L.A. Care Health Plan

Help Desk Technician III

L.A. Care Health Plan

full-time

Posted on:

Location Type: Office

Location: Los Angeles • California • United States

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Salary

💰 $60,778 - $91,166 per year

About the role

  • 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.
  • Collaborates with other I.T. teams to resolve critical incidents, ensuring high-level customer service and quick resolution.
  • Takes the lead and/or assists I.T. Management with the completion of department related projects.
  • Applies subject expertise in evaluating business operations and processes.
  • Identifies areas where technical solutions would improve business performance.
  • Consults across business operations, providing mentorship, and contributing specialized knowledge.
  • 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

  • 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.
  • Associate's Degree or equivalent education and/or experience may be considered.
  • Bachelor's Degree in Information Technology or Related Field preferred.
Benefits
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
networked computer systemsWindows environmentActive DirectoryVPNremote desktop functionalityticketing systemstroubleshootingconfigurationadministrationbusiness operations evaluation
Soft Skills
customer servicementorshipcollaborationleadershipproblem-solvingcommunicationproject managementtechnical consultationissue resolutionadherence to policies
Certifications
Associate's DegreeBachelor's Degree in Information Technology