Help Desk Technician III

Manages complex issues escalated from Level 2 Service Desk Technicians, serving as a key liaison between the I.T. Service Desk and internal business units. Collaborates with other I.T. teams to resolve critical incidents, ensuring high-level customer service and quick resolution. (50%)

Takes the lead and/or assists I.T. Management with the completion of department related projects. Applies subject expertise in evaluating business operations and processes. Identifies areas where technical solutions would improve business performance. Consults across business operations, providing mentorship, and contributing specialized knowledge. Ensures that the facts and details are correct so that the project’s/program's deliverable meets the needs of the department, organization and legislation's policies, standards, and best practices. Provides training, recommends process improvements, and mentors junior level staff. (5%)

Conducts audits by analyzing results and recommending and implementing process improvements. Assists with regulatory audits and HIPPA compliance. Accurately audits department-specific processes, analyzes and reports audit findings based on established guidelines (GAP analysis), and makes recommendations to I.T. Management as needed. Conducts entitlement reviews, monitors compliance activities, and provides recommendations for improvements. (5%)

Provides training to new and existing Level 2 technicians, sharing valuable I.T. knowledge and ensuring the team is up to date with the latest tools, technologies, and best practices. (5%)

Collaborates and completes all reporting functions for the I.T. Service Desk, including inventory management of software, hardware, laptops, desktops, monitors, and user data. Develops and maintains an inventory control system and implements strategies to identify and mitigate discrepancies. Collaborates effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders. (5%)

Logs into the phone queue to assist with incoming calls in the morning or as needed, ensuring timely support for end users. Assists in responding to user inquiries and technical issues via phone, email, or chat, ensuring professional and timely resolution. (5%)

Writes, reviews, and updates Standard Operating Procedures (SOPs) based on ongoing business changes and evolving processes, ensuring documentation is accurate and aligned with organizational needs and policies. Manages and ensures the successful execution of the On/Offboarding process in alignment with established Standard Operating Procedures (SOPs). (5%)

Ensures adherence to all I.T. policies, with a particular focus on those related to security, risk management, and data protection, to maintain a secure and compliant environment across the organization. (5%)

At least 2 years of experience in Call Center Help desk, configuring & administering networked computer systems in a Windows environment.

Extensive experience with MS Office 365 Suite, Entra ID, Active Directory, Intune, and laptop/desktop configurations.

Experience with diagnosing and resolving advanced issues related to Active Directory, VPN, and remote desktop functionality.

Experience with ticketing systems (e.g., Jira Service Management).

Excellent knowledge of security protocols, endpoint management tools, and user access management, with the ability to resolve complex technical issues and deliver high-quality support in a fast-paced environment.

Excellent track record of delivering excellent customer service, meeting deadlines, and achieving first-time resolution of technical issues.

Excellent initiative and ownership of tasks, with the ability to work independently and effectively troubleshoot complex issues.

Excellent problem-solving skills with the ability to remain composed under pressure, ensuring timely and effective resolutions.

Knowledge in configuring and managing remote LAN access for VPN.

Proven ability to manage and prioritize multiple tasks and incidents in a fast-paced environment.

Ability to log all calls and incidents into Jira Service Management, ensuring accurate tracking and resolution.

Ability to resolve escalated Incidents and Service Requests within the agreed Service Level Agreements (SLAs).

Ability to collaborate effectively with team members, demonstrating strong teamwork and a proactive work ethic.

Excellent customer service skills, ensuring user satisfaction and prompt issue resolution.

Excellent written and verbal communication skills.

Proven ability to work within defined SLAs for incident and service request resolution.

In addition to the main corporate office, L.A. Care supports 14 Community Resource Centers across L.A County.