IT Specialist II - Service Desk

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 Workplace Services leadership, the IT Specialist II - Service Desk is a position that encapsulates the IT Specialist I role and is responsible for advanced remote technical support and operational guidance within the IT Infrastructure Services department. This role exercises discretion and independent judgment in resolving complex technical issues, designing solutions, and influencing IT policy and operational improvements.

The IT Specialist II is entrusted with major assignments that impact business operations, including the administration of enterprise applications, security governance, and process optimization. The position requires frequent consultation with stakeholders, evaluation of workflows, and the authority to recommend and implement changes that enhance organizational efficiency and technology adoption.

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

• Advanced Technical Support & Incident Management
  :
  • Remotely troubleshoot complex production incidents, conduct root-cause analysis, and implement corrective actions.
  • Act as an escalation point for IT Specialist I team members and coordinate with cross-functional teams during major incidents.
  • Exercise independent judgment in determining priorities for incident response and restoration based on business risk.
• Enterprise Application & Data Administration
  :
  • Administer enterprise applications, manage configurations, access controls, and data integrity.
  • Analyze business requirements, map them into system applications, and present findings and recommendations to IT leadership.
  • Design functional and technical requirements for new applications or enhancements.
• Policy Influence & Governance
  :
  • Assist with development and implementation of 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 regarding technology strategy and service delivery improvements.
• Continuous Improvement & Automation
  :
  • Identify process gaps, propose and implement improvements to intake, triage, and escalation procedures.
  • Automate complex backend workflows using scripting and programming languages (e.g., Power Shell, Service Now).
  • Lead IT Workplace projects and initiatives with local and enterprise impact.
• Vendor & Partner Coordination
  :
  • Engage third-party vendors to resolve software failures and service issues.
  • Track and enforce vendor SLAs, manage RMAs, and validate post-remediation outcomes.
• Security, Compliance, & Access Governance
  :
  • Enforce endpoint hardening, encryption, antivirus, and vulnerability remediation.
  • Execute onboarding/offboarding workflows, support audit activities, and document exceptions/compensating controls.
• Stakeholder Communication &…