Senior Help Desk Technician (Sepulveda)

This position is on-site. The pay range for this position is between $27.30 - $35.00 hourly.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.

As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.

Summary

• Maintains a high level of customer service.
• Assists staff, help desk technicians, and administrators with problem resolution and special tasks.
• Documents problems, resolutions, and procedures in knowledgebase.
• Provides second level, advanced troubleshooting and escalating issues to administrator level when required.

Primary Duties

• Provide advanced troubleshooting for problem tickets escalated from level one support.
• Imaging desktops and laptops.
• Documents trouble calls in the Help Desk ticketing system.
• Conducts Active Directory administration tasks.
• Provides iPad, laptop, and remote user support.
• Works with administrators on special projects and task assignments.
• Travels between remote sites for support.
• Provides SharePoint support.
• Maintains current subject matter knowledge through continuing education and certifications.
• Works with other departments on projects, training and support.
• Maintains a high level of satisfaction and professionalism.
• Attends and participates in routinely scheduled program, division, and Agency staff meetings.

Equipment Operation

• Telephone/fax
• Computer, printer, and copy machine

Software includes all programs utilized by any department or division in the Agency including:

• Help Desk software
• Windows Operations Systems
• Microsoft Office Applications (Word, Excel, Access, PowerPoint, etc.)
• Accounting Software

Position Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 6 years’ experience in a helpdesk or technical support role, with at least 2 years in a senior or lead position.
• In-depth knowledge of Microsoft Office 365 suite, including troubleshooting and administration.
• Proficiency in imaging and re-imaging desktops and laptops, with experience in various imaging software.
• Strong experience in deploying and managing software applications in a corporate environment.
• Demonstrated ability to lead and resolve complex desktop escalations.
• Excellent skills in supporting remote users, including familiarity with remote desktop tools and VPNs.
• Exceptional communication and interpersonal skills, with an emphasis on customer service.
• Ability to work independently and as part of a team, with a proactive and solution-focused approach.
• Relevant certifications (e.g., Microsoft Certified, CompTIA A ) are a plus.
• A proficiency in standard computer operations and common applications.
• Working knowledge of current computer technology (e.g., implementing LAN/MAN/WAN, distributed computing and security.
• Strong organizational and problem-solving skills.
• Strong interpersonal/oral and written communications skills.
• Ability to be responsive to helping others with problems – minor and major.
• A commitment to team objectives and Didi Hirsch philosophies.
• Ability to adapt to changing needs by acquiring new skills and knowledge.
• Current California driver’s license and a driving record acceptable to the Agency’s insurance carrier.