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Help Desk Technician III

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L.A. Care Health Plan

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Location:
United States , Los Angeles

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

60778.00 - 91166.00 USD / Year
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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, assisting Level 2 technicians with escalated issues

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 for incident and service request resolution

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)

Additional Information:

Job Posted:
December 29, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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