IT Support Services Lead

TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care.

Under the direction of the Manager, IT Service Delivery, the IT Support Services Lead is responsible for helping to advance IT Service Management functions in support of timely incident management, coordinated problem management and robust inventory and configuration management. The lead is responsible for ensuring that tickets are generated, priorities are assigned, status is communicated, escalations are addressed and resolutions provided. The lead will also coordinate support of moves involving IT, including effective diagnostic evaluation of end-user needs to ensure high customer satisfaction and positive support outcomes by meeting or exceeding Service Level Agreements (SLAs).

Duties & Responsibilities:

• Ensure the efficient and prompt handling of all department work orders and requests; prepare and maintain records and reports of work performed
• Assist the Manager, IT Service Delivery with coordinating, scheduling, and assigning tasks in accordance with department objectives and priorities
• Follow relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs)
• Provide technical coaching and mentoring for less experienced staff members
• Drive and recommend work process improvements to IT Leadership in support of best practice development
• Serve as the escalation point for Tier I and Tier II help desk staff
• Provide Tier II support to users by researching, diagnosing, and resolving technical problems with end-user computer technology
• Establish and implement policies to ensure quality, timely and efficient design of customer oriented services
• Oversee the installation, configuration, troubleshooting, and resolution of incidents related to hardware, software, websites, instrument controllers, VoIP systems, and conference room equipment
• Design and build operational procedures and tools
• Assure up to date and complete end user device inventory to include licenses
• Assist with developing, maintaining, and administering training materials and documentation to ensure continuous training is provided to the team
• Communicate and adhere to new procedures, policies, and goals
• Interact with internal team, customers and external 3rd party vendors and partners to troubleshoot and resolve complex problems
• Assist with new service pilots, deployments, and configurations
  
  

Qualifications:

• Bachelor’s degree in computer science, information systems or a related field, or equivalent work experience
• Working knowledge of IT Ticketing systems and understanding of efficient management of ticket queues
• Experience providing help desk support in an enterprise environment
• Availability to work occasionally outside of normal shifts (e.g., 8am to 5pm)
• Proficiency with software applications and various operating systems and devices
• Proficiency in the operation and use of personal computers, utilizing ticketing systems, cloud systems like Exchange Online, Azure AD, SharePoint Online, Duo MFA, Documentation systems, etc
  
  

Preferred Qualifications:

• A , Network , or Security certification
• ITIL Certification
• Experience providing IT Support in a healthcare setting
• Experience with Microsoft Azure, Azure AD, Exchange Online
  
  

The pay range for this role is $27.38 - $39.70 on an hourly basis.

Pay transparency: If you are hired at TrueCare, your salary will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining an offer.

TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any characteristic protected by applicable federal, state, or local law. Our goal is to support all team members recruited or employed here.

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