Desktop Technician - Los Angeles, CA

Job description

Planned Parenthood Los Angeles is seeking an experienced **Desktop Support Specialist** with excellent technical skills to work full-time in our Downtown Los Angeles Headquarters. In addition to managing end user device support, the technician acts as an additional point of contact for technical support, delivering Tier 1, 2, and 3 assistances in collaboration with the Help Desk and Infrastructure IT teams. This role offers hands-on support to users across the organization and contributes to special projects as required. The primary goal of the Desktop Technician is to ensure secure, maximum availability of technology resources for PPLA staff across the organization. The role involves both on-site and remote support, with a strong emphasis on maintaining, upgrading, and troubleshooting desktop systems to enhance overall efficiency and performance. The technician is also responsible for preventive maintenance, which includes taking ownership of specific end-user management systems such as Security, MDM, and other enterprise remote management platforms. By maintaining a secure and stable desktop infrastructure, the Desktop Technician guarantees the delivery of reliable, consistent, and secure services to all users, with a focus on security, reliability, and accessibility. 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. ### Our Ideal Candidate will have the following qualifications: - High school diploma or equivalent required. - Associate college degree in IT-related field or relevant certifications (e.g., CompTIA A+, Network+) or equivalent experience preferred. - ITIL experience or certifications highly preferred. - At least 5 years’ experience working as a Desktop Technician or in a similar IT support role, with a strong background in Windows-based workstations and basic networking concepts, for environments with at least 100 computers required. - At least 1-year hands-on experience with desktop management, software deployment applications, and remote support tools such as InTune required. - Minimum 5 years’ experience of Windows operating systems and common business applications. - At least 3 years’ hands-on experience handling support and service requests using an Enterprise help desk ticketing system. - Ability to meet Los Angeles County background check requirements via Live Scan fingerprint clearance. - Reliable means of transportation for onsite and off-site work within LA County. ### About the position: - 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. - Provide hands-on end user device support, including desktop, laptop, mobile and desk phone hardware and software troubleshooting, installations, and upgrades. - Serve as an additional point of contact for the help desk, handling technical requests and providing remote support. - Diagnose, maintain, upgrade, repair, and configure desktop systems, including setting up computer systems for new users throughout the organization. - Monitor, log, and track assigned IT support tickets, escalating complex issues to appropriate IT staff as needed in accordance with department SOPs. - Assist with software deployments and patching of desktop systems. - Provide on-site technical support throughout the organization. - Contribute to the maintenance of IT asset inventory, focusing on desktop hardware and software in accordance with department SOPs. - Assist with A/V setup and support for Agency events at various locations. - Participate in user training sessions on common desktop applications and IT procedures. - Support basic network troubleshooting and connectivity issues. - Assist with periodic after-hours maintenance windows for desktop systems. - Collaborate with the IT team to improve desktop support processes and procedures. - Maintain strong communication with Agency employees and IT staff, explaining technical concepts clearly and concisely. - Support system security measures on desktop systems, including antivirus and security patch management. - Participate in the on-call schedule ### Generous salary and benefits package includes: - 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: $32.21 - [38.65](http://38.65) per hour (Non-Exempt)