Description

Wayfinder Family Services ensures that children, youth, and adults facing challenges always have a place to turn.

Wayfinder is committed to advancing IDEA (Inclusion, Diversity, Equity, and Accessibility).

Wayfinder believes inclusion, diversity, equity, and accessibility are essential to our excellence and our mission's execution. We value differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. We are committed to creating a diverse and welcoming workplace that reflects the diversity of the communities we serve and includes individuals with diverse backgrounds and experiences. Individuals of color, women, LGBTQIA , veterans and differently-abled persons are encouraged to apply.

In exchange for your talent, Wayfinder offers an excellent benefits package, which includes the following:

• This role is eligible for Public Service Loan Forgiveness (PSLF)
• Competitive salary - Sign-on bonus for eligible roles
• Flexible schedules depending on the position (some offering hybrid)
• Medical insurance with a $30 premium per paycheck coverage plan (employee-only)
• Dental insurance 100% employer paid for HMO coverage plan (employee-only)
• 401(k) retirement plan with an employer match up to 4%
• 11 paid holidays per year and a generous paid time off policy
• Five paid winter holidays (between Christmas Eve & New Year's Day)
• Education Reimbursement Program
• Robust training opportunities: Shared Core Practice Model, Trauma-Informed Care, Evidence-based Practices
• Clinical Supervision for licensure

Role Summary

The Information Systems & Technology (IST)Helpdesk Administrator is responsible for handling the daily administrative processes for the IST department. This includes triaging all helpdesk calls, escalating support requests, managing inventory and working with the Systems Analyst in providing assistance with end-user support, issue resolution, training/guidance for various technologies and systems. The training aspects include IT/IS orientation, assisting users with software navigation or functionality questions, and drafting user guides or reference materials, as assigned. The IST Helpdesk Administrator may be assigned other duties and project related tasks.

• Responsible for handling various IT/IS support tasks, including responding to requests that require onsite troubleshooting, remote support, and assigned project implementations tasks.
•  Respond to Helpdesk requests from department ticketing and phone system in a timely manner to ensure that helpdesk work orders are assigned to the appropriate IT professional in accordance with IST SLA.
•  Tier I troubleshooting of agency hardware, software, printer and copier systems.
•  First contact triage of Helpdesk tickets. Determine the correct resolution or escalation as needed. Oversee IT Department equipment requisitions, purchases, invoices, shipping coordination, tracking and receipt. Coordinate Manufacture Return Authorization and shipments as needed.
• Maintain agency mobile device management, distribution and company accounts.
• Prepare IT equipment for new and replacement devices. This includes equipment setup/configuration, enrollment in MDM software (as applicable), shipping, tracking, and delivery confirmation (as applicable)..
• Provides IT New Hire Orientation training as well as other ongoing staff training related activities, as assigned.
• Assists with the development of user reference guides, internal procedures, process improvement initiatives, and other materials, as assigned.
• Communicates efficiently and effectively with management, users, and internal/external resources for all assigned duties and tasks.
• Collaborates with other IST department analysts for support request resolution and when assigned on project tasks.
• Assists the IST department to ensure the agency’s information technology and systems adhere to HIPAA, LA County, Department of Mental Health (DMH), Council on Accreditation (COA), and other regulatory or contractual requirements.
• Performs other departmental duties as assigned by the Information Technology Manager or at the request of the Senior Director of IST in order to support the on-going agency needs.

Qualifications

• Associate’s degree, or certification from an accredited program focused on technology support; OR at least 2 years of directly related work experience. An equivalent combination of education and experience may be considered. 
• Experience working with helpdesk services, including user support operations, user training material development, user training delivery, systems analysis, and issue troubleshooting and resolution techniques.
• Experience supporting desktop computing environments, including Microsoft products, Windows, Office365, Active Directory, and various other productivity software.
• Experience in a healthcare setting including support of clinical and billing operations for behavioral health is a plus.
• Tier I technical knowledge of Windows based desktop computing enterprise environments including Windows 10 and 11.
• Tier I knowledge and skills to perform hardware troubleshooting, on various company devices including desktops, laptops, mobile devices, printers, and other peripherals.
• Knowledge of and skills to effectively utilize, support and train on Microsoft Office applications, including Office365 and Exchange administrative support functions.
• Knowledge and skills to create training and other reference materials, procedural documentation, and to deliver training to end-users.
• Knowledge of and skills to support users for business process flows, software applications, reporting needs, system interfaces, and issue resolution.

Employee Wellness & Safety

Wayfinder is committed to creating an environment where employees and clients are safe. To meet this goal, we ask that employees be fully vaccinated (including boosters) against the COVID-19 virus as a condition of employment. All staff must demonstrate evidence of the first vaccine dose on or before their employment start date. Wayfinder will consider requests for exemption based on religious beliefs or medical accommodations. Wayfinder requires a thorough background screening process that includes fingerprinting and a health screening.

Trauma-Informed Care

Wayfinder practices Trauma-Informed Care (TIC) principles which recognize the signs, symptoms, and widespread impact of trauma. Employees integrate the knowledge of Trauma-Informed Care into policies, procedures, and practices to prevent re-traumatization which promotes the healing of families, youth, individuals, and communities.

Wayfinder is an Equal Opportunity Employer.

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