IT Specialist I

Inland Empire Health Plan•Rancho Cucamonga, CA

4d•$31 - $40•Hybrid

About The Position

Under the guidance of IT Workplace Services leads, the IT Specialist I delivers exceptional Tier 1 and occasional Tier 2 technical support to ensure a seamless end-user experience. This role is responsible for diagnosing, researching, and resolving routine technical issues across hardware, software, applications, systems, and access management. The IT Specialist I responds to support requests via phone, email, walk-up, and online channels, leveraging enterprise tools to document, track, and monitor resolutions. In collaboration with the Workplace Services team, this position also contributes to data-driven initiatives, including some administration of enterprise applications, analysis of data requests, and assistance with preparation of accurate & timely reports. The role requires strong technical acumen, attention to detail, and effective communication skills to provide actionable insights to leadership. Candidates should possess a solid understanding of core IT principles and demonstrate a commitment to delivering high-quality service in a fast-paced, medical-based enterprise environment. 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.

Requirements

Two (2) years of experience in IT support or Service Desk environment
Experience in IT support or Service Desk environment preferably in the medical industry
High School Diploma or GED required
Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access
Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
Familiarity with ITSM tools and ticketing systems. Basic understanding of networking concepts (TCP/IP, DNS, VPN)
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
Thrives in a dynamic, fast-paced environment with the ability to adapt
Ability to collaborate well and work effectively across teams to achieve shared goals

Nice To Haves

Preferred experience with Active Directory, Exchange, and enterprise-level application support
IT certifications such as CompTIA A+, Network+, or Microsoft Certified Fundamentals preferred
Associate’s degree from an accredited institution preferred

Responsibilities

Respond to and resolve Tier 1 and occasional Tier 2 technical issues related to desktops, laptops, mobile devices, peripherals, and enterprise applications.
Provide support through multiple channels, including phone, email, walk-up, and online ticketing systems.
Diagnose and troubleshoot hardware, software, and connectivity issues, escalating complex problems as needed.
Utilize enterprise ITSM tools to document, track, and monitor incidents and service requests.
Ensure timely resolution and accurate reporting of technical issues in compliance with SLAs.
Partner with Workplace Services teams and other IT teams to deliver seamless end-user experiences.
Assist in the administration and maintenance of enterprise applications and systems.
Identify opportunities to enhance support processes and improve end-user satisfaction.
Stay current with emerging technologies and best practices in IT support.
Assist in the administration of user accounts with various application platforms
Assist with Active Directory administration and integrity of Active Directory information.
Monitor and report on incidents within the Citrix environment.
Work with Microsoft Intune and other Microsoft products to assist team members.
Thoroughly document inconsistencies/issues/concerns for follow-up and/or escalate to IT leadership for resolution by the appropriate staff.
Present ideas to assist with developing policies and procedures related to application configuration, general usage, and maintenance. Assist Level II technicians to create departmental workflow diagrams as they relate to the application program and help develop and maintain detailed documentation of all processes to ensure Service Desk are secure and compliant with HIPAA requirements.
Perform any other duties as required to ensure Health Plan operations and department business needs are successful.