Job Abstract

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.  

Completes 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%)

Writes 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%)

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.