WHO WE ARE

The California Endowment is a private, statewide health foundation established in 1996 whose mission is to expand access to affordable, quality health care for underserved individuals and communities, and to promote fundamental improvements in the health status of all Californians. We’re changing the narrative around health to ensure health and justice for all. And each day we, along with our community partners, seek ways to improve the state of health in California.

Headquartered in downtown Los Angeles, we have regional offices in Sacramento, Oakland, Fresno, and San Diego, with program staff working throughout the state. We challenge the conventional wisdom that medical settings and individual choices are solely responsible for people’s health. Instead, we believe that health happens in neighborhoods, schools and with prevention.

Position Summary:

The California Endowment (TCE) is a leader in the Foundation arena for technology utilization and adoption. In order to maintain this status, we strive to build a customer-oriented and knowledgeable help desk support team to provide best-in-class IT services and support for our workforce. The IT Help Desk Technician will serve as the frontline for a multitude of services provided such as: computer equipment deployment/maintenance/repair, supporting ancillary hardware, print services support, physical network connectivity support, application support, etc. Strong communication skills are essential as the role will be interfacing and facilitating support workflows with both internal and external parties which can include: our managed services provider, application vendors, and hardware vendors.

Position Accountabilities:

• Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps when needed.
• Works with Service Desk and Infrastructure Teams as appropriate to determine and resolve problems received from clients.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with procurement staff to purchase hardware and software as needed.
• Perform upgrades, installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and desktop applications to ensure longevity within established standards and guidelines.
• Provides a high level of computer hardware and software technical support to all users.
• Maintains accurate information and data regarding end-user issues within the incident tracking/ticketing system according to policies and standards.
• Participates in the accurate inventory tracking of all computer hardware to ensure items are properly tagged, inventory is rechecked as required.
• Perform moves, ads, and changes (MAC) requests as they are submitted by the IT Help Desk or IT managers.
• Provides support for end user mobile devices.
• Provides support for Video and Audio Conferencing.
• Improves client references by writing and maintaining technical support documentation for Help Desk team members.
• Improves support workflows and application/system performance or usability by identifying problems and recommending changes to the team.

Preferred Qualifications:

• High-level knowledge and understanding of Microsoft Networks that include:
  • Active Directory
  • DNS
  • DHCP
• Strong understanding around Microsoft Office suite (Word, Excel, PowerPoint, etc.)
• Strong understanding of the OSI model
• Experience with Zoom conferencing (virtual and video conferencing)
• Experience with Okta SSO

Minimum Education:

Minimum Experience:

• Minimum 2 years of IT support experience
• Minimum 2 years experience supporting a Microsoft environment