Didi Hirsch Mental Health Services seeks a seasoned Senior Help Desk Technician to serve as a pivotal link between staff and IT, delivering advanced troubleshooting and second-level support onsite. Based in Culver City, CA, this role combines hands-on desktop imaging, user support across devices, and proactive problem resolution, with a compensation range of USD 27 to 30 per hour. The position emphasizes collaboration with administrators on projects, maintaining a robust knowledge base, and ensuring high levels of service delivery within a mission-driven organization.

Responsibilities

Deliver advanced troubleshooting for tickets escalated from level one support.
Image desktops and laptops to prepare devices for staff use.
Record trouble calls and resolutions in the Help Desk ticketing system.
Perform Active Directory administration tasks.
Provide support for iPads, laptops, and remote users.
Partner with administrators on special projects and task assignments.
Travel between remote sites to deliver on-site IT support.
Offer SharePoint assistance and guidance as needed.
Maintain current knowledge through continuing education and certifications.
Collaborate with other departments on projects, training, and support initiatives.
Maintain a high level of client satisfaction and professional conduct.
Attend and participate in regularly scheduled program, division, and Agency staff meetings.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
Minimum of 6 years of experience in a helpdesk or technical support role, with at least 2 years in a senior or lead position.
In-depth knowledge of the Microsoft Office 365 suite, including troubleshooting and administration.
Proficiency in imaging and re-imaging desktops and laptops, with experience using various imaging software.
Strong experience deploying and managing software applications in a corporate environment.
Proven ability to lead and resolve complex desktop escalations.
Excellent skills in supporting remote users, including familiarity with remote desktop tools and VPNs.
Exceptional communication and interpersonal abilities with a strong customer-service orientation.
Ability to work independently and as part of a team, with a proactive, solution-focused mindset.
Relevant certifications (e.g., Microsoft Certified, CompTIA A+) are a plus.
Proficiency in standard computer operations and common applications.
Working knowledge of current computer technologies, including LAN/MAN/WAN, distributed computing, and security.
Strong organizational and problem-solving skills.
Strong interpersonal, oral, and written communication skills.
Ability to respond effectively to problems of varying complexity.
Commitment to team objectives and the organization’s philosophies.
Ability to adapt to changing needs by acquiring new skills and knowledge.
Current California driver’s license with a driving record acceptable to the Agency’s insurance carrier.

Technologies

Microsoft Office 365
Active Directory
SharePoint
Imaging software
Remote desktop tools
VPNs

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, particularly in communities where discrimination and injustice limit access.

Core Values

Excellence: Constant innovation and learning from the communities we serve, with ethical, compassionate care.
Diversity & Inclusion: Valuing diverse backgrounds and ideas, fostering belonging.
Equity: Promoting health equity and dismantling disparities within care systems and society.
Well Being: Prioritizing the well-being of staff, volunteers, and communities to support healthy clients.
Advocacy: Reducing barriers to care through active advocacy and policy engagement.
Community Engagement: Building partnerships to create an inclusive, responsive mental health ecosystem.

Senior Help Desk Technician