IT Specialist II - Service Desk

Inland Empire Health Plan•Rancho Cucamonga, CA

13h•Onsite

About The Position

The IT Specialist II - Service Desk reports directly to IT Workplace Services leadership and works within the IT Infrastructure Services department. The position encompasses the IT Specialist I role and provides advanced remote technical support and operational guidance. It exercises discretion and independent judgment to resolve complex technical issues, design solutions, and influence IT policy and operational improvements. The role handles major assignments affecting business operations, including enterprise application administration, security governance, and process optimization, and frequently consults with stakeholders to evaluate workflows and recommend or implement changes that improve efficiency and technology adoption. The position contributes to IEHP’s Quality Program goals, including HEDIS, CAHPS, and NCQA Accreditation. It provides escalated technical support, administers enterprise applications and access controls, supports security and compliance activities, automates workflows, coordinates with vendors, and leads IT Workplace projects. The role also coaches IT Specialist I team members, prepares documentation and operational analyses, and supports asset lifecycle and inventory accuracy. This is an onsite position. The schedule may adjust to business needs and may include evenings, holidays, and weekends. The role provides after-hours and weekend on-call support, including escalations. It may involve distributing supplies and equipment to in-house departments; items weighing more than 50 pounds require assistance, and back support belts must be worn when lifting, pushing, or pulling. The stated pay range is USD $71,572.80–$93,038.40 per year.

Requirements

At least 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, including repair, refurbishment, or upgrades.
Experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support.
Strong knowledge of Windows and macOS, Microsoft Office Suite, and common enterprise applications.
Knowledge of client/server applications using relational databases.
Proficiency with Microsoft Windows and Microsoft 365 Office products, including Word, Excel, PowerPoint, and Access; listed Office versions include 2013, 2016, and 2019.
PowerShell or scripting experience.
Knowledge of Citrix, VDI, or VDA.
Knowledge of networking concepts, including TCP/IP, DNS, and VPN.
Understanding of ITIL, CMDB, and problem, change, and release management.
Strong customer service, analytical problem-solving, verbal and written communication, attention to detail, teamwork, and adaptability in a dynamic, fast-paced environment.
Ability to work a schedule that may include evenings, holidays, and weekends and to provide after-hours and weekend on-call support.
Ability to distribute supplies and equipment; items weighing more than 50 pounds require assistance, and back support belts must be worn when lifting, pushing, or pulling.

Nice To Haves

Associate’s degree from an accredited institution; in lieu of the required degree, at least two additional years of relevant work experience is required, in addition to the minimum experience requirement.
Bachelor’s degree from an accredited institution.
Service Desk experience in the healthcare industry.
IT certifications such as CompTIA A+, Network+, or Security+, ITIL v4, or Microsoft Certified Fundamentals (such as AZ-900).
Valid California Driver’s License.

Responsibilities

Remotely troubleshoot complex production incidents, perform root-cause analysis, implement corrective actions, and coordinate cross-functional response to major incidents.
Serve as an escalation point for IT Specialist I team members and prioritize incident response and restoration according to business risk.
Administer enterprise applications, configurations, access controls, and data integrity; map business requirements to applications and present recommendations to IT leadership.
Design functional and technical requirements for new applications and enhancements.
Assist with developing and implementing governance frameworks for endpoint management, access control, and system configuration; advise on exceptions to IT standards and security policies.
Consult with management on technology strategy and service delivery improvements.
Identify process gaps and implement improvements to intake, triage, and escalation procedures.
Automate complex backend workflows using scripting and programming languages such as PowerShell and ServiceNow.
Lead IT Workplace projects and initiatives with local and enterprise impact.
Coordinate with third-party vendors to resolve software failures and service issues; track vendor SLAs, manage RMAs, and validate remediation outcomes.
Enforce endpoint hardening, encryption, antivirus, and vulnerability remediation requirements.
Execute onboarding and offboarding workflows, support audits, and document exceptions and compensating controls.
Write 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.
Conduct operational analyses and recommend ways to improve efficiency, reduce cost, and enhance user experience; contribute to quarterly and annual operational reviews.
Maintain endpoint asset records, coordinate lifecycle activities, and support inventory accuracy targets.
Distribute supplies and equipment to in-house departments.
Provide after-hours and weekend on-call support and handle escalations as needed.
Perform other duties required to support Health Plan operations and department business needs.