IT Support Specialist

Serene Health; Los Angeles (CA); On-site; USD 44,000 - 52,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Benefits

401(K) retirement plan

Paid Vacation and Sick Leave

Paid Holidays

Employee Referral Program

Job summary

Optima Medical Management Group is hiring a frontline IT help desk professional to act as the first point of contact for technical support across the organization. You will diagnose hardware, software, networks, and business applications, manage the ticket queue, and escalate complex issues with context in a healthcare environment.

You will support Windows, M365, VPN, MFA, and EMR/EHR systems while keeping devices ready for productive use and contributing to knowledge resources.

Qualifications

• Associate's degree in IT or related field

Responsibilities

• Own the support experience from first contact to resolution.
• Provide Tier 1 software and access support across Windows, M365, and related tools.
• Maintain devices and workspaces for productive use.
• Create clear, reusable documentation and SOPs.
• Support security, HIPAA compliance and identity management.

Job description

Empowering Wellness, Transforming Lives

Optima Medical Management Group is dedicated to enhancing the quality of life by promoting wellness. At Optima MMG and all of its divisions: Serene Health, Community Support, and American TrueCare, our mission is to provide comprehensive support and care that not only addresses immediate concerns but also fosters long-term well-being.

As pioneers in the field, we aspire to lead in member care outcomes and set new standards for excellence and innovation. We are committed to empowering our members to achieve self-sufficiency in health, creating a ripple effect that strengthens families and communities.

Our work culture at Optima MMG is built on pride, passion, and a collective commitment to making a positive difference in people's lives. Our team members are dedicated problem-solvers who bring their unique skills and perspectives to the table. We believe that by fostering a collaborative and supportive environment, we can unlock the full potential of our team and, in turn, provide the best possible care to our members.

A career at Optima MMG is an opportunity to be part of a dynamic and forward-thinking organization. We encourage continuous learning and professional growth, providing our employees with access to industry experts, cutting-edge technologies, and a supportive community that values each individual’s contributions. Join us on this journey to not only advance your career but to be a driving force in transforming lives and communities through passionate and fulfilling work!

Job Summary:

As the first point of contact for technical support requests across the organization, you will combine responsive customer service with hands‑on troubleshooting across hardware, software, networks, and business applications. You will manage the help desk queue from intake through closure, work within established service level agreements (SLAs), document solutions, and escalat[e] complex issues with complete context. Success requires clear communication, strong troubleshooting, careful prioritization, and attention to detail in a fast‑paced healthcare or corporate environment.

What You Will Accomplish:

• Own the support experience from first contact to confirmed resolution. Receive requests through help desk software, email, phone, Microsoft Teams, and walk-ups; triage by urgency and business impact; maintain ownership; monitor aging tickets; and close only after confirming a successful outcome. Provide courteous, timely support, explain technical concepts in plain language, keep users informed, and offer basic end‑user training when appropriate.
• Deliver reliable Tier 1 software and access support. Diagnose and resolve password, account, profile, login, permissions, connectivity, printing, email, synchronization, performance, installation, configuration, licensing, and update issues across Windows, Microsoft 365, Teams, Outlook, Adobe Acrobat, VPN, endpoint security, remote desktop, browsers, business and internal applications, printing software, MFA, and - where applicable - healthcare platforms and EMR/EHR systems.
• Keep devices and workspaces ready for productive use. Set up, image, diagnose, install, tag, inventory, replace, and coordinate warranty service for desktops, laptops, monitors, docking stations, mobile devices, tablets, printers, scanners, webcams, headsets, keyboards, mice, VoIP phones, peripherals, and conference‑room equipment.
• Support secure identity and endpoint administration. Assist with Active Directory and Microsoft 365 user management, account creation and deactivation, group and distribution‑list updates, MFA enrollment, shared mailboxes, access and permission requests, device enrollment, computer and software deployments, Windows updates, antivirus monitoring, encryption, compliance, patch verification, and remote‑management tools.
• Create clear, reusable documentation. Record ticket notes, troubleshooting steps, root‑cause analysis, and final resolutions; maintain knowledge‑base articles, SOPs, user guides, FAQs, system documentation, and asset inventories; and continuously improve internal support resources.
• Protect users, systems, and sensitive information. Identify suspicious activity, report potential phishing, assist with endpoint security, verify identity before account changes, apply least‑privilege principles, maintain confidentiality, support security awareness, and follow company, cybersecurity, and HIPAA policies.
• Enable smooth employee transitions. Partner with Human Resources and IT on new‑hire computer, software, email, account, phone, equipment, and initial IT orientation needs; support offboarding through account deactivation, access removal, equipment collection, asset tracking, and documentation updates.
• Support users wherever they work and collaborate across teams. Use remote‑support tools for remote employees, hybrid teams, satellite offices, and home‑office users. Work closely with Tier 2 support, system administrators, network engineers, cybersecurity, software development, HR, operations, clinical teams where applicable, vendors, and third‑party software providers; participate in team meetings and assist with assigned IT projects.
• Perform other duties as assigned.

Required Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field—or equivalent experience.
• One to three years of IT help desk or desktop support experience.
• Strong knowledge of Windows operating systems and experience supporting Microsoft 365.
• Basic Active Directory and networking knowledge, including TCP/IP, DNS, DHCP, and VPN.
• Experience supporting printers and peripheral devices and using a help desk ticketing platform such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or ManageEngine.
• Excellent customer service, verbal and written communication, troubleshooting, organization, and the ability to prioritize multiple tasks simultaneously.

Preferred Qualifications:

• CompTIA A+, CompTIA Network+, Microsoft Certified Fundamentals, and/or ITIL Foundation certification.
• Experience in a healthcare or HIPAA-regulated environment; supporting cloud‑based applications; using Microsoft Intune or another endpoint‑management platform; and/or working with Microsoft Entra ID (Azure Active Directory).

Work & Physical Requirements:

• This role requires the ability to lift up to 30 pounds, install desktop equipment, sit or stand for extended periods, and travel between office locations if required

Pay range

$32-$38 USD

Benefits

Our full‑time employees are eligible for the following benefits enrollment after 60 days of employment:

Medical, Dental, & Vision Benefits: We have various insurance options for you and your family.

Short & Long-Term Disability Benefits: Protection when you need it most.

Voluntary Accident, Voluntary Critical Illness, and Voluntary Hospital Indemnity Plans: Added security for you and your loved ones.

Flexible Spending Accounts: Manage your finances with flexibility.

Employee Assistance Program (EAP): Support when life throws challenges your way.

401(K): Building your financial future with us. Effective after 1 year of employment.

Paid Vacation and Sick Leave: Flexibility for the planned and unplanned.

Paid Holidays: Quality time to enjoy celebrations.

Employee Referral Program: Share the opportunities and reap the rewards.

Company Discount Program: Enjoy savings on everyday expenses and memberships.

Equal Employment Opportunity

Optima Medical Management Group and its divisions are an Equal Opportunity Employer. Optima MMG is committed to providing employment opportunities for all qualified candidates without discrimination on the basis of race, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, marital status, veteran status, or any other characteristic protected by federal, state or local laws. Optima MMG is committed to providing reasonable accommodation for individuals with disabilities.

Pre-Employment

Optima Medical Management Group is a drug‑free workplace. Employment is contingent upon a successful pre‑employment drug screening and background check.