IT HELP DESK TECH I

Gateways Hospital and Mental Health Center, located in Los Angeles, is a non-profit organization that provides an array of comprehensive mental health services for Children, Adolescents, Transitional Aged Youth, and Adults suffering from mental illness in the Greater Los Angeles area. The organization consists of a standalone fifty-five (55) )-bed hospital and six outlying outpatient facilities that have anywhere from fourteen (14) beds to one hundred and thirty-four (134) beds. The organization has approximately four hundred (400) employees.

SUMMARY OF POSITION
We are seeking a reliable and customer-oriented I.T. Help Desk I technician to provide first-level support for computer systems, mobile devices, VoIP phones, printers, and other technologies. The ideal candidate will have strong troubleshooting skills, attention to detail, and a service-first attitude.

ESSENTIAL DUTIES       

• Provide support for Windows desktop/laptop hardware and software
• Install, configure, and support Microsoft Office 365 applications
• Create and manage user accounts and email using Active Directory
• Set up eFax accounts and troubleshoot issues
• Organize and maintain clean and efficient cable management at workstations
• Set up and troubleshoot printers, scanners, and multi-function devices
• Respond to user requests and track issues using Zoho Desk ticketing system
• Troubleshoot basic network issues (Wi-Fi, Ethernet, Cellular)
• Perform password resets and assist users with login issues
• Support remote connectivity solutions (VPN, RemotePC, Remote Desktop)
• Set up and support VoIP and Teams Phones
• Maintain accurate inventory of I.T. devices and assist with asset tagging
• Escalate complex issues to senior I.T. staff as needed
• Performs other additional tasks as directed.

ESSENTIAL SKILLS

• Strong problem-solving and communication skills
• Detail-oriented and organized

EDUCATION & CERTIFICATES

• CompTIA certifications

EXPERIENCE/QUALIFICATIONS

Minimum Experience Required:

• 1-2 years of experience in an I.T. Help Desk or technical support role
• Proficiency with Windows OS, Office 365, and Active Directory
• Basic knowledge of networking (IP, DNS, DHCP)
• Familiarity with remote access tools and VoIP systems

Desired Experience:

• Healthcare I.T. experience or HIPAA awareness

REQUIREMENTS

• Must pass Department of Justice (DOJ), Federal Bureau of Investigations (FBI), and Community Care Licensing (CCL) background clearance.
• Valid California Driver’s license.
• TB clearance.
• Driving record acceptable for coverage by Gateways insurance carrier.
• Fire and Safety Training*.
• Crisis Prevention Institute Training (CPI)**
• Note: If indicated certifications/licenses are lacking, they must be obtained within 180 days of hire.
• **Training needs to be completed within 30 days from the date of hire on a designated date provided by onboarding.  Staff need to be certified at a commensurate level for their role to perform their job duties (staff will be taken off the schedule if certification is not achieved).

PHYSICAL REQUIREMENTS

• To perform this job you must be able to carry out all essential functions successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the job.
• Employee will be required to lift and/or move unassisted up to 25 pounds.