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' experience working with Microsoft Office and Windows operating system.

Equivalent In lieu of degree: Will accept experience in any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position.

KNOWLEDGE, SKILLS & ABILITIES

Preferred Qualifications:

* Experience in working with M365 and Azure.

* Experienced knowledge of computers (PCs, laptops) and peripherals.

* Exceptional customer service oriented with the intent of doing things right the first time.

* Good understanding of IT technology and concepts.

* Experience providing IT Support remotely (for requests and issues) and over the phone.

* Experience with major copier brands and advanced uses.

* Strong verbal and written communication skills.

* Ability to work independently as well as an ability to work well with others in a team environment.

* Strong time management skills

* Ability to learn and adjust to changes in technology.

* Team-oriented, organized, and pays attention to details.

* Demonstrated ability to effectively troubleshoot and resolve technology related issues

Technology & Software Skills: Advanced computer skills in MS Office products.

Certifications & Licenses: A valid and current Driver's License, and Auto Insurance

Competency Statements

* Management Skills - Ability to organize and direct oneself and effectively supervise others.

* Business Acumen - Ability to grasp and understand business concepts and issues.

* Decision Making - Ability to make critical decisions while following company procedures.

* Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.

* Interpersonal - Ability to get along well with a variety of personalities and individuals.

* Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.

* Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

* Consensus Building - Ability to bring about group solidarity to achieve a goal.

* Relationship Building - Ability to effectively build relationships with customers and co-workers.

* Presentation Skills - Ability to effectively present information publicly.

* Delegating Responsibility - Ability to allocate authority and/or task responsibility to appropriate people.

* Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.

* Strategic Planning - Ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.

* Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.

* Judgment - The ability to formulate a sound decision using the available information.

* Communication, Oral - Ability to communicate effectively with others using the spoken word.

* Communication, Written - Ability to communicate in writing clearly and concisely.

* Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.