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.
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.
Provide remote support across Windows/macOS, M365 (Teams, Outlook, SharePoint, OneDrive), identity (Azure AD/Entra ID), and enterprise applications.
Create and maintain runbooks, SOPs, and knowledge base (KB) articles to improve first-contact resolution and reduce MTTR.
Backfill Service Desk queues during spikes or outages; ensure adherence to intake, triage, and escalation standards.
Monitor ticket volumes, aging, and Service Level Agreements (SLA) performance; proactively remediate backlogs.
Engage third-party vendors and carriers to resolve hardware failures, logistics issues, and connectivity/service problems as needed.
Administer enterprise applications (including IEHP-specific systems, if applicable); manage configurations, access, and data integrity checks.
Enforce endpoint hardening baselines, encryption, antivirus/EDR (Defender), and vulnerability remediation timelines.
Write clear, user-friendly KBs and service guides; coach Tier 1 staff to improve first-contact resolution.
Identify process gaps; propose and implement improvements to intake, triage, and escalation.

Requirements

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

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingroot-cause analysiscorrective actionspreventive actionsremote supportendpoint hardeningencryptionantivirusvulnerability remediationIT hardware support

Soft Skills

communicationcoachingproblem-solvingcollaborationprocess improvementorganizationescalation managementcustomer serviceteam coordinationknowledge sharing

Certifications

CompTIA A+Network+Microsoft Certified Fundamentals