L.A. Care Health Plan · 2 days ago
Help Desk Technician III (Hybrid)
Los Angeles, CA
Full-time
Hybrid
Entry, Mid Level
$61K/yr - $91K/yr
2+ years expL.A. Care Health Plan is the nation’s largest publicly operated health plan, dedicated to providing health coverage to low-income residents in Los Angeles County. The Help Desk Technician III plays a critical role in the IT team, offering advanced technical support and mentoring Level 2 technicians while ensuring high user satisfaction and efficient incident resolution.
FitnessGovernmentHealth Care
Responsibilities
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. (50%)
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 that the facts and details are correct so that the project’s/program's deliverable meets the needs of the department, organization and legislation's policies, standards, and best practices. Provides training, recommends process improvements, and mentors junior level staff. (5%)
Conducts audits by analyzing results and recommending and implementing process improvements. Assists with regulatory audits and HIPPA compliance. Accurately audits department-specific processes, analyzes and reports audit findings based on established guidelines (GAP analysis), and makes recommendations to I.T. Management as needed. Conducts entitlement reviews, monitors compliance activities, and provides recommendations for improvements. (5%)
Provides training to new and existing Level 2 technicians, sharing valuable I.T. knowledge and ensuring the team is up to date with the latest tools, technologies, and best practices. (5%)
Collaborates and completes all reporting functions for the I.T. Service Desk, including inventory management of software, hardware, laptops, desktops, monitors, and user data. Develops and maintains an inventory control system and implements strategies to identify and mitigate discrepancies. Collaborates effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders. (5%)
Logs into the phone queue to assist with incoming calls in the morning or as needed, ensuring timely support for end users. Assists in responding to user inquiries and technical issues via phone, email, or chat, ensuring professional and timely resolution. (5%)
Writes, reviews, and updates Standard Operating Procedures (SOPs) based on ongoing business changes and evolving processes, ensuring documentation is accurate and aligned with organizational needs and policies . Manages and ensures the successful execution of the On/Offboarding process in alignment with established Standard Operating Procedures (SOPs). (5%)
Ensures adherence to all I.T. policies, with a particular focus on those related to security, risk management, and data protection, to maintain a secure and compliant environment across the organization. (5%)
Participates in the after-hours on-call rotation, assisting Level 2 technicians with escalated issues and offering guidance as needed to ensure effective resolution. (5%)
Performs other duties as assigned. (10%)
Qualification
Required
Associate's Degree
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
Expertise in troubleshooting Windows 10 and 11, Active Directory, Microsoft Office 365, software imaging solutions, network connectivity issues, hardware diagnostics, remote desktop support, (Information Technology Infrastructure Library (ITIL) best practices, and incident management
Excellent knowledge of security protocols, endpoint management tools, and user access management, with the ability to resolve complex technical issues and deliver high-quality support in a fast-paced environment
Excellent track record of delivering excellent customer service, meeting deadlines, and achieving first-time resolution of technical issues
Excellent initiative and ownership of tasks, with the ability to work independently and effectively troubleshoot complex issues
Excellent problem-solving skills with the ability to remain composed under pressure, ensuring timely and effective resolutions
Knowledge in configuring and managing remote LAN access for VPN
Proven ability to manage and prioritize multiple tasks and incidents in a fast-paced environment
Ability to log all calls and incidents into Jira Service Management, ensuring accurate tracking and resolution
Ability to resolve escalated Incidents and Service Requests within the agreed Service Level Agreements (SLAs)
Ability to collaborate effectively with team members, demonstrating strong teamwork and a proactive work ethic
Excellent customer service skills, ensuring user satisfaction and prompt issue resolution
Excellent written and verbal communication skills
Proven ability to work within defined SLAs for incident and service request resolution
Preferred
Bachelor's Degree in Information Technology or Related Field
Computing Technology Industry Association (CompTIA) A+ Certification
Computing Technology Industry Association (CompTIA) Network+ Certification
Computing Technology Industry Association (CompTIA) Security+ Certification
Microsoft Certified: Azure Fundamentals
Benefits
Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)
Company
L.A. Care Health Plan
L.A. Care’s mission is to provide access to quality health care for L.A.
1001-5000 employees
H1B Sponsorship
L.A. Care Health Plan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Melanie Rainer
Chief Strategy and Transformation Officer
Recent News
MarketScreener
2025-08-27
2025-08-04
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