Associate Help Desk Technician - Hybrid in Gold River, CA

Date: Dec 3, 2025

Location:

Gold River, CA, US, 95670

Req ID: 33835

Work Mode: Full-Time onsite (5+ days per week)

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

The Associate Help Desk Technician is responsible for providing first-level technical support to end users, ensuring timely resolution of hardware, software, and system-related issues. The primary goal is to maintain high levels of customer satisfaction by resolving issues efficiently and professionally. Key responsibilities include answering help-desk calls, logging, and tracking incidents, troubleshooting technical problems, and escalating complex issues when necessary. A strong focus will be placed on reducing repeat issues, improving documentation, and contributing to overall service desk performance.

As an Associate Help Desk Technician, you will be the first point of contact for customers seeking technical assistance. In this role, you will handle incoming help desk inquiries, troubleshoot moderately complex hardware and software issues, and ensure timely resolution of problems to meet service level agreements. You will log and track all issues in the problem management system, analyze recurring problems, and recommend improvements to reduce call volumes. Additionally, you may provide guidance and mentorship to less experienced team members, contributing to a collaborative and customer-focused support environment

Your role in our mission

Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
May provide leadership and work guidance to less experienced personnel.

What we're looking for

4+ years of experience in technical or customer support roles.
Strong troubleshooting skills for both hardware and software issues.
Familiarity with ticketing systems and remote support tools.
Excellent communication and interpersonal skills.
Experience with CalSAWS or similar systems is a plus.

What you should expect in this role

Office environment
Work Schedule Flexibility: Hybrid – 2 days per week in the office located: Gold River, CA (may increase based on business needs)
Ability to work over weekends or extended hours depending on business needs

The deadline to submit applications for this posting is March 23, 2026

The pay range for this position is $43,300.00 - $61,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.