Desktop Support III

This role is hybrid with the requirement of travel to the WelbeHealth Center in North Hollywood and Pasadena for onsite support

WelbeHealth PACE helps seniors stay in their homes and communities by providing medical care and community-based services. We believe in going the extra mile and aim to make a genuine difference in our participants’ lives.

The Desktop Support III position is accountable for providing the highest level of technical support to end-users by troubleshooting and resolving complex hardware and software issues escalated from either Tier 1 Support, or from less proficient members of Tier 2. This role requires a strong understanding of operating systems, network connectivity, common applications, and systems management. This is a hybrid position that allows work from home based on the current workload, although IT management provides guidance for the amount of time expected to be spent on site.

This role is different because the Desktop Support III at WelbeHealth:

• Supports systems used directly by Clinical, Operational, and Enrollment teams serving frail seniors, meaning your technical work has a real, immediate impact on care delivery, access, and continuity, not just internal productivity

• Unlike many Desktop Support III roles, operates with a high degree of independence, deeper system exposure (on-prem and Azure AD), and close collaboration across Tier 1 and Tier 2 teams, requiring strong judgment, ownership, and accountability in a regulated, hybrid environment

We care about our team members. That’s why we offer:

• Medical insurance coverage (Medical, Dental, Vision)

• Work/life balance - We mean it! 17 days of personal time off (PTO), 12 holidays observed annually, and 6 sick days

• 401K savings + match

• Comprehensive compensation package including base pay and bonus

• And additional benefits!

On the day-to-day, you will:

• Serve as a subject matter expert for the Desktop Support team

• Provide advanced Tier II client support for hardware, software, and network services

• Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues

• Diagnose and resolve complex end-user device incidents and problems through desktop support services and remote support where appropriate, as well as provide onsite support for clients based on management guidelines if applicable

• Collaborate with both Tier 1 and Tier 2 support to ensure quality outcomes for issues

• Document detailed notes in the ticketing system and provide accurate and timely customer updates

• Maintain accurate inventory records, and if applicable, partner with leadership to create a friendly, productive environment that promotes success, as well as monitor desktop queues ensuring SLAs are met and best ticket practices are being followed

Job Requirements Include:

• Bachelor’s degree or higher in an information systems and technology field, computer science, or relevant experience required; ITIL foundation preferred

• Minimum of three (3) to five (5) years of experience required supporting users both remote and in person

• Must have valid CADL and be able to travel

• Expert level knowledge of Microsoft Windows and Mac iOS; experience with ServiceNow or other CRM applications; enhanced knowledge of both On-Prem and Azure Active Directory

• Computer hardware and peripherals (desktops, laptops, tablets, printers, A/V conferencing equipment) diagnostics and repair

• Network Fundamentals (TCP/IP, DNS, DHCP, WiFi Connectivity); Security Fundamentals

• Remote Support; Remote Desktop, Splashtop

• Able to provide high quality customer service in a fast-paced environment; time management skills are a must as this position is remote

We are seeking a Desktop Support III individual that ideally has five (5) or more years of experience in both a remote technical support and onsite role, and is comfortable with travel to WelbeHealth sites to provide in-person support. If you’re ready to join a team that values both its participants and team members, we’d love to hear from you!

Salary/Wage base range for this role is $68,640 - $89,535 / year + Bonus. WelbeHealth offers competitive total rewards package that includes, 401k match, healthcare coverage and a broad range of other benefits. Actual pay will be adjusted based on experience and other qualifications.

Compensation
$68,640—$89,535 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

Beware of Scams

Please ensure your application is being submitted through a WelbeHealth sponsored site only. Our emails will come from @welbehealth.com email addresses. You will never be asked to purchase your own employment equipment. You can report suspected scam activity to [email protected]