Senior Service Desk Technician

The pay range above represents the minimum and maximum rate for this position in California. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee specific skills and qualifications, relevant years of experience and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range. Salary range will vary for remote positions outside of California and future increases will be based on the pay band for the city and state you reside in.

Work Culture:

GCHP strives to create an inclusive, highly collaborative work culture where our people are empowered to grow and thrive.  This philosophy enables us to create the health plan of the future and do our best work – Together.

GCHP promotes a flexible work environment. Employees may work from a home location or in the GCHP office for all or part of their regular workweek (see disclaimer).

GCHP’s focuses on 5 Core Values in the workplace:

•    Integrity

•    Accountability

•    Collaboration

•    Trust 

•    Respect

Disclaimers:

•    Flexible work schedule is based on job duties, department, organization, or business need.

•    Gold Coast Health Plan will not sponsor applicants for work visas.

POSITION SUMMARY

Reporting to the Director of IT Infrastructure and Security Operations and working under the general supervision of existing ServiceDesk staff and lead, this person’s primary focus will be responsible for working with end-users to resolve computer/software issues, imaging new/repurposed laptops, assisting with advanced technical solutions that may require learning new technology, ensuring conference rooms are functional, and tracking assets. Travel to offsite events may be required. Additionally, this position requires innovative and creative thinking to build solutions currently not in-place. Automation is everything at Gold Coast Health Plan. Our goal is to have as much automation in place as possible.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Amount of Travel Required: 0-5%

ESSENTIAL FUNCTIONS

Job Function & Responsibilities

May perform any or all the following duties:

•    Function as a technical solutions architect by identifying issues or concerns and then researching, buying, building, and deploying innovative solutions that help the organization succeed in its mission.

•    Experience with ManageEngine tools or similar.

•    Automating tasks and functions to ease workload and redundant tasks.

•    Experienced in troubleshooting and resolving IT Support tickets, call-ins, or chat messages.

•    Experience working in a Microsoft 365 and Azure ecosystem.

•    Computer imaging using software that includes: MDT (Microsoft Deployment Toolkit), Azure Intune (AutoPilot), and software deployment tools. This includes building new software releases.

•    Performs the installation, configuration, and ongoing usability of workstation computers, peripheral equipment, and software within established standards and guidelines.

•    Works with vendor support contacts to resolve any workstation repairs necessary.

•    Performs upgrades on workstations and software to ensure longevity.

•    Work with conference room attendees that may need help with technology, cameras, and audio.

•    Ensure onsite\offsite conferences and community events have IT Support.

•    Working with inventory tools for both in and outbound IT assets.

•    Assist in ordering computer/IT supplies and keeping up with inventory needs.

•    Perform other duties as requested by Management.

MINIMUM QUALIFICATIONS

Education: 

•    High School Graduate or General Education Degree (GED): Required

•    Associate’s degree (two year college or technical school) Preferred, Field of Study: (in a relevant discipline)

•    Bachelor's Degree (four-year college or technical school) Preferred, Field of Study: (in a relevant discipline)

Experience: 

•    Minimum of 3 years’ experience working in an IT Support role.

•    Minimum of 5 years’ experienc