SharePoint, Teams Zoom and Exchange.
• Will occasionally be required to travel on day-trips to Casa Pacifica offices in Santa Barbara and Santa Maria.
• Perform periodic user account audits to ensure actual accounts match current employees.
• Other duties as assigned.
  
  

Qualifications Required

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.

EDUCATION And EXPERIENCE

• BA in Information Systems or equivalent experience.
• Excellent written and verbal communication skills.
• 4 - 6 years’ experience in a Windows Support position.
• Intermediate to expert level knowledge of Microsoft Office with a special emphasis on Microsoft Outlook.
• Demonstrated collaboration within a small and agile team and the ability to produce time-sensitive deliverables.
• Knowledge of core networking technologies including TCP/IP, DHCP, DNS, VPN management, switches, firewalls, and wireless access points.
• Knowledge of NTFS permissions.
• Windows Active Directory management (including Group Policies) a plus.
• Contributor level experience with Microsoft SharePoint a plus.
• Office 365 Enterprise Administrator experience a plus.
  
  

Other Skills And Abilities

• Able to influence others with diverse skills to implement new ways of improving processes.
• Ability to plan, strategize, implement and work within team management.
• Preference will be given to candidates with knowledge and experience in Behavioral Health business processes.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to detect and define problems, establish facts, critically process information and draw valid conclusions.
  
  

What We Offer

Casa Pacifica strongly believes in providing our employees with a comprehensive and competitive total benefits package that will support them across the many needs that arise in life. In addition to the salary information listed above, employees within this position will also be eligible for the following:

• Comprehensive Benefits package,
• 401k auto enrollment at 3% with up to 5% fully vested employer matching contributions made after first year of service
• 9 paid holidays
• Medical, Dental & Vision Insurance options
• Flexible Spending and Dependent care programs
• Excellent Training opportunities – including opportunities for CEUs
• Education/Tuition Assistance programs
• Group Discount Pet Insurance
• Aflac Hospital, Critical Illness, Accidental & Dental supplemental plan options
• Employee Assistance Program (EAP)
• Free Confidential Crisis Line 24/7, 365 days a year
• 4 face-to-face or telephonic sessions per issue, i.e.,
• Stress, Anxiety, Depression
• Life transitions
• Grief and Loss
• Divorce
• Conflict Resolution
• Substance Abuse
• Work-Life Counseling
• Free Legal and Financial Consultations
• Identity Theft Recovery Services
  

Casa Pacifica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All applicants will be given full consideration under state, local, and federal law.