IT Help Desk II

Title of Position I.T Help Desk II Location: Gateways Hospital & Mental Health Center Exempt/Non-Exempt: Exempt Union/ Non-Union: Non-Union Supervisor: Director of IT

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

The Help Desk Technician II provides intermediate-level technical support to end users throughout the organization. This role is essential for maintaining the functionality and security of endpoint systems, network infrastructure, and cloud-based applications. The technician is expected to troubleshoot hardware, software, and connectivity issues while ensuring a high level of customer service and compliance with organizational standards. Familiarity with SaaS-based platforms and network environments is critical to success in this position.

Essential Duties

• Respond to and resolve I.T. support requests in a timely, professional, and customer-focused manner using the organization’s ticketing system (Zoho Desk).
• Provide support for desktop and laptop computers, printers, mobile devices, VoIP phones, and widely used software applications across the organization.
• Troubleshoot and support issues within our SaaS ecosystem, including Microsoft 365 and other cloud-based platforms.
• Accurately document all troubleshooting steps, solutions, and user communications in the ticketing system.
• Escalate unresolved or complex issues to appropriate personnel following defined escalation protocols.
• Install, configure, and maintain user workstations, applications, and peripheral equipment as required by Gateways’ Processes & Expectations.
• Assist with basic network troubleshooting (wired and wireless), including user connectivity and access issues.
• Provide support in a network environment managed through the ExtremeCloud™ IQ SaaS platform, which oversees switches and wireless access points.
• Maintain courteous, professional communication with staff at all levels to ensure user satisfaction and clear expectations.
• Follow established I.T. procedures for incident tracking, system documentation, and change management meeting response time expectations outlined in Gateways’ SLA.
• Keep users informed on the status of known issues and resolution timelines.
• Participate in after-hours on-call rotations or scheduled maintenance activities as needed. Be available and responsive when on-call.
• Maintain strict adherence to HIPAA, cybersecurity, and internal I.T. policies in all support activities.
• Train staff on IT processes, systems, and best practices
• Performs other additional tasks as directed.
  
  

Essential Skills

• Strong proficiency with Microsoft Windows operating systems and the Microsoft 365 SaaS suite.
• Working knowledge of networking fundamentals (e.g., IP addressing, DNS, DHCP, Group Policies).
• Excellent troubleshooting, communication, and documentation skills.
• Professional demeanor and a strong customer service mindset.