IT Operations Technician
About The Position
The IT Operations Technician provides user provisioning and access administration support alongside frontline and escalated IT technical support for internal users. This role is a blend of user provisioning and access administration (approximately 30%) and IT Operations Technical Support (approximately 70%). The ideal candidate is a technically curious problem-solver with a strong customer-service mindset, experience supporting Windows-based environments, and exposure to identity and access platforms such as Okta, Epic, and Athena. This role includes manual provisioning of accounts for multiple health plans, requiring accuracy, attention to detail, and familiarity with healthcare access workflows. This position is not a lead role, but works closely with IT Operations, Security, and application teams to ensure timely support, appropriate access, and a positive end-user experience. The successful candidate will demonstrate an interest in automation, with some experience using PowerShell or a strong desire to learn and automate repetitive tasks. This position is a hybrid opportunity in the Bay Area.
Requirements
- High school diploma or GED; equivalent experience accepted.
- 3–5 years of experience in IT support, desktop support, or IT operations.
- Hands-on experience supporting Windows-based environments and end users.
- Experience with user provisioning, access management, or account administration.
- Strong troubleshooting, documentation, and customer service skills.
- Ability to work independently while managing multiple priorities.
Nice To Haves
- Experience provisioning accounts for multiple health plans in a healthcare environment.
- Exposure to Okta, Epic, Athena, or similar healthcare applications.
- Experience with manual provisioning processes that require strict adherence to policies.
- Working knowledge of PowerShell or scripting for administrative tasks.
- Experience supporting Microsoft 365 and Azure AD.
- Healthcare IT experience strongly preferred.
- Relevant IT certifications (Microsoft or similar) a plus.
Responsibilities
- Provision, modify, and deprovision user accounts and access for enterprise applications and platforms.
- Support identity and access workflows using Okta, Microsoft 365, and other access management tools.
- Provision access for clinical and operational systems including Epic and Athena, as applicable.
- Perform manual provisioning of accounts across multiple health plans, ensuring correct role alignment, plan assignment, and compliance with established procedures.
- Process and validate access requests for different health plans, systems, and applications according to documented security and compliance requirements.
- Ensure accuracy and completeness of manual provisioning activities where automation is not available.
- Maintain detailed documentation and tracking for health plan access requests and account changes.
- Partner with Security, Compliance, and application teams to ensure appropriate access controls and audit readiness.
- Assist in refining and improving manual provisioning workflows over time.
- Provide advanced desktop and end-user support for Windows laptops/desktops, peripherals, and mobile devices.
- Triage, respond to, and resolve requests submitted through the IT helpdesk, walk-ups, and internal support channels.
- Troubleshoot hardware, operating system, application, VPN, MFA, and connectivity issues for local and remote users.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Azure AD.
- Perform new hire onboarding support, workstation setups, desk moves, and equipment refreshes.
- Communicate clearly and professionally with end users regarding issue status and resolution.
- Document troubleshooting steps, procedures, and standard operating practices.
- Escalate incidents appropriately while maintaining ownership and follow-through.
- Provide end-user training and support as needed.
- Use PowerShell to assist with basic automation, reporting, or administrative tasks.
- Identify repetitive, manual processes and suggest automation or workflow improvements.
- Demonstrate curiosity, initiative, and a desire to learn scripting and automation best practices.
- Participate in process improvement efforts related to IT operations, provisioning, and access management.
Benefits
- Excellent medical, vision, and dental coverage
- 401k savings plan with a company match
- Flexible time off
- 9 Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
