IT Specialist II - Service Desk
Inland Empire Health Plan
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Benefits offered by this job
Job summary
Inland Empire Health Plan (IEHP) in California is seeking an IT Specialist II - Service Desk to provide advanced remote support, incident management, and governance within the IT Infrastructure Services department. You will act as an escalation point for the Specialist I team and influence IT policy and operational improvements.
The role requires experience with Windows and macOS, AD/Exchange/Microsoft Entra, ITSM tools, and scripting (PowerShell); healthcare IT exposure is a plus.
Qualifications
- Four years of experience in a Service Desk environment.
- 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 with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support.
- Healthcare IT experience is preferred.
- In lieu of the degree, two additional years of relevant work experience accepted.
- Bachelor's degree preferred; IT certifications encouraged.
Responsibilities
- Advanced technical support and incident management for production incidents.
- Administer enterprise applications, manage configurations and data integrity.
- Develop governance for endpoint management and access controls; advise on policies.
- Identify process improvements and automate backend workflows using scripting (PowerShell, ServiceNow).
- Coordinate with vendors, track SLAs, and manage RMAs.
- Document knowledge articles and mentor staff; communicate with stakeholders.
- Conduct operational analyses and contribute to reviews.
- Maintain accurate asset records and ensure inventory compliance.
Skills
Education
Tools
Job description
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 anauthentic 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
- Advanced Technical Support & Incident Management:
- Remotely troubleshoot complex production incidents, conduct root-cause analysis, and implement corrective actions.
- Act as an escalation point for IT Specialist I team members and coordinate with cross-functional teams during major incidents.
- Exercise independent judgment in determining priorities for incident response and restoration based on business risk.
- Enterprise Application & Data Administration:
- Administer enterprise applications, manage configurations, access controls, and data integrity.
- Analyze business requirements, map them into system applications, and present findings and recommendations to IT leadership.
- Design functional and technical requirements for new applications or enhancements.
- Policy Influence & Governance:
- Assist with development and implementation of 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 regarding technology strategy and service delivery improvements.
- Continuous Improvement & Automation:
- Identify process gaps, propose and implement improvements to intake, triage, and escalation procedures.
- Automate complex backend workflows using scripting and programming languages (e.g., PowerShell, ServiceNow).
- Lead IT Workplace projects and initiatives with local and enterprise impact.
- Vendor & Partner Coordination:
- Engage third-party vendors to resolve software failures and service issues.
- Track and enforce vendor SLAs, manage RMAs, and validate post-remediation outcomes.
- Security, Compliance, & Access Governance:
- Enforce endpoint hardening, encryption, antivirus, and vulnerability remediation.
- Execute onboarding/offboarding workflows, support audit activities, and document exceptions/compensating controls.
- Stakeholder Communication & Documentation:
- Write clear, 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.
- Operational Analysis & Reporting:
- Conduct operational analyses, present recommendations for improving efficiency, reducing cost, and enhancing user experience.
- Contribute to quarterly/annual operational reviews.
- Asset & Inventory Management: Assist with maintaining accurate endpoint asset records, coordinate lifecycle activities, and ensure compliance with inventory accuracy targets.
- Perform any other duties as required to ensure Health Plan operations and department business needs are successful.
- 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
- 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
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.
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