Helpdesk Technician III

Independent Living Systems, llc; Glendale (CA); On-site; USD 35,000 - 38,000; Full time

Job summary

Independent Living Systems (ILS) in Glendale, CA is seeking a Helpdesk Technician III to support our IT infrastructure, tackling advanced hardware, software, and network issues. You will work closely with IT teams and end-users to diagnose problems and maintain system performance, aiming for minimal downtime.

The role requires a bachelor’s degree in IT/CS, 5 years of experience, and strong Windows/macOS knowledge.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5 years of experience in a helpdesk or technical support role with progressively increasing responsibilities.
• Strong knowledge of Windows and macOS operating systems, common business applications, and networking fundamentals.
• Experience with troubleshooting hardware components, software installations, and network connectivity issues.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Relevant experience may substitute for the educational requirement on a year-for-year basis.

Responsibilities

• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Provide advanced technical support to diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, mobile devices and other peripheral devices.
• Install and configure software and hardware including setting up physical components (and installing operating systems, drivers, and applications).
• Document all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.
• Collaborate with senior IT staff to collaborate unresolved issues.
• Participate in ongoing training to stay current with healthcare IT systems and best practices.
• Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.
• Guide other helpdesk technicians by sharing expertise and providing guidance on technical challenges.
• Document technical procedures, solutions, and user guides to enhance the knowledge base and support efficiency.

Skills

Windows OS

macOS

Networking fundamentals

Troubleshooting hardware

Communication skills

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Remote support tools

Ticketing systems

IT asset management software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Technician III

Full Time Glendale, CA, US

Salary Range: $35.00 To $38.46 Annually

We are seeking a Helpdesk Technician III to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Helpdesk Technician III plays an essential role in ensuring the smooth operation and support of an organization's IT infrastructure by providing advanced technical assistance and troubleshooting. This position serves as a senior-level resource for resolving complex hardware, software, and network issues that frontline support cannot address. The Helpdesk Technician III will collaborate closely with IT teams and end-users to diagnose problems, implement solutions, and maintain system performance and security. Additionally, this role involves contributing to the development of support documentation and best practices. Ultimately, the Helpdesk Technician III ensures minimal downtime and optimal user satisfaction through expert problem resolution and proactive system maintenance.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5 years of experience in helpdesk or technical support role with progressively increasing responsibilities.
• Strong knowledge of Windows and macOS operating systems, common business applications, and networking fundamentals.
• Experience with troubleshooting hardware components, software installations, and network connectivity issues.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Relevant experience may substitute for the educational requirement on a year-for-year basis.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Associate (MCSA), or equivalent.
• Experience with remote support tools, ticketing systems, and IT asset management software.
• Familiarity with virtualization technologies, cloud services, and cybersecurity best practices.
• Prior experience mentoring or leading junior technical staff.

Responsibilities:

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Provide advanced technical support to diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, mobile devices and other peripheral devices.
• Install and configure software and hardware including setting up physical components (and installing operating systems, drivers, and applications.
• Document all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.
• Collaborate with senior IT staff to collaborate unresolved issues.
• Participate in ongoing training to stay current with healthcare IT systems and best practices.
• Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.
• Guide other helpdesk technicians by sharing expertise and providing guidance on technical challenges.
• Document technical procedures, solutions, and user guides to enhance the knowledge base and support efficiency.