Two years of experience in IT support or a Service Desk environment.
A high school diploma or GED.
Proficiency with Microsoft Windows, macOS, Microsoft 365 Microsoft Office Suite, Word, Excel, PowerPoint, and Access.
Familiarity with IT service management tools and ticketing systems.
Basic understanding of networking concepts including TCP/IP, DNS, and VPN.
Strong analytical problem-solving ability and resourcefulness in resolving technical issues.
Excellent verbal and written communication and customer service skills.
Strong attention to detail.
Ability to adapt to a dynamic, fast-paced environment and collaborate effectively across teams.
Ability to work schedules that may include evenings, holidays, and weekends based on business needs.
Ability to distribute supplies and equipment to in-house departments, with assistance required for items weighing more than 50 pounds and use of back support belts when lifting, pushing, or pulling items.
Responsibilities
Respond to and resolve Tier 1 and occasional Tier 2 technical issues involving desktops, laptops, mobile devices, peripherals, and enterprise applications.
Provide support through phone, email, walk-up, and online ticketing channels.
Diagnose and troubleshoot hardware, software, and connectivity issues, escalating complex problems as needed.
Use enterprise IT service management tools to document, track, and monitor incidents and service requests.
Ensure timely resolution and accurate reporting of technical issues in compliance with service-level agreements.
Partner with Workplace Services and other IT teams to deliver seamless end-user experiences.
Assist with administration and maintenance of enterprise applications and systems.
Identify opportunities to enhance support processes and improve end-user satisfaction.
Stay current with emerging technologies and IT support best practices.
Assist with Active Directory administration and maintain the integrity of Active Directory information.
Monitor and report on incidents within the Citrix environment.
Use Microsoft Intune and other Microsoft products to assist team members.
Document inconsistencies, issues, and concerns for follow-up and escalate them to IT leadership for resolution by the appropriate staff.
Present ideas for policies and procedures related to application configuration, general usage, and maintenance.
Assist Level II technicians with departmental workflow diagrams related to application programs.
Develop and maintain detailed process documentation to help ensure the Service Desk is secure and compliant with HIPAA requirements.
Perform other duties required to support Health Plan operations and department business needs.
Desired Qualifications
Experience in an IT support or Service Desk environment, preferably in the medical industry.
Experience with Active Directory, Exchange, and enterprise-level application support.
An associate’s degree from an accredited institution.
IT certifications such as CompTIA A+, Network+, or Microsoft Certified Fundamentals.
Overview
What you can expect!
Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!
Under the guidance of IT Workplace Services leads, the IT Specialist I delivers exceptional Tier 1 and occasional Tier 2 technical support to ensure a seamless end-user experience. This role is responsible for diagnosing, researching, and resolving routine technical issues across hardware, software, applications, systems, and access management. The IT Specialist I responds to support requests via phone, email, walk-up, and online channels, leveraging enterprise tools to document, track, and monitor resolutions.
In collaboration with the Workplace Services team, this position also contributes to data-driven initiatives, including some administration of enterprise applications, analysis of data requests, and assistance with preparation of accurate & timely reports. The role requires strong technical acumen, attention to detail, and effective communication skills to provide actionable insights to leadership. Candidates should possess a solid understanding of core IT principles and demonstrate a commitment to delivering high-quality service in a fast-paced, medical-based enterprise environment.
Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.
Additional Benefits
Perks
IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.
Competitive salary
State of the art fitness center on-site
Medical Insurance with Dental and Vision
Life, short-term, and long-term disability options
Career advancement opportunities and professional development
Wellness programs that promote a healthy work-life balance
Flexible Spending Account – Health Care/Childcare
CalPERS retirement
457(b) option with a contribution match
Paid life insurance for employees
Pet care insurance
Key Responsibilities
Technical Support & Issue Resolution:
Respond to and resolve Tier 1 and occasional Tier 2 technical issues related to desktops, laptops, mobile devices, peripherals, and enterprise applications.
Provide support through multiple channels, including phone, email, walk-up, and online ticketing systems.
Diagnose and troubleshoot hardware, software, and connectivity issues, escalating complex problems as needed.
Incident Management & Documentation:
Utilize enterprise ITSM tools to document, track, and monitor incidents and service requests.
Ensure timely resolution and accurate reporting of technical issues in compliance with SLAs.
Collaboration & Cross-Functional Support:
Partner with Workplace Services teams and other IT teams to deliver seamless end-user experiences.
Assist in the administration and maintenance of enterprise applications and systems.
Continuous Improvement:
Identify opportunities to enhance support processes and improve end-user satisfaction.
Stay current with emerging technologies and best practices in IT support.
Assist in the administration of user accounts with various application platforms:
Assist with Active Directory administration and integrity of Active Directory information.
Monitor and report on incidents within the Citrix environment.
Work with Microsoft Intune and other Microsoft products to assist team members.
Thoroughly document inconsistencies/issues/concerns for follow-up and/or escalate to IT leadership for resolution by the appropriate staff.
Present ideas to assist with developing policies and procedures related to application configuration, general usage, and maintenance. Assist Level II technicians to create departmental workflow diagrams as they relate to the application program and help develop and maintain detailed documentation of all processes to ensure Service Desk are secure and compliant with HIPAA requirements.
Perform any other duties as required to ensure Health Plan operations and department business needs are successful.
Qualifications
Education & Requirements
Two (2) years of experience in IT support or Service Desk environment required
Experience in IT support or Service Desk environment required, preferably in the medical industry
Preferred experience with Active Directory, Exchange, and enterprise-level application support
High School Diploma or GED required
Associate’s degree from an accredited institution preferred
IT certifications such as CompTIA A+, Network+, or Microsoft Certified Fundamentals preferred
Key Qualifications
Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access
Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
Familiarity with ITSM tools and ticketing systems. Basic understanding of networking concepts (TCP/IP, DNS, VPN)
Customer service skills: Delivers exceptional service and support to internal stakeholders
Problem Solving skills: Demonstrates analytical thinking and resourcefulness in resolving technical issues
Excellent verbal/written communication and customer service skills
Strong attention to detail required
Thrives in a dynamic, fast-paced environment with the ability to adapt
Ability to collaborate well and work effectively across teams to achieve shared goals
Schedule may adjust based on business need which may include evenings, holidays, and weekends
Distribution of supplies and equipment to in-house departments
Items weighing more than 50 lbs. will require assistance when moving
Back support belts must be worn when lifting, pushing, or pulling items
Start your journey towards a thriving future with IEHP and apply TODAY!
Work Model Location
Onsite
Schedule may adjust based on business need which may include evenings, holidays, and weekends. Distribution of supplies and equipment to in-house departments. Items weighing more than 50 lbs. will require assistance when moving. Back support belts must be worn when lifting, pushing, or pulling items.