IT Helpdesk Technician I

Mental Health America of Los Angeles (MHALA) has been a pioneer in mental health service, advocacy, innovation, and training for nearly a century, working to ensure that people with mental health needs achieve meaningful, healthy lives in their communities.

MHALA is among the largest and most comprehensive nonprofit mental health agencies in Los Angeles County. The agency supports over 19,000 low-income and no-income individuals annually with integrated services. MHALA achieves impact in the areas of mental and physical healthcare, homelessness and housing, supported employment, and wellness and financial services, with special programs for Veterans and transition-age youth.

MHALA also provides training programs for individuals joining the behavioral health workforce and for the larger community around mental health issues.

MHALA works to ensure that its employees are just as cared for as its members. Communication, collaboration, transparency and a healthy work/life balance are core components of the agency culture. Employees are encouraged to engage in self-care and can enjoy a 35-hour workweek.

MHALA fosters diversity at all levels of the organization. The agency promotes a team-oriented culture that offers opportunities for growth. We are proud to offer a competitive salary and full benefits package, including an employee assistance program, and generous paid time off.

Information Technology Helpdesk Technician I

35 hours per week / $30.00 - $32.00 per hour

(The actual compensation will be determined based on experience and other factors permitted by law.)

Summary: Responsible for providing support for agency-wide end user services and dependent applications, infrastructure and communications, escalating to higher levels of support where needed. Resolves everyday service requests relating to end user hardware and software problems and malfunctions; manage MHALA’s mobile phones for the organization; interacts and consults with end users to manage end user satisfaction; provides guidance, assistance, and follow-up on end user inquiries; and performs end user hardware and software installations.

Essential Duties and Responsibilities: This is not an exhaustive task list, and other duties may be assigned as deemed appropriate or necessary by the supervisor or program director. Reasonable accommodation will be provided to any qualified person with a medical or psychiatric disability, providing it will not change the essential nature of the position, nor cause undue hardship to the Agency’s operations. MHALA is an equal employer opportunity and service provider. The agency will consider individuals with a criminal history in accordance with both the Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA).

• Provide helpdesk support and resolve problems to the end user’s satisfaction, demonstrating a high level of customer service from initial engagement of user to resolution and follow-up
• Manage and process users’ requests for new hardware, software and software licenses
• Monitor and respond quickly and effectively to requests received through the IT help desk
• Monitor help desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc., for the local workstation
• Resolve software and hardware issues
• Design, coordinate and conduct trainings for staff on software systems as needed
• Write technical “how-to’s” for users; e.g., “how to access email remotely”
• Assist with onboarding of new users including PC setup and deployment for new employees using standard hardware, images and software
• Install, test and configure new workstations, peripheral equipment and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Work on special assignments and projects, such as new hardware or software rollouts, and balance project work with day-to-day problem-solving responsibilities; perform routine assignments according to predetermined schedules.
• Manage and execute setup and deployment of wireless devices (e.g. iPhones, and tablets)
• Manage agency wireless networks
• Report wireless account usage to management as needed or requested
• Assists end users with a wide range of questions, problems and requests with their mobile device needs
• Assists in maintaining corporate mobile device inventory
• Trains end users on mobile device technology; create and tests scripts, and documentation
• Contributes to project planning and scheduling of projects and work needed related to mobile devices
• Plans and executes upgrades and patches for all mobile device applications and supporting tools
• Assists in enforcing mobile device security

EDUCATION AND EXPERIENCE MATRIX:

Associate Degree of Science in Information Sciences and Technology or similar certificate and minimum of two years of experience providing help desk support.

or

Bachelor of Business Administration in Information Systems and minimum of one year of experience providing help desk support.

or

Equivalent experience to a Bachelor of Business Administration in Information Systems and minimum of three years of experience providing help desk support.

POSITION REQUIREMENTS:

• Bachelor’s Degree in Information Systems preferred.
• Minimum of one year of experience providing help desk support required.
• Driving, a current class C driver’s license, a vehicle, proof of valid automobile insurance, and the ability to be insured by MHALA’s liability insurance are conditions of employment.
• Must have excellent verbal and written communications skills.
• Must be highly organized, including having sharp attention to detail and an ability to handle multiple projects without losing productivity.
• Must maintain a high level of customer service and follow-through.
• Good judgment and analytical ability for prioritizing support calls and end user software/hardware installations (based on impact on the business, urgency, and the individual nature of each problem/request); ability to know when and how to bring the correct resources to bear to expedite problem resolution/installations and deliver end user satisfaction.
• Must have very solid understanding of iOS devices, networking, hardware and software troubleshooting methodology, serves and printers.
• Must have strong MS Office and Windows skills.
• Must maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Must be reliable and flexible work schedule to include some evenings, weekends and/or holidays.
• Ability to establish and maintain positive and effective work relationships with co-workers.
• TB clearance and yearly re-testing is a condition of employment.