Mental Health America of Los Angeles (MHA) is dedicated to promoting mental health recovery and wellness.  

Our purpose is to help everyone reach healthy lives – whether the need is recovery from mental illness or is occasional and caused by everyday life.  Our message is simple – good mental health is fundamental to the health and well-being of everyone in Los Angeles County.

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IT Help Desk Technician I, JR 027

Department: Administration
Location: Long Beach, CA

Department:  Information Technology (I. T.)

Reports To:  Director of I. T.

FLSA Status:  Non-Exempt

Category:  Administrative

Summary:  Responsible for providing support for agency-wide end user services and dependent applications, infrastructure and communications, escalating to higher levels of support where needed. Resolves everyday service requests relating to end user hardware and software problems and malfunctions;  manage MHALA’s mobile phones for the organization; interacts and consults with end users to manage end user satisfaction; provides guidance, assistance, and follow-up on end user inquiries; and performs end user hardware and software installations.

Essential Duties and Responsibilities:  This is not an exhaustive task list, and other duties may be assigned as deemed appropriate or necessary by the supervisor or program director.  Reasonable accommodation will be provided to any qualified person with a medical or psychiatric disability, providing it will not change the essential nature of the position, nor cause undue hardship to the Agency’s operations. MHALA is an equal employer opportunity and service provider.  The Agency will consider individuals who have a criminal history.

  • Provide helpdesk support and resolve problems to the end user’s satisfaction, demonstrating a high level of customer service from initial engagement of user to resolution and follow-up
  • Manage and process users’ requests for new hardware, software and software licenses
  • Monitor and respond quickly and effectively to requests received through the IT help desk
  • Monitor help desk for tickets assigned to the queue and process first-in first-out based on


  • Modify configurations, utilities, software default settings, etc., for the local workstation
  • Resolve software and hardware issues
  • Design, coordinate and conduct trainings for staff on software systems as needed
  • Write technical “how-to’s” for users; e.g., “how to access email remotely”
  • Assist with onboarding of new users including PC setup and deployment for new employees using standard hardware, images and software
  • Install, test and configure new workstations, peripheral equipment and software
  • Assign users and computers to proper groups in Active Directory
  • Perform timely workstation hardware and software upgrades as required
  • Work on special assignments and projects, such as new hardware or software rollouts, and balance project work with day-to-day problem-solving responsibilities; perform routine assignments according to predetermined schedules.
  • Manage and execute setup and deployment of wireless devices (e.g. iPhones, and tablets)
  • Manage agency wireless networks
  • Report wireless account usage to management as needed or requested
  • Assists end users with a wide range of questions, problems and requests with their mobile device needs
  • Assists in maintaining corporate liability mobile device inventory
  • Trains end users on mobile device technology; creates test scripts and documentation
  • Contributes to project planning and scheduling of projects and work needed related to mobile devices
  • Plans and executes upgrades and patches for all mobile device applications and supporting tools
  • Assists in enforcing mobile device security



  • Bachelor’s Degree in Information Systems preferred.
  • Minimum of one year of experience providing help desk support required.
  • Driving, a current class C driver’s license, a vehicle, proof of valid automobile insurance, and the ability to be insured by MHALA’s liability insurance are conditions of employment.
  • Must have excellent verbal and written communications skills. M
  • Must to be highly organized, including having sharp attention to detail and an ability to handle multiple projects without losing productivity. 
  • Must to maintain a high level of customer service and follow-through.
  • Good judgment and analytical ability essential for prioritizing support calls and end user software/hardware installations (based on impact on the business, urgency, and the individual nature of each problem/request); ability to know when and how to bring the correct resources to bear to expedite problem resolution/installations and deliver end user satisfaction.
  • Must have very solid understanding of iOS devices, networking, hardware and software troubleshooting methodology, serves and printers.
  • Must to have strong MS Office and Windows skills.
  • Must to maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
  • Must be reliable and flexible work schedule to include some evenings, weekends and/or holidays.
  • Ability to establish and maintain positive and effective work relationships with co-workers.
  • TB clearance and yearly re-testing is a condition of employment.

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