Inactive
I

IEHP

Nonprofit public health plan for the Inland Empire

IT Specialist 2 - Service Desk

IT Service Desk & End User SupportPosted on Oct 16
Full-timeRancho Cucamonga, CA, USA$71.6k - $93k /yr

About the Job

Requirements

  • Four years of experience in a service desk environment is required.
  • Experience with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications is required.
  • Experience with IT service management tools and ticketing systems is required.
  • Hands-on IT hardware support experience, including repair, refurbishing, or upgrading, is required.
  • Experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support is required.
  • An associate’s degree is preferred; in lieu of the required degree, two additional years of relevant work experience are required, in addition to the minimum experience requirement.
  • A bachelor’s degree is preferred.
  • Knowledge of client/server applications using relational databases is required.
  • Proficiency with the Microsoft Windows operating system and Microsoft 365 Office Suite, including Word, Excel, PowerPoint, and Access, is required.
  • PowerShell or scripting experience is required.
  • Knowledge of Citrix, virtual desktop infrastructure, or virtual desktop access is required.
  • Knowledge of networking concepts including TCP/IP, DNS, and VPN is required.
  • Familiarity with IT service management tools and ticketing systems is required.
  • Understanding of ITIL, configuration management databases, and problem, change, and release management is required.
  • A valid California driver’s license is preferred.
  • The role requires customer service skills to support internal stakeholders and problem-solving skills for resolving technical issues.
  • The role requires attention to detail and effective collaboration across teams.
  • The schedule may include evenings, holidays, and weekends based on business needs.
  • The role requires distributing supplies and equipment to in-house departments; assistance is required when moving items weighing more than 50 pounds, and back support belts must be worn when lifting, pushing, or pulling items.
  • The role requires providing on-call support to the organization after hours and on weekends, including escalations as needed.

Responsibilities

  • Remotely troubleshoot complex production incidents, conduct root-cause analysis, and implement corrective actions.
  • Serve as an escalation point for IT Specialist I team members and coordinate with cross-functional teams during major incidents.
  • Determine incident response and restoration priorities independently based on business risk.
  • Administer enterprise applications and manage configurations, access controls, and data integrity.
  • Analyze business requirements, map them to system applications, and present findings and recommendations to IT leadership.
  • Design functional and technical requirements for new applications or enhancements.
  • Assist with developing and implementing governance frameworks for endpoint management, access control, and system configuration.
  • Advise on exceptions to enterprise IT standards or security policies as needed.
  • Provide expert consultation to management on technology strategy and service delivery improvements.
  • Identify process gaps and implement improvements to intake, triage, and escalation procedures.
  • Automate complex backend workflows using scripting and programming languages such as PowerShell and ServiceNow.
  • Lead IT Workplace projects and initiatives with local and enterprise impact.
  • Engage third-party vendors to resolve software failures and service issues.
  • Track and enforce vendor service-level agreements, manage return merchandise authorizations, and validate post-remediation outcomes.
  • Enforce endpoint hardening, encryption, antivirus, and vulnerability remediation.
  • Execute onboarding and offboarding workflows, support audits, and document exceptions and compensating controls.
  • Write user-friendly knowledge base articles and service guides.
  • Coach IT Specialist I team members to improve first-contact resolution.
  • Represent the company in handling complaints, resolving grievances, and arbitrating disputes as needed.
  • Conduct operational analyses and present recommendations to improve efficiency, reduce cost, and enhance user experience.
  • Contribute to quarterly and annual operational reviews.
  • Assist with maintaining accurate endpoint asset records, coordinate lifecycle activities, and ensure inventory accuracy targets are met.
  • Perform other duties as required to support Health Plan operations and departmental business needs.

Desired Qualifications

  • Experience in a service desk environment, preferably in the healthcare industry.
  • IT certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL v4, or Microsoft Certified Fundamentals (AZ-900).

About the Company

IEHP

Nonprofit public health plan for the Inland Empire

IEHP is a nonprofit public health plan that connects residents of California's Riverside and San Bernardino counties with health coverage and care. It administers Medi-Cal coverage for eligible low-income residents, IEHP DualChoice for people with both Medicare and Medi-Cal, and IEHP Covered plans through Covered California. Members receive care through a network of doctors and other providers, with dedicated care teams for those who need extra support. Its community wellness centers run free fitness classes and health workshops, and it connects residents with food and housing resources. IEHP began operating in 1996 and is headquartered in Rancho Cucamonga, California.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Rancho Cucamonga, CA
Founded
1996

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