IT Specialist II

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Reporting directly to IT leadership, the IT Specialist II provides advanced technical support, delivering Tier 2 and occasional Tier 3 assistance for complex production issues across enterprise systems. This role ensures operational continuity by maintaining accurate asset inventories, managing wireless device assignments, and coordinating with third-party vendors to resolve escalated technical challenges. The IT Specialist II also supports Service Desk operations and Tier 1 functions as needed, demonstrating flexibility and a strong commitment to service excellence.

Beyond technical support, this position guides data-driven initiatives, including administration of enterprise applications, analysis of data requests, and preparation of timely, accurate reporting for leadership. Success in this role requires exceptional verbal and written communication skills, as collaboration with internal and external IT teams and the creation of clear & concise documentation are critical responsibilities. On-call availability, as requested, is needed to support business continuity in an 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.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

1. Advanced Technical Support (Tier 2 & Occasional Tier 3):
   a. Troubleshoot complex production incidents affecting endpoints, collaboration tools, identity/access, and business applications. Work with ITSM team to identify root-cause analysis and implement corrective/preventive actions (RCA/CPA) as needed.
   b. Serve as an escalation point for Service Desk IT Specialist I. Participate in bridge calls as needed and coordinate with application, network, and security teams during major incidents.
   c. Provide remote support across Windows/macOS, M365 (Teams, Outlook, SharePoint, OneDrive), identity (Azure AD/Entra ID), and enterprise applications.
   d. Create and maintain runbooks, SOPs, and knowledge base (KB) articles to improve first-contact resolution and reduce MTTR.
2. Service Desk Coverage (Tier 1, as needed):
   a. Backfill Service Desk queues during spikes or outages; ensure adherence to intake, triage, and escalation standards.
   b. Monitor ticket volumes, aging, and Service Level Agreements (SLA) performance; proactively remediate backlogs.
3. Vendor & Partner Coordination:
   a. Engage third-party vendors and carriers to resolve hardware failures, logistics issues, and connectivity/service problems as needed. Track and enforce vendor SLAs.
4. Data, Reporting, & Application Administration:
   a. Administer enterprise applications (including IEHP-specific systems, if applicable); manage configurations, access, and data integrity checks.
   b. Present findings and recommendations to IT leadership. Contribute to quarterly/annual operational reviews.
5. Security, Compliance, & Access Governance:
   a. Enforce endpoint hardening baselines, encryption, antivirus/EDR (Defender), and vulnerability remediation timelines.
   b. Execute onboarding/offboarding workflows (i.e., provisioning/deprovisioning with MFA, SSO, and role-based access controls). Support audit activities.
   c. Meet patch compliance targets and document exceptions/compensating controls.
   d. Manage and report desktop encryption monthly.
   e. Desktop security through USB and CD\DVD monitoring through policy settings.
6. Stakeholder Communication & Documentation
   a. Write clear, user-friendly KBs and service guides; coach Tier 1 staff to improve first-contact resolution.
7. Continuous Improvement & Automation
   a. Identify process gaps; propose and implement improvements to intake, triage, and escalation.
   b. Automate routine tasks (PowerShell scripts, ServiceNow workflows); contribute to self-service capabilities.
8. Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Education & Requirement

• Three (3) years of experience in IT Site Support and/or 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 (repair/refurbishing/upgrading/etc.) experience
• Experience with Active Directory, Exchange, and enterprise-level application support required
  • Experience in IT Site Support and/or Service Desk environment, preferably in the medical industry preferred
• Associate’s degree from an accredited institution required
  • In lieu of the required degree, a minimum of two (2) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above
  • Bachelor’s degree from an accredited institution preferred
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified Fundamentals preferred

Key Qualifications

• Strong knowledge and solid understanding of:
  • Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
  • Client/Server applications using relational databases
  • Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access
  • TCP/IP networking, VDI/VDA knowledge
  • Networking concepts (TCP/IP, DNS, VPN)
  • Familiarity with ITSM tools and ticketing systems
• 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
• Works effectively across teams to achieve shared goals
• Thrives in a dynamic, fast-paced environment with the ability to be adaptable

Start your journey towards a thriving future with IEHP and apply TODAY!

Schedule may adjust based on business need which may include evenings, holidays, and weekends. Distribution of supplies and equipment to in-house departments. Items weighing more than 50 lbs. will require assistance when moving. Back support belts must be worn when lifting, pushing, or pulling items.