It Help Desk Specialist 24-00147

Position
IT Help Desk
(Cisco/Citrix Experience Required)
Join our team!
Our client is a renowned health plan, providing quality and accessible healthcare services to more than 1.2 million members. Our client employs more than 2,000 employees and provides a motivating, progressive and supportive work environment that offers opportunities for professional development.
Description
Under direction from the Service Delivery Manager, IT Specialist I identifies, researches, and resolves routine technical/Help Desk tier 1 & occasionally tier 2 issues. Provides support to end users for computer, application, system, device, access, and hardware issues. Documents, tracks, and monitors issues using applicable systems and tools. Responds to telephone, email, walk-ups, and on-line requests for technical support. Additionally, may coordinate with other teams or departments to resolve user issues. Maintains accurate inventory, assigns wireless devices, and works with 3rd party vendors. Oversees data related projects, administration of applications, understands data requests, performs technical analysis, ensures timely and accurate completion of data related reporting, and effectively communicates results to the Management team. Possesses a clear understanding of general aspects of the position.

• Responsible for ordering, configuring, and deploying company-wide mobile devices after proper approval and paperwork have been submitted to the Help Desk.
• Develop end-user training curriculum and train users on application usage.
• Analyze and resolve desktop computer, scanner, printer, and miscellaneous peripheral issues.
• Manage and maintain accurate company-wide inventory of IT related equipment including but not limited to desktop computers, cell phones, scanners, fax machines, printers, laptops, monitors, hotspots and any item deemed IT related.
• Responsible for entering, updating and closing service tickets through the Help Desk application, providing support at the desktop level, through remote software and at home user locations including but not limited to hardware\ software and VDI support.
• Administration of user accounts on mutable application platforms.
• Thoroughly document inconsistencies/ issues/ concerns for follow-up and /or resolution by the software vendor.
• Report the status of assigned tasks and / or related problem issues to the application implementation team.
• Create departmental workflow diagrams as they relate to the application program.
• Develop policies and procedures related to application configuration, general usage, and maintenance.
• Responsible for AD administration and integrity of AD information.
• Responsible for Desktop Patch management scheduling and monthly reporting.
• Responsible for managing and reporting desktop encryption monthly.
• Responsible for detailed documentation of all processes to ensure Help Desk are secure and compliant with HIPAA requirements.
• Responsible for planning and executing updates and new technologies as required to ensure production up-time is maintained.
• Manage and maintain service delivery application servers, through support calls, renewal of third-party applications, and upgrades as required to ensure proper functionally.
• Responsible for desktop security through USB and CD\DVD monitoring through policy settings.
• Responsible for monitoring and reporting excessive Citrix Profiles.
• Responsible for managing SFTP accounts, reporting, and monitoring.

Requirements

• The following experience may be concurrent: Minimum two (2) years working in an IT support environment while providing user administration and maintaining PC hardware and software.
• Experience in Citrix required. IT Support experience preferably in the medical field.
• Associate's degree from an accredited institution required.
• Significant experience may be considered in lieu of degree: In lieu of a degree, a minimum of four (4) years of relevant work experience is required.
• Yes, must have a valid California Driver's License.
• Proficiency with Microsoft Windows operating system, Windows 10, Microsoft Office 2013/2016/2019/Office 365 products: Word, Excel, PowerPoint, and Access.

Additional Information

• Onsite
• WEEKENDS Required

INDH