Help Desk Technician - Los Angeles, CA

Planned Parenthood Los Angeles is seeking an experienced Help Desk Technician to work at our Downtown LA Headquarters office. Under the general supervision of the I.T. Help Desk Supervisor, the Help Desk Technician serves as the primary point of entry for all inbound technical service request and support issues from PPLA staff. Focused on providing Tier 1 and 2 support, the Help Desk Technician addresses a wide range of issues including hardware, networking, printing, and software application troubleshooting. Additionally, they work closely with the I.T. Department on admistrative Tasks and special projects ensuring maximum availability and accessibility of network resources across all PPLA locations.

Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 57+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.

All employees of PPLA are defined as Healthcare Workers by current Public Health Orders and are required to receive the seasonal influenza immunization and updated COVID-19 immunization (2024-2025 formula) OR wear a respiratory mask when in contact with patients or working in patient care areas.

• High school diploma or equivalent required; College degree, relevant certification, or equivalent experience preferred.
• Two (2) or more years' experience working as an IT Support Technician or Help Desk role with a background in Local Area Networks and Wide Area Networks utilizing industry standard hardware and software, Windows-based servers/workstations with at least 100 computers required.
• Minimum 2 years’ recent experience of the Windows operating system, including Enterprise deployment tools such as MS Intune, and basic OS troubleshooting and support required.
• Minimum 2 years supporting these various software programs including Microsoft Office; Adobe CS Suite, Crowdstrike, and other programs as needed required.
• At least 1 year of hands-on experience handling support and service requests using an Enterprise help desk ticketing system.
• Familiarity with healthcare software and HIPAA compliance a plus. Ability to communicate effectively with multiple audiences. 
• Ability to prioritize and manage numerous projects simultaneously. 
• Self-motivated, with the ability to work with little direct supervision. 
• Excellent written and verbal communication skills. 
• Accuracy and attention to detail essential. 
• Professional appearance and attitude.
• Availability to work flexible hours, including weekends and evenings as required. 
• Effective time and priority management skills.
• Ability to multi-task and handle changing priorities.
• Exhibit the ability to prioritize requests and assignments effectively.
• Ability to effectively handle stress and difficult customer interaction situations.
• Basic knowledge of ITIL processes and workflows.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving abilities.
• Ability to meet Los Angeles County background check requirements via Live Scan fingerprint clearance.
• Ability and willingness to travel within Los Angeles County.
• Reliable means of transportation for onsite and off-site work.
• If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.

• Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.
• Act as the initial point of contact for all inbound technical support and requests, representing the IT department with professionalism and expertise.
• Demonstrate strong customer service and excellent communication skills, with the ability to present ideas and explain complex technical concepts clearly and concisely.
• Triage and escalate Help Desk tickets to IT Engineers or Desktop Technicians, prioritizing issues and requests in accordance with departmental SOPs.
• Support system security and access, including virus protection and monitoring tools, in alignment with departmental SOPs and under the direction of IT management.
• Document all interactions and solutions in the IT Service Management (ITSM) system to maintain a comprehensive record of support activities.
• Monitor, log, and track IT Help Desk tickets until resolution, ensuring timely updates to users.
• Documenting all issues uniformly according to departmental SOPs, ensuring data hygiene and accuracy in the ticketing system.
• Provide administrative support for the IT department, ensuring that routine IT and security tasks are completed successfully and on time.
• Remotely diagnose, maintain, upgrade, repair, and configure systems, including mobile phones, desktops, laptops, printers, and other technologies.
• Support the creation of quotes and purchase orders for software and hardware, manage the ordering, tracking, and receipt of services and goods.
• Support all IT assets inventory by accurately maintaining the IT Assets Database, collaborating with the IT Procurement Analyst.
• Assist users with account access and password resets, ensuring a smooth user experience.
• Participate in periodic after-business-hours maintenance, including fixes, patches, and upgrades to network infrastructure.
• Participate in the on-call rotation schedule.
• Serve as support/backup for onsite technical needs throughout the agency. 

• Medical, dental, and vision coverage options for you and eligible dependents
• Free basic life/AD&D policy with additional voluntary coverage options
• Short Term Disability, Critical Illness and Accident policies
• 403(b) Retirement plan with up to 3% employer match
• Medical and Dependent Flexible Spending Account plans
• Public Transportation and Commuter Pre-Tax Reimbursements
• Generous vacation, sick, and holiday benefits
• Hiring range $29.00 - $35.00 per hour (Non-Exempt)

Compensation Philosophy and Position Hiring Range:

At Planned Parenthood Los Angeles we continuously work towards our values of Justice, Equity, Diversity, and Inclusion including with our compensation philosophy. PPLA recognizes that decisions about pay and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities and qualifications, and that they are compensated equitably which takes into account both internal organizational equity and market compensation data for similar roles.

Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding, or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law.  PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.