Helpdesk Technician III

Independent Living Systems, LLC•Glendale, CA

13d

About The Position

Independent Living Systems (ILS), along with its affiliated health plans Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for vulnerable populations. The Helpdesk Technician III provides advanced technical assistance and troubleshooting to support the organization’s IT infrastructure. As a senior-level resource, this position resolves complex hardware, software, and network issues that frontline support cannot address. The technician collaborates with IT teams and end-users to diagnose problems, implement solutions, and maintain system performance and security. The role also contributes to support documentation and best practices, helping minimize downtime and promote user satisfaction through expert problem resolution and proactive system maintenance.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant experience may substitute for the educational requirement on a year-for-year basis.
Five 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 troubleshooting hardware components, software installations, and network connectivity issues.
Excellent communication skills and the ability to explain technical concepts clearly to non-technical users.

Nice To Haves

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 the organization’s mission and model ILS Experience Standards of Excellence.
Respond to and resolve incoming helpdesk requests by phone, email, or ticketing system in a timely and professional manner.
Provide advanced support to diagnose, troubleshoot, and resolve hardware, software, and network connectivity issues involving desktops, laptops, printers, mobile devices, and other peripherals.
Install and configure software and hardware, including physical components, operating systems, drivers, and applications.
Document support activities and resolutions accurately in the helpdesk ticketing system.
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.
Perform other duties as assigned.