Help Desk Technician III Job at L.A. Care Health Plan (Los Angeles)

Job Description

The Help Desk Technician III plays a critical role within the Information Technology (IT) team at L.A. Care Health Plan, providing advanced technical support for complex incidents and serving as a mentor for Level 2 technicians. The Technician serves as a key liaison between the I.T. Service Desk, business units, and other I.T. teams, collaborating to resolve technical problems efficiently and maintain a high level of user satisfaction. This position also contributes to the completion of I.T. projects. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff. This position also ensures established monthly performance baselines are completed.

Job Responsibility

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
Takes the lead and/or assists I.T. Management with the completion of department related projects
Conducts audits by analyzing results and recommending and implementing process improvements
Provides training to new and existing Level 2 technicians
Collaborates and completes all reporting functions for the I.T. Service Desk, including inventory management
Logs into the phone queue to assist with incoming calls in the morning or as needed
Writes, reviews, and updates Standard Operating Procedures (SOPs)
Ensures adherence to all I.T. policies, with a particular focus on those related to security, risk management, and data protection
Participates in the after-hours on-call rotation
Performs other duties as assigned

Requirements

Associate's Degree (or equivalent education/experience)
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)
Experience with on-call support and afterhours troubleshooting
Expertise in troubleshooting Windows 10 and 11, Active Directory, Microsoft Office 365, software imaging solutions, network connectivity issues, hardware diagnostics, remote desktop support, (Information Technology Infrastructure Library (ITIL) best practices, and incident management
Excellent knowledge of security protocols, endpoint management tools, and user access management
Excellent track record of delivering excellent customer service, meeting deadlines, and achieving first-time resolution of technical issues
Excellent initiative and ownership of tasks
Excellent problem-solving skills
Knowledge in configuring and managing remote LAN access for VPN
Proven ability to manage and prioritize multiple tasks and incidents
Ability to log all calls and incidents into Jira Service Management
Ability to resolve escalated Incidents and Service Requests within the agreed Service Level Agreements (SLAs)
Ability to collaborate effectively with team members
Excellent customer service skills
Excellent written and verbal communication skills
Proven ability to work within defined SLAs
Moderate physical requirements

Nice to have

Bachelor's Degree in Information Technology or Related Field
Computing Technology Industry Association (CompTIA) A+ Certification
Computing Technology Industry Association (CompTIA) Network+ Certification
Computing Technology Industry Association (CompTIA) Security+ Certification
Microsoft Certified: Azure Fundamentals

What we offer

Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)

L.A. Care Health Plan - All Job Offers

Select Country

Help Desk Technician III

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?

Help Desk Technician III

Service Desk Analyst

Summer Job Warehouse Employee

Experienced Recruitment Consultant

Financial Markets Lead Consultant

Kitchen Team Leader

Kitchen Assistant

Senior Banquet Manager

Custodial Services Worker Lead

Our AI answers in your language