Senior Help Desk Technician

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. Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

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.

Primary Duties

• 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.