Senior Service Desk Technician

Gold Coast Health Plan; California, Camarillo (MO, CA); Hybrid; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic IT Support Specialist to join their collaborative team. This role involves troubleshooting technical issues, supporting end-users, and implementing innovative solutions to enhance operational efficiency. With a strong focus on automation, the ideal candidate will thrive in a flexible work environment, contributing to a culture of integrity and collaboration. If you are passionate about technology and eager to make a difference, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in IT support roles with strong troubleshooting skills.
• Experience with Microsoft 365 and Azure ecosystems is preferred.

Responsibilities

• Resolve computer/software issues and imaging new laptops.
• Automate tasks to reduce workload and enhance efficiency.

Skills

IT Support

Microsoft 365

Azure

Troubleshooting

Customer Service

Automation

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

ManageEngine

MDT

Azure Intune

Job description

Job Description

The pay range above represents the minimum and maximum rate for this position in California. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee-specific skills and qualifications, relevant years of experience, and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range. Salary range will vary for remote positions outside of California, and future increases will be based on the pay band for the city and state you reside in.

Work Culture

GCHP strives to create an inclusive, highly collaborative work culture where our people are empowered to grow and thrive. This philosophy enables us to create the health plan of the future and do our best work - Together.

GCHP promotes a flexible work environment. Employees may work from a home location or in the GCHP office for all or part of their regular workweek (see disclaimer).

GCHP's focuses on 5 Core Values in the workplace:

• Integrity
• Accountability
• Collaboration
• Trust
• Respect

Disclaimers:

• Flexible work schedule is based on job duties, department, organization, or business need.
• Gold Coast Health Plan will not sponsor applicants for work visas.

Position Summary

Reporting to the Director of IT Infrastructure and Security Operations and working under the general supervision of existing ServiceDesk staff and lead, this person's primary focus will be responsible for working with end-users to resolve computer/software issues, imaging new/repurposed laptops, assisting with advanced technical solutions that may require learning new technology, ensuring conference rooms are functional, and tracking assets. Travel to offsite events may be required. Additionally, this position requires innovative and creative thinking to build solutions currently not in-place. Automation is a key focus at Gold Coast Health Plan. Our goal is to implement as much automation as possible.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help qualified individuals with disabilities perform the essential functions.

Amount of Travel Required: 0-5%

Essential Functions

Job functions and responsibilities may include:

• Functioning as a technical solutions architect by identifying issues or concerns and researching, buying, building, and deploying innovative solutions to support organizational success.
• Experience with ManageEngine tools or similar.
• Automating tasks and functions to reduce workload and redundancy.
• Troubleshooting and resolving IT support tickets, call-ins, or chat messages.
• Working within a Microsoft 365 and Azure ecosystem.
• Computer imaging using tools like MDT, Azure Intune (AutoPilot), and software deployment tools, including building new software releases.
• Performing installation, configuration, and ongoing usability of workstation computers, peripherals, and software according to standards and guidelines.
• Collaborating with vendor support to resolve workstation repairs.
• Upgrading workstations and software to ensure longevity.
• Assisting conference room attendees with technology, cameras, and audio.
• Providing IT support for onsite/offsite conferences and community events.
• Managing inventory tools for IT assets.
• Assisting in ordering supplies and maintaining inventory.
• Performing other duties as assigned by management.

Minimum Qualifications

Education:

• High School diploma or GED required.
• Associate's degree preferred, in a relevant discipline.
• Bachelor's degree preferred, in a relevant discipline.

Experience:

• At least 3 years of experience in an IT support role.
• At least 5 years of experience with Microsoft Office and Windows OS.

Equivalent experience may be considered in lieu of formal education.

Knowledge, Skills & Abilities

Preferred qualifications include experience with M365 and Azure, strong understanding of PCs and peripherals, excellent customer service skills, effective communication, and ability to troubleshoot and resolve technical issues. Must have a valid Driver's License and Auto Insurance.

Competency Statements

Key competencies include management skills, business acumen, decision-making, goal orientation, interpersonal skills, diversity awareness, time management, relationship building, presentation skills, delegating, leadership, strategic planning, ethics, judgment, communication skills, and problem-solving abilities.