IT Specialist II - Service Desk

Inland Empire Health Plan•Rancho Cucamonga, CA

2d•$71,573 - $93,038•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. It consults frequently with stakeholders, evaluates workflows, and recommends and implements changes to improve organizational efficiency and technology adoption. The position supports IEHP’s Quality Program goals, including HEDIS, CAHPS, and NCQA Accreditation. It also provides on-call support after hours and on weekends, with schedule adjustments that may include evenings, holidays, and weekends. The work model is onsite, and the role may distribute 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 items.

Requirements

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, refurbishing, or upgrading.
Experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support.
Strong knowledge of client/server applications using relational databases.
Proficiency with Microsoft Windows and Microsoft 365 Office products, including Word, Excel, PowerPoint, and Access; versions listed 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.
Familiarity with ITSM tools and ticketing systems.
Understanding of ITIL, CMDB, and Problem, Change, and Release Management.
Strong customer service skills and ability to provide support to internal stakeholders.
Analytical thinking and resourcefulness in resolving technical issues.
Excellent verbal and written communication and customer service skills.
Strong attention to detail and ability to work effectively across teams.
Ability to adapt and thrive in a dynamic, fast-paced environment.
Ability to meet schedule adjustments based on business needs, including evenings, holidays, and weekends.
Ability to move, lift, push, or pull supplies and equipment, using assistance for items over 50 pounds and wearing a back support belt as specified.

Nice To Haves

Service Desk experience, preferably in the healthcare industry.
Associate’s degree from an accredited institution; alternatively, the posting requires at least two additional years of relevant work experience in lieu of the required degree, in addition to the minimum experience listed.
Bachelor’s degree from an accredited institution.
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, conduct root-cause analysis, and implement corrective actions.
Serve as an escalation point for IT Specialist I team members and coordinate with cross-functional teams during major incidents.
Use independent judgment to prioritize incident response and service restoration based on business risk.
Administer enterprise applications, including configuration, access controls, and data integrity.
Analyze business requirements, map them to system applications, and present findings and recommendations to IT leadership.
Design functional and technical requirements for new applications and enhancements.
Assist in developing and implementing governance frameworks for endpoint management, access control, and system configuration.
Advise on exceptions to enterprise IT standards or security policies as needed.
Provide expert consultation to 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 and enforce vendor SLAs, manage RMAs, and validate remediation outcomes.
Enforce endpoint hardening, encryption, antivirus, and vulnerability remediation.
Execute onboarding and offboarding workflows, support audit activities, and document exceptions and compensating controls.
Write user-friendly 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 accurate endpoint asset records, coordinate lifecycle activities, and support inventory accuracy targets.
Distribute supplies and equipment to in-house departments, following stated lifting and handling precautions.
Perform other duties as required to support Health Plan operations and department business needs.
Provide on-call support after hours and weekends, handling escalations as needed.