IT Specialist II - Service Desk

In the IT Infrastructure Services department at Inland Empire Health Plan, this role delivers advanced remote service desk support and operational guidance that keep core technology systems running. The IT Specialist II - Service Desk partners with stakeholders and IT teams to resolve complex incidents, administer enterprise applications, and improve service delivery through analysis, automation, and governance.

What you’ll do

• Remotely troubleshoot complex production incidents, perform 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 restoration based on business risk.
• Administer enterprise applications, including configuration management, 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 or enhancements.
• Support the development and implementation of governance frameworks for endpoint management, access control, and system configuration.
• Advise on exceptions to enterprise IT standards or security policies when needed.
• Provide expert consultation to management on technology strategy and service delivery improvements.
• Identify process gaps and propose 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.
• Engage third-party vendors to address software failures and service issues, including tracking vendor SLAs, managing RMAs, and validating post-remediation outcomes.
• Enforce endpoint hardening, encryption, antivirus, and vulnerability remediation.
• Execute onboarding and offboarding workflows, support audit activities, and document exceptions or compensating controls.
• Write clear, 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 improvements to increase efficiency, reduce cost, and enhance user experience.
• Contribute to quarterly and annual operational reviews.
• Support accurate endpoint asset records by coordinating lifecycle activities and meeting inventory accuracy targets.
• Perform other duties as required to support Health Plan operations and departmental business needs.

Required qualifications

• Four (4) years of experience in a Service Desk environment.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications.
• Hands-on IT hardware support experience, including repair, refurbishing, and upgrading.
• Experience with ITSM tools and ticketing systems.
• Experience supporting Active Directory, Exchange, Microsoft Entra, and enterprise-level applications.
• Networking concepts including TCP/IP, DNS, and VPN.
• Proficiency with Microsoft Windows and Microsoft 365 / Office products such as Word, Excel, PowerPoint, and Access.
• PowerShell and scripting experience.
• ITIL, CMDB, and understanding of Problem/Change/Release Management.
• Customer service skills and strong problem-solving and communication abilities.
• Strong attention to detail and the ability to work effectively across teams.
• Ability to adapt in a dynamic, fast-paced environment.
• Schedule may adjust based on business need, including evenings, holidays, and weekends.
• On-call support to the organization after hours and on weekends, with escalations as needed.
• Back support belts must be worn when lifting, pushing, or pulling items, and assistance is required when moving items weighing more than 50 lbs.

Preferred qualifications

• Service Desk experience in the healthcare industry.
• Associate’s degree (accredited institution) preferred; if not, a minimum of two (2) years of additional relevant work experience is required.
• Bachelor’s degree (accredited institution) preferred.
• IT certifications such as CompTIA A+/Network+/Security+, ITIL v4, or Microsoft Certified Fundamentals (AZ-900, etc.).
• Valid California Driver’s License preferred.
• Citrix and VDI/VDA knowledge.
• Understanding of client/server applications using relational databases.
• Familiarity with ITSM tools and ticketing systems.

Technologies you’ll work with

• PowerShell, ServiceNow
• Windows, macOS, Microsoft Office Suite (including Office 2013/2016/2019) and Microsoft 365
• Active Directory, Exchange, Microsoft Entra
• ITSM and ticketing systems
• Citrix, VDI, VDA
• TCP/IP, DNS, VPN
• ITIL, CMDB, Problem/Change/Release Management

Work model and location

• Onsite
• Rancho Cucamonga, CA

Compensation

• USD $71,572 - $93,038 per year

Benefits

• 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

Quality commitment: The IEHP Team is committed to incorporating IEHP’s Quality Program goals, including HEDIS, CAHPS, and NCQA Accreditation.