Senior IT Helpdesk Technician & Support Leader

Independent Living Systems, llc; Glendale (CA); Sur place; USD 70 000 - 90 000; Plein temps

Résumé du poste

Independent Living Systems, LLC in Glendale, CA is seeking a Helpdesk Technician III to support and maintain IT infrastructure for end users. You will diagnose hardware, software, and network issues and collaborate with IT teams to ensure minimal downtime.

This senior role requires strong communication, Windows and macOS expertise, and the ability to document solutions, mentor staff, and participate in on-call rotations to maintain high user satisfaction.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5 years of experience in helpdesk or technical support 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.

Responsabilités

• 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 escalate 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.

Connaissances

Windows

macOS

Networking fundamentals

Troubleshooting hardware

Effective communication

Formation

Bachelor’s degree in Information Technology or related field

Outils

Remote support tools

Ticketing systems

IT asset management software

Virtualization technologies

Description du poste

Independent Living Systems, LLC in Glendale, CA is seeking a Helpdesk Technician III to support and maintain IT infrastructure for end users. You will diagnose hardware, software, and network issues and collaborate with IT teams to ensure minimal downtime.

This senior role requires strong communication, Windows and macOS expertise, and the ability to document solutions, mentor staff, and participate in on-call rotations to maintain high user satisfaction.