IT Specialist II

Role Overview

• 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

Tech Stack

• Azure
• ITSM
• MacOS

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