Internal Candidates Only---IT Help Desk Technician III

TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care. The IT Help Desk Technician II is responsible for providing basic technical assistance and support to end users for computer hardware, software and network related problems

Duties & Responsibilities

• Serve as the primary escalation point for Tier 1 and Tier 2 technical issues requiring advanced troubleshooting and resolution.
• Diagnose and resolve complex hardware, software, network, and system integration issues.
• Lead root cause analysis efforts and implement long-term solutions to prevent recurring issues.
• Provide technical guidance, mentoring, and knowledge transfer to Help Desk Technicians I and II.
• Collaborate with IT operations and security teams to resolve enterprise-level incidents.
• Manage and prioritize high-impact and critical incidents, ensuring timely resolution and communication to stakeholders.
• Identify opportunities for automation, process improvement, and service optimization.
• Ensure compliance with security best practices, regulatory requirements, and company policies (HIPAA, corporate compliance).
• Participate in system upgrades, deployments, patching, and maintenance activities.
• Act as a liaison with external vendors and partners to resolve complex technical issues.
• Manage relationships with printer vendors, including coordinating support, maintenance, troubleshooting, update inventory and device lifecycle management.
• Administer and manage enterprise phone systems, including Call Tower and Microsoft Teams Admin Center, to support organizational communication needs.
• Configure and maintain telephony services, including user licensing, phone number assignment, call routing, call queue creation, and system optimization.
• Under the direction and guidance of IT leadership, plan, coordinate, and execute support for IT-related projects, including new clinic builds, hardware lifecycle refresh initiatives, and others as assigned.
• Perform clinical configuration and mapping activities, including WebTools workstation setup, printer configurations, and Order Transmittal workflows for clinical operations.
• Utilize ticket tracking systems to fully document incidents, resolutions, and trends.
• Perform on-site advanced diagnosis and resolution of endpoint and infrastructure issues when necessary.
• Stay current with emerging technologies, security practices, and healthcare IT trends.

Required Qualifications: •Bachelor’s degree in computer science, information systems, or a related field from an accredited institution, or an equivalent combination of education and professional experience and/or industry certifications relevant to the position. •Three (3) or more years of experience in IT support, including advanced troubleshooting in a networked environment. •Proven ability to resolve complex technical issues across multiple technologies (endpoint, network, applications). •Experience providing escalation support and mentoring lower-level technicians. •Availability to work outside of normal business hours when required. •Availability to participate in rotational on-call support, including evenings and weekends. •Advanced proficiency in Windows 11, Microsoft 365, endpoint management, and enterprise applications including: Active Directory and Azure Active Directory Microsoft 365 Admin Center Cisco Meraki or similar networking technologies Familiarity with ITIL practices (incident, problem, and change management).

Desired Qualifications •Experience in healthcare IT environments. •Advanced certifications (e.g., Microsoft, CompTIA Security+, Network+, Azure Administrator, or equivalent).

Benefits

• Competitive Compensation
• Competitive Time Off
• Low-cost health, dental, vision & life insurance
• Tuition Reimbursement, Employee Assistance program The pay range for this role is $29.99 - $43.48 on an hourly basis and depending on experience. The most one can make during the lifespan of this role is $43.48 hour.

Pay transparency: If you are hired at TrueCare, your salary will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining an offer.

TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any characteristic protected by applicable federal, state, or local law. Our goal is to support all team members recruited or employed here.