Help Desk Technician I (Sepulveda Information Technology)

This position is on site. The pay range for this position is between $22.13 - $24.60 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

• Responding to staff with computer software and hardware problems/questions and providing solutions as quickly and efficiently as possible with a focus on Customer Service.
• Assisting with updating, operation, and management of a Help Desk knowledgebase system to support the central site, remote sites and remote users.

Primary Duties

• Troubleshoots problems using email, telephone, and remote support tools
• Documenting trouble calls in Helpdesk Ticketing System
• Travel to remote sites to provide in person support for users
• Active directory user management and Microsoft 365 user management
• Windows 10 troubleshooting, configuration, and support
• Phone System and Web Conference configuration and support
• Printer, scanner, and other hardware and peripheral support
• Creates and distributes software images
• Helps to maintain physical inventory of all IT Assets
• Maintains current subject matter knowledge through continuing education and certifications
• Works with Level II techs on projects, training, and support
• Maintains a high level of satisfaction and professionalism
• Other duties as assigned

Position Requirements

• A proficiency in standard computer operations and common applications.
• Working knowledge of current computer technology (e.g., implementing LAN/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.
• High Level of Customer Service interactions.
• 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.