Help Desk Technician II (Temporary- 3 months)

Job Summary

The Help Desk Technician II provides workstation phone, off site and onsite support for users, vendors and/or clients, resolving computer issues and help desk-related requests. This position plans, analyzes, configures, and installs new personal computer systems, determining user specifications for hardware and software upgrades; maintains and repairs existing computers; and deals with most issues that are simple or routine, escalating more complex or involved issues to Level III staff. This position composes documentation and communication regarding help desk/telephone support operations, and focuses on customer relations, achieving user comfort level on computer applications and equipment. This position may be required to travel on an as needed basis to fulfill user support responsibilities.

Duties

Help Desk Coordination: Create Jira Service Management (JSM) Tickets with detailed information for all calls and ensure users are kept informed of the status of their requests by entering notes in the ticket’s notes section. Adhere to established Jira Service Management Service Level Agreements (SLAs).  (30%)

User Support: Provide 1st and 2nd -tier user support. Help users resolve system problems, utilize standard software, and maintain standard hardware. Respond to user inquiries and technical issues via phone, email, or chat in a timely and professional manner. Participate on an on-call rotation for afterhours support. Install, configure, and assist with the setup of new hardware and software for employees. Manage and ensure On/Off Boarding process are carried through per established Standard Operation Procedure (SOP). (30%)

Account Creation: Create standard accounts for new users for workstation login or email. Assign users to established groups and assign standard file permissions on appropriate servers. (15%)

Maintain Supplies: Responsible for maintaining computer-related supplies (toner cartridges, etc.). Keep track of use, research prices, submit expenditure requests when needed, and ensure that consumables don't run out. Ensure that new hardware is accurately entered into the Asset management system. Workstation Roll out: Provide support for workstation rollouts. Maintain accurate records of IT equipment using the asset management system. (15%)

Perform other duties as assigned. (10%).

Duties Continued

Education Required

Education Preferred

Experience

Required:

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

Experience with MS Office 365 Suite, Aruze Active Directory, Intune, and, Laptops/Desktops configuration.

Experience with diagnosing and troubleshooting hardware, software, and network-related issues.

Experience providing support to remote and mobile laptop/desktop users.

Experience in Hardware maintenance tasks (Hardware refresh, laptop build, profiling, re-builds).
 

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

Skills

Required:

Familiar in configuring remote LAN access for VPN.

Strong written and verbal communication skills.

Ability to log all calls into ticketing systems (e.g. Jira Service Management).

Ability to resolve and escalate incidents and Service Requests within agreed SLAs.

Excellent team work ethic.

Excellent customer service skills.

Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders.

Working knowledge of the Microsoft 365 Office Suite, Windows 10 & 11. 

Knowledge of Active Directory, VPN, and remote desktop troubleshooting.

Ability to work well in a fast-paced, dynamic environment.

Strong computer troubleshooting and problem-solving skills.

Strong Workstation application knowledge.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information

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

L.A. Care Health Plan is available 24 hours a day, & 7 days a week, including holidays. Help Desk Shifts are assigned based on business need and may include but not limited to evenings, weekends, and holidays.

Travel to offsite locations for work required.