IT Specialist II - Service Desk

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!

Reporting directly to IT Workplace Services leadership, the IT Specialist II - Service Desk is a position that encapsulates the IT Specialist I role and is responsible for advanced remote technical support and operational guidance within the IT Infrastructure Services department. This role exercises discretion and independent judgment in resolving complex technical issues, designing solutions, and influencing IT policy and operational improvements. The IT Specialist II is entrusted with major assignments that impact business operations, including the administration of enterprise applications, security governance, and process optimization. The position requires frequent consultation with stakeholders, evaluation of workflows, and the authority to recommend and implement changes that enhance organizational efficiency and technology adoption.

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.

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

Education & Requirements

• Four (4) years of experience in Service Desk environment required
• Experience with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
• Experience with ITSM tools and ticketing systems. Hands-on IT hardware support experience (repair/refurbishing/upgrading/etc.)
• Experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support required
• Experience in Service Desk environment, preferably in the healthcare industry
• Associate’s degree from an accredited institution preferred
• In lieu of the required degree, a minimum of two (2) years of additional relevant work experience is required for this position
• This experience is in addition to the minimum years listed in the Experience Requirements above

• Bachelor’s degree from an accredited institution preferred
• IT certifications such as CompTIA A+/Network+/Security+, ITIL v4, or Microsoft Certified Fundamentals (AZ-900, etc.) preferred

Key Qualifications

• Valid California Driver’s License preferred
• Strong knowledge and solid understanding of:
• Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
• Client/Server applications using relational databases
• Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access
• PowerShell/scripting experience
• Citrix/VDI/VDA knowledge
• Networking concepts (TCP/IP, DNS, VPN)
• Familiarity with ITSM tools and ticketing systems
• ITIL, CMDB, Problem/Change/Release Management understanding

• 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. Works effectively across teams to achieve shared goals
• Thrives in a dynamic, fast-paced environment with the ability to be adaptable
• 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
• Provides on-call support to organization after hours and weekends, escalations as needed

Start your journey towards a thriving future with IEHP and apply TODAY!