Posted 7 days ago

Operations & Security Support Technician - Los Angeles, CA

Los AngelesOn-site

AI Summary

Planned Parenthood Los Angeles is seeking an experienced Operations & Security Support Technician with excellent technical skills to work full-time in our Downtown Los Angeles Headquarters.

About this role

Planned Parenthood Los Angeles is seeking an experienced Operations & Security Support Technician with excellent technical skills to work full-time in our Downtown Los Angeles Headquarters. In addition to managing end user device support, the technician acts as an additional point of contact for technical support, delivering Tier 1, 2, and 3 assistances in collaboration with the Help Desk and Infrastructure IT teams. This role offers hands-on support to users across the organization and contributes to special projects as required.

The primary goal of the Desktop Technician is to ensure secure, maximum availability of technology resources for PPLA staff across the organization. The role involves both on-site and remote support, with a strong emphasis on maintaining, upgrading, and troubleshooting desktop systems to enhance overall efficiency and performance. The technician is also responsible for preventive maintenance, which includes taking ownership of specific end-user management systems such as Security, MDM, and other enterprise remote management platforms. By maintaining a secure and stable desktop infrastructure, the Desktop Technician guarantees the delivery of reliable, consistent, and secure services to all users, with a focus on security, reliability, and accessibility.

Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 57+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.

Our Ideal Candidate will have the following qualifications:

High school diploma or equivalent required.

Associate degree, technical certification, or equivalent experience preferred.

At least 4 years’ of experience in IT support, NOC, Service Desk, Desktop Support, or Infrastructure support role required.

Experience monitoring and supporting enterprise systems, network infrastructure, internet connectivity, and endpoint devices required.

Experience with IT ticketing systems, monitoring platforms, and escalation procedures required.

Experience supporting physical security technologies such as badge access systems, surveillance systems, or monitoring platforms highly preferred.

ITIL, CompTIA A+, Network+, Security+, or similar certifications preferred.

Available to work an overnight shift of 9pm-5am.

Reliable means of transportation for onsite and off-site work within LA County.

About the position:

Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.

Monitor enterprise IT systems, networks, and applications in a 24/7 operations environment, responding to critical alerts including network outages, system failures, and site disruptions.

Serve as the first line of response for overnight IT incidents, ensuring rapid triage, prioritization, and escalation of issues based on severity and business impact.

Provide technical support to overnight Security and Facilities operations teams, troubleshooting hardware, software, network connectivity, and access issues impacting security systems.

Analyze alerts from infrastructure, network, endpoint, and application monitoring platforms to identify probable causes of incidents.

Execute initial incident response procedures, including containment, workaround implementation, and documentation before escalation to on-call engineering teams.

Manage incident tickets from creation through escalation, ensuring accurate documentation, timelines, and actions taken.

Coordinate escalations to on-call Infrastructure, Network, Security, and Application teams, providing clear summaries and supporting diagnostics.

Follow established escalation matrices and ensure timely engagement of appropriate technical resources.

Maintain situational awareness during major incidents and support incident bridge communications as needed.

Provide clear and timely communication to stakeholders, leadership, and affected users during outages or critical incidents.

Support overnight maintenance activities, system checks, patching efforts, and operational readiness tasks.

Assist with assigned IT operational projects and administrative tasks intended to support and offload daytime IT teams.

Maintain documentation related to incidents, troubleshooting procedures, and operational support activities.

Participate in periodic training exercises, operational reviews, and process improvement initiatives.

Generous salary and benefits package includes:

Medical, dental, and vision coverage options for you and eligible dependents

Free basic life/AD&D policy with additional voluntary coverage options

Short Term Disability, Critical Illness and Accident policies

403(b) Retirement plan with up to 3% employer match

Medical and Dependent Flexible Spending Account plans

Public Transportation and Commuter Pre-Tax Reimbursements

Generous vacation, sick, and holiday benefits

Hiring range: $35.43 to $42.52 per hour (Non-Exempt)

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