Gateways Hospital and Mental Health Center · 23 hours ago
IT Help Desk II
Los Angeles, CA
Full-time
Onsite
Mid Level
$76K/yr - $84K/yrGateways Hospital and Mental Health Center is a non-profit organization providing comprehensive mental health services in the Greater Los Angeles area. The IT Help Desk II role is essential for maintaining the functionality and security of endpoint systems and network infrastructure, providing technical support to end users, and ensuring a high level of customer service.
Health CareHomeless ShelterHospitalMental HealthNon ProfitWellness
Responsibilities
Respond to and resolve I.T. support requests in a timely, professional, and customer-focused manner using the organization’s ticketing system (Zoho Desk)
Provide support for desktop and laptop computers, printers, mobile devices, VoIP phones, and widely used software applications across the organization
Troubleshoot and support issues within our SaaS ecosystem, including Microsoft 365 and other cloud-based platforms
Accurately document all troubleshooting steps, solutions, and user communications in the ticketing system
Escalate unresolved or complex issues to appropriate personnel following defined escalation protocols
Install, configure, and maintain user workstations, applications, and peripheral equipment as required by Gateways’ Processes & Expectations
Assist with basic network troubleshooting (wired and wireless), including user connectivity and access issues
Provide support in a network environment managed through the ExtremeCloud™ IQ SaaS platform, which oversees switches and wireless access points
Maintain courteous, professional communication with staff at all levels to ensure user satisfaction and clear expectations
Follow established I.T. procedures for incident tracking, system documentation, and change management meeting response time expectations outlined in Gateways’ SLA
Keep users informed on the status of known issues and resolution timelines
Participate in after-hours on-call rotations or scheduled maintenance activities as needed. Be available and responsive when on-call
Maintain strict adherence to HIPAA, cybersecurity, and internal I.T. policies in all support activities
Train staff on IT processes, systems, and best practices
Performs other additional tasks as directed
Qualification
Required
Intermediate-level technical support experience
Familiarity with SaaS-based platforms and network environments
Experience with ticketing systems (Zoho Desk)
Support for desktop and laptop computers, printers, mobile devices, VoIP phones, and widely used software applications
Troubleshooting and support experience within SaaS ecosystem, including Microsoft 365 and other cloud-based platforms
Accurate documentation of troubleshooting steps, solutions, and user communications
Ability to escalate unresolved or complex issues
Installation, configuration, and maintenance of user workstations, applications, and peripheral equipment
Basic network troubleshooting skills (wired and wireless)
Support experience in a network environment managed through ExtremeCloud™ IQ SaaS platform
Courteous, professional communication with staff at all levels
Adherence to established I.T. procedures for incident tracking, system documentation, and change management
Keeping users informed on the status of known issues and resolution timelines
Participation in after-hours on-call rotations or scheduled maintenance activities
Availability and responsiveness when on-call
Strict adherence to HIPAA, cybersecurity, and internal I.T. policies
Training staff on IT processes, systems, and best practices
Strong proficiency with Microsoft Windows operating systems and the Microsoft 365 SaaS suite
Working knowledge of networking fundamentals (e.g., IP addressing, DNS, DHCP, Group Policies)
Excellent troubleshooting, communication, and documentation skills
Professional demeanor and a strong customer service mindset
Company
Gateways Hospital and Mental Health Center
Gateways Hospital and Mental Health Center offer homeless services, wellness centers, forensic, residential, outpatient & hospital programs.
Founded in 1953
201-500 employees
H1B Sponsorship
Gateways Hospital and Mental Health Center 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
2025 (1)
Funding
Current Stage
Growth StageTotal Funding
$0.04MKey Investors
Robert Ellis Simon Foundation
2024-03-01Grant· $0.04M
Leadership Team
Fay Ji
Chief Financial Officer
Brian Thorne
Chief Development Officer and Vice President of Hospital Strategic Initiatives
Recent News
Senator Alex Padilla (.gov)
2024-04-25
Company data provided by crunchbase