Senior Help Desk Technician

This is an on-site position based in Culver City, CA. The pay range for this position is between $27.37-$30.33 hourly.

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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 about 270,000 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. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

As a Senior Help Desk Technician (internally referred to as Help Desk Technician II), you will deliver exceptional customer service while supporting staff, help desk technicians, and administrators in resolving technical issues and completing special tasks. You will document problems, resolutions, and procedures in the knowledge base to ensure consistent and efficient support. In this role, you'll handle advanced troubleshooting, provide second-level technical assistance, and escalate complex issues to the administrator level when needed.

• Provide advanced troubleshooting for problem tickets escalated from level one support.
• Imaging desktops and laptops.
• Documents trouble calls in the Help Desk ticketing system.
• Conducts Active Directory administration tasks.
• Provides iPad, laptop, and remote user support.
• Works with administrators on special projects and task assignments.
• Travels between remote sites for support.
• Provides SharePoint support.
• Maintains current subject matter knowledge through continuing education and certifications.
• Works with other departments on projects, training and support.
• Maintains a high level of satisfaction and professionalism.
• Attends and participates in routinely scheduled program, division, and Agency staff meetings.

Position Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 6 years' experience in a helpdesk or technical support role, with at least 2 years in a senior or lead position.
• In-depth knowledge of Microsoft Office 365 suite, including troubleshooting and administration.
• Proficiency in imaging and re-imaging desktops and laptops, with experience in various imaging software.
• Strong experience in deploying and managing software applications in a corporate environment.
• Demonstrated ability to lead and resolve complex desktop escalations.
• Excellent skills in supporting remote users, including familiarity with remote desktop tools and VPNs.
• Exceptional communication and interpersonal skills, with an emphasis on customer service.
• Ability to work independently and as part of a team, with a proactive and solution-focused approach.
• Relevant certifications (e.g., Microsoft Certified, CompTIA A+) are a plus.
• A proficiency in standard computer operations and common applications.
• Working knowledge of current computer technology (e.g., implementing LAN/MAN/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.
• 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.

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.

Diversity & Inclusion: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging.

Equity: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society.

Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.

Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high quality, integrated healthcare for all.

Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

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