About this role
<p><b>Salary Range: </b> $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)</p> <p> </p> <p>Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.<br> <br> Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.<br> </p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Summary</H2> </div><div><p><span style="font-size:10.0pt"><span style="font-family:'Calibri', sans-serif">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.</span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Duties</H2> </div><div><p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span><span style="vertical-align:baseline"><span style="font-family:Calibri, sans-serif">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%)</span></span></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">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%)</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">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%)</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">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. <span style="color:black">Maintain accurate records of IT equipment using the asset management system. </span>(15%)</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p><span style="font-size:10.0pt"><span style="font-family:'Calibri', sans-serif">Perform other duties as assigned. (10%).</span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Duties Continued</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education Required</H2> </div><div><div>High School Diploma/or High School Equivalency Certificate</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education Preferred</H2> </div><div><div>Associate's Degree</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Experience</H2> </div><div><p><b>Required:</b></p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">At least 2 years of experience in Call Center Help desk, configuring & administering networked computer systems in a Windows environment.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Experience with MS Office 365 Suite, Aruze Active Directory, Intune, and, Laptops/Desktops configuration. </span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Experience with diagnosing and troubleshooting hardware, software, and network-related issues.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Experience providing support to remote and mobile laptop/desktop users. </span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Experience in Hardware maintenance tasks (Hardware refresh, laptop build, profiling, re-builds).</span></span><br> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Experience with ticketing systems (e.g., Jira Service Management). </span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills</H2> </div><div><p><b>Required:</b></p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Familiar in configuring remote LAN access for VPN. </span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span><span style="vertical-align:baseline"><span style="font-family:Calibri, sans-serif">Strong written and verbal communication skills.</span></span></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span><span style="vertical-align:baseline"><span style="font-family:Calibri, sans-serif">Ability to log all calls into ticketing systems (e.g. Jira Service Management).</span></span></span></span></p> <p style="margin-bottom:2.0px;margin-left:5.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span><span style="vertical-align:baseline"><span style="font-family:Calibri, sans-serif">Ability to resolve and escalate incidents and Service Requests within agreed SLAs.</span></span></span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Excellent team work ethic.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Excellent customer service skills. </span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Working knowledge of the Microsoft 365 Office Suite, Windows 10 & 11. </span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Knowledge of Active Directory, VPN, and remote desktop troubleshooting.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Ability to work well in a fast-paced, dynamic environment.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p style="margin-bottom:2.0px;margin-top:2.0px"><span style="font-size:10.0pt"><span style="font-family:Calibri, sans-serif">Strong computer troubleshooting and problem-solving skills.</span></span></p> <p style="margin-bottom:2.0px;margin-top:2.0px"> </p> <p><span style="font-size:10.0pt"><span style="font-family:'Calibri', sans-serif">Strong Workstation application knowledge. </span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Licenses/Certifications Required</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Licenses/Certifications Preferred</H2> </div><div><div>Computing Technology Industry Association (CompTIA) A+ Certification</div><div>Help Desk Institute (HDI) Certification</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Required Training</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Physical Requirements</H2> </div><div><div>Moderate</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Additional Information</H2> </div><div><p style="margin-top:2.0px"><span style="font-size:10.0pt"><span><span style="font-family:Calibri, sans-serif">In addition to the main corporate office, L.A. Care supports 14 Community Resource Centers across L.A County. </span></span></span></p> <p style="margin-top:2.0px"> </p> <p style="margin-top:2.0px"><span style="font-size:10.0pt"><span><span style="font-family:Calibri, sans-serif">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. </span></span></span></p> <p style="margin-top:2.0px">Travel to offsite locations for work required.</p> </div></div></div><p><b>Salary Range Disclaimer:</b> The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.</p> <p> </p> <p><b>L.A. Care offers a wide range of benefits including</b></p> <ul> <li>Paid Time Off (PTO)</li> <li>Tuition Reimbursement</li> <li>Retirement Plans</li> <li>Medical, Dental and Vision</li> <li>Wellness Program</li> <li>Volunteer Time Off (VTO)</li> </ul> <p> </p>