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Organization Overview:

Center Point DAAC is a nonprofit behavioral health organization in Sonoma County with over 50 years of experience supporting individuals and families on their recovery journey. We provide compassionate, evidence-based substance use disorder treatment through a full continuum of services, including outpatient, intensive outpatient, residential treatment, Pregnant and Parenting Women (PPW) programs, adolescent services, and specialized programs for individuals with complex needs. Guided by our commitment to dignity, equity, and community, Center Point DAAC strives to create a supportive environment where people can heal, grow, and build healthier futures—while upholding the highest standards of ethical care and regulatory compliance.

Job Summary:

The IT Helpdesk / Administrative Assistant provides frontline technical support and administrative assistance to ensure the smooth operation of Center Point DAAC’s technology systems and office functions. This position is responsible for day-to-day IT support, user assistance, equipment management, and coordination with external IT vendors.

The role supports staff across multiple departments with varying levels of technical ability and plays a key role in maintaining efficient, secure, and user-friendly technology systems. This position also provides administrative support as needed to support organizational operations.

The IT Helpdesk / Administrative Assistant reports to the Administrative Manager and works closely with program staff, leadership, and the organization’s co-managed IT provider.

Roles and Responsibilities:

IT Helpdesk and Technical Support:

Provide day-to-day IT support through ticketing systems (e.g., AutoTask), troubleshooting hardware, software, and connectivity issues.
Assist staff with varying levels of technical ability in resolving IT issues in a clear, user-friendly manner.
Troubleshoot common issues including login problems, slow systems, application errors, and connectivity issues.
Support remote users and off-site operations, including mobile units such as the MNTP van.

User Account and System Management:

Manage Microsoft 365 accounts, including user setup, access management, password resets, and multi-factor authentication (MFA).
Assist users with Outlook, OneDrive, SharePoint, and file sharing practices.
Support onboarding and offboarding processes, including account setup, permissions, and device preparation.

Equipment Setup and Inventory Management:

Set up and deploy computers, laptops, and workstations for new and existing staff.
Maintain and manage an accurate inventory of IT equipment, including computers, printers, and peripherals.
Ensure consistent naming conventions and tracking of devices across the organization.

Printer and Peripheral Support:

Troubleshoot and maintain printers (primarily Ricoh), including connectivity issues, scan-to-email setup, and SMTP configuration.
Coordinate with vendors and technicians to resolve hardware issues.

Vendor Coordination and IT Support Escalation:

Work alongside the co-managed IT provider (e.g., TeamLogic) to escalate and resolve more complex technical issues.
Communicate with external vendors and follow through to ensure issues are resolved in a timely manner.

Systems Maintenance and Troubleshooting:

Perform basic system maintenance, cleanup, and troubleshooting to ensure optimal performance of devices.
Identify and address recurring issues and recommend improvements.

Documentation and Process Improvement:

Develop and maintain internal IT documentation, guides, and troubleshooting resources.
Assist in improving IT processes and workflows to support staff efficiency and system reliability.

Security and Best Practices Support:

Provide guidance to staff on basic IT security practices, including handling sensitive information and secure remote access.
Support implementation of organizational IT policies and procedures.

Administrative Support:

Provide general administrative support as needed, including assisting with office operations and coordination tasks.
Support the Administrative Manager with special projects and operational needs.

Other Duties and Job Description Modification:

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required.

The IT Helpdesk/Administrative Assistant may be required to perform other related duties as assigned, consistent with organizational needs, regulatory requirements, and the scope of the position.

Center Point DAAC reserves the right to modify, revise, or update this job description at any time, with or without notice, to reflect changes in organizational needs, operational priorities, regulatory requirements, or job responsibilities, in accordance with applicable laws.

Required Skills and Abilities:

Strong troubleshooting and problem-solving skills.
Strong organizational and administrative skills.
Ability to communicate technical information in a clear and user-friendly manner.
Strong organizational and time management skills.
Ability to manage multiple tasks and prioritize effectively.
Strong attention to detail and documentation accuracy.
Ability to work independently and as part of a team.
Ability to maintain confidentiality and handle sensitive information appropriately.

Education and Experience:

Minimum Qualifications:

High school diploma or equivalent required.
Minimum of 2–3 years of experience in IT support, helpdesk, or technical support roles.
Experience supporting Microsoft 365 environments and general office IT systems.

Preferred Qualifications:

CompTIA A+ Certification or similar foundational IT certification.
Experience working in nonprofit or healthcare environments.
Familiarity with ticketing systems (e.g., AutoTask) and co-managed IT environments.

Physical Requirements:

Prolonged periods of sitting and computer work.
Ability to attend meetings and trainings at various program locations.
Ability to occasionally lift up to 15 pounds.

“Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.”

Center Point DAAC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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