IT Help Desk II

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.

EDUCATION & CERTIFICATES

Minimum Education Required:

• High school Graduate or Equivalent

Desired Education:

• Bachelor’s degree in a related field

EXPERIENCE/QUALIFICATIONS

Minimum Experience Required:

• 2–4 years of experience in a technical support or help desk environment.
• Experience supporting cloud-based systems and SaaS tools.
• Familiarity with help desk ticketing systems (Zoho Desk preferred).

Desired Experience:

• Experience in a healthcare or HIPAA-regulated environment.
• Working knowledge of Active Directory, Group Policy, and remote desktop support tools.
• Familiarity with hospital-specific systems such as Electronic Health Records (EHR), VoIP phone systems, and badge access systems.

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.

Gateways believes that our people are our greatest asset and is proud to offer competitive benefits that support their health, happiness and career development. 

• Cover 100% Medical/Dental/Vision Premiums for all Full-Time Employees and 1 Dependent 
• 8 Paid Holidays 4 Personal Holidays in Calendar Year
• 2 Weeks of Vacation based on role
• 403b Retirement Plan Company Match 8%
• Annual Company Events 

Salary : $76,000 - $84,000