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Help Desk Technician III
4 months ago
Salary Range: $60, Min.) - $75, Mid.) - $83, Max.)
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 in five health plans, we make sure our members get the right care at the right place at the right time.
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.
The Help Desk Technician III is a key member of the Information Technology team at L.A. Care Health Plan. This position will support and help train level 1 technicians and handle level 2 related technical incidents. Strong technical, customer service and communication skills are required in order to handle our day-to-day business operations. This position will also act as a liaison between the Information Technology ( I.T.) Service Desk, business units and other I.T. teams. This position must have a proven track record of delivering strong customer service, meeting deadlines and resolving technical problems on a first-time-resolution basis. This position will report to and work very closely with the I.T. Technical Support Manager in completing Information Technology related projects. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.
DutiesCompletes all reporting functions for the I.T. Service Desk Department to include (but not limited to): inventory of software, hardware, mobile phones, laptops, users, desktops and monitors. Creates an inventory control system and establishes strategies for mitigation of discrepancies. (20%)
Creates audit tools as assigned; conducts audits analyzing results and recommending and implementing process improvements. Helps with regulatory audits and HIPPA compliance. (10%)
Accurately audits department specific processes, analyzes and reports audit findings based on established guidelines (GAP analysis). Makes recommendations to the I.T. Management as needed. (15%)
Successfully handles issues escalated from level 1 I.T. Service Desk Technicians. Effectively acts as a liaison between the I.T. Service Desk and our internal business units. Works closely with other I.T. units in order to address escalated I.T. incidents. (15%)
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, department interns, etc. as needed.
(10%)
Trains new and current level 1 technicians and shares I.T. knowledge is to all staff. (10%)
Duties ContinuedWrites new Standard Operating Procedures (SOPs) and updates existing ones based on day to day business changes. (5%)
Helps enforce all I.T. policies - especially those with security implications. (5%)
Perform other duties as assigned. (10%)
Education RequiredAssociate's DegreeIn lieu of degree, equivalent education and/or experience may be considered.Education Preferred
Bachelor's Degree in Information Technology or Related FieldExperience
Required:
At least 0-2 years of experience in Information Technology Service Desk/ Help Desk.
Required:
Proficiency in troubleshooting Windows 7 and 10, Active Directory, Microsoft Office 2013 and 2016 and software imaging solutions is required.
Must have a proven track record of delivering strong customer service, meeting deadlines and resolving technical problems on a first-time-resolution basis.
Familiar with current Health Insurance Portability and Accountability Act (HIPAA) & HITECH IT regulatory requirements and be prepared to work on federal and state agency audits.
Licenses/Certifications RequiredLicenses/Certifications Preferred
Required Training
Physical Requirements
ModerateAdditional Information
Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.
L.A. Care offers a wide range of benefits including
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
- Volunteer Time Off (VTO)
