IT Operations Specialist

Job Description

POSITION

IT Operations Specialist

OUR MISSION

To empower the youth in our community with equitable access to social, academic, and career opportunities to thrive

OUR VISION

All youth grow up to lead fulfilling lives fueled by their passions, talents, and a love of learning

OUR CORE VALUES

Curiosity, Respect, Ownership, Ganas, Unity, Equity

ORGANIZATION OVERVIEW

Boys & Girls Clubs of the Peninsula (BGCP) proudly stands as the largest expanded learning provider in San Mateo County, dedicated to empowering 6,000 TK-College students across 29 sites from East Palo Alto to Daly City. We believe that talent is equally distributed across Silicon Valley, but opportunity is not, so we are committed to ensuring that socio-economically disadvantaged students have equitable access to the opportunities that will help them thrive in school and beyond. Students benefit from high-quality academic programs, captivating enrichment activities, and access to critical mental health services. With support from our staff, Board, and broader Team BGCP community, we strive to make our community a great place for all kids to grow up.

POSITION OVERVIEW

The IT Operations Specialist plays a vital role in supporting BGCP's IT department by ensuring the smooth operation of the help desk and asset management functions. This role involves providing technical support to staff, maintaining IT equipment, troubleshooting hardware and software issues, and keeping accurate records of IT assets. The IT Operations Specialist will collaborate with various teams to enhance technology infrastructure and improve efficiency. Reporting directly to the Head of Information Technology, this position contributes to the overall functionality and reliability of BGCP's technology systems.ROLE & RESPONSIBILITIESTechnical Support & Help Desk Management

Serve as the first point of contact for IT support, assisting staff with technical issues via phone, email, or in person

Log, track, and manage support tickets using the organization's ticketing system to ensure timely resolution

Troubleshoot and resolve hardware, software, and network connectivity issues

Escalate complex technical issues to senior IT staff or external vendors when necessaryIT Asset Management & Maintenance

Maintain an up-to-date inventory of IT assets, including computers, printers, network equipment, and software licenses

Ensure accurate records are kept in the asset management database

Assist with the setup, deployment, and configuration of IT equipment for new hires and existing staff

Perform routine audits of IT assets to ensure compliance, accuracy, and proper allocation of resourcesSystem & Infrastructure Support

Assist with the maintenance and troubleshooting of BGCP's network infrastructure, including Wi-Fi and VPN access

Support the implementation of security protocols and best practices to protect BGCP's technology resources

Monitor system performance and identify potential areas for improvementProcess Improvement & Customer Service

Work closely with the IT team to identify opportunities for streamlining processes and improving efficiency

Assist in documenting IT procedures, troubleshooting guides, and best practices for end-users

Support training initiatives by helping staff understand and utilize technology effectively

Deliver friendly and professional customer service to ensure staff feel supported in their technology needsEvent & Audio-Visual (AV) Support

Set up and manage AV equipment for BGCP events, ensuring smooth presentations

Provide on-site technical assistance during meetings, training sessions, and special events

Troubleshoot AV-related issues, including projectors, microphones, and video conferencing systems

This job description is not exhaustive and may be subject to modifications based on organizational needs.

QUALIFICATIONS

High school diploma or equivalent required; an associate's or bachelor's degree in Information Technology, Computer Science, or a related field is preferred

1 - 3 years of experience in IT operations, technical support, or a related field preferred

Fundamental knowledge of computer hardware, operating systems, software applications, and networking concepts

Experience in troubleshooting IT issues related to desktops, laptops, printers, and mobile devices

Familiarity with help desk ticketing systems and asset management tools is a plus

Strong problem-solving and troubleshooting abilities with a proactive approach

Excellent communication and interpersonal skills, capable of assisting staff with varying technical proficiencies

Detail-oriented and organized, with the ability to manage multiple tasks and prioritize effectively

A collaborative team player with a willingness to learn and adapt to new technologies

Valid California Driver's License (Class C) and a clean driving record

Ability to travel up to 40% to various BGCP sites (company van provided)PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The usual and customary methods of performing the job's functions require the following physical demands: occasional lifting, carrying, pushing, and/or pulling; some climbing and balancing; some stooping, kneeling, bending at the waist, reaching overhead, crouching, squating, and/or crawling; and significant fine finger dexterity. Generally the job requires 80% sitting, 20% walking & standing and physically able to lift a minimum of 75 pounds, and work indoors or outdoors. Work environment noise level is usually moderate but can be noisy at times. All requirements are subject to reasonable accommodations.

LOCATION

Menlo Park, CA

*40% travel to various sites across the Peninsula (29 locations). A company van will be provided for travel

WORK SCHEDULE

Generally, Monday - Friday from 9 AM to 6 PM, however, flexibility is required to align with the organization's needs.

This position offers a hybrid work arrangement, combining both in-office and remote work. You are expected to adhere to the following schedule:

In-Office Days: Monday through Friday are designated for in-person support for the probationary period of 90 days, during which your performance and suitability for the role will be assessed.

Flexibility: Please note that this schedule is subject to change. Upon completion of the probationary period, one remote workday will be introduced. Adjustments may be made based on organizational needs and evolving circumstances. Occasional weekend work may be required.

COMPENSATION & BENEFITS

Employment Status: Full-Time, Hourly

Pay Range: $30.00 - $35.00 per hour, depending on experience (DOE)

Health Benefits:

You are entitled to company-provided medical, dental, and vision benefits as well as life and long-term disability insurance paid at 100% by BGCP with additional buy up options beginning on your start date

Retirement Benefits: You will be able to participate in our 401(k) retirement plan after ninety days of employment

Comprehensive Paid Time-Off Policy, along with additional benefits

Contributing to a thriving community for youth growth: Beyond measure

As part of the hiring process, BGCP requires candidates to complete a LiveScan fingerprinting, background check, and tuberculosis (TB) test.

Disclaimer: The above declarations are not intended to be an "all-inclusive" list of all duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

BGCP is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We provide equal employment opportunities for all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ethnicity, age, disability, genetic information, medical condition, marital status, military or veteran status, or any other characteristic or combination of characteristics protected under applicable law. BGCP is dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively encourage candidates from all backgrounds to apply for positions within our organization.

Full-time