San Francisco Health Plan

  • Systems Support Specialist (Temporary)

    Job Locations US-CA-San Francisco
    Job ID
    Information Technology Services
    Contract to Regular (Full Time)
  • Overview


    The incumbent will maintain, analyze, troubleshoot, and resolve software, hardware and peripheral issues in a Windows environment.  This role handles first and second level support requests related to PCs, laptops, printers, scanners, remote access, related systems, and access to these systems.  Server and account administration within an Active Directory structure is also expected. The candidate must have knowledge of backup and restore processes.  This is a hands-on position, requiring extensive experience troubleshooting all end-user issues as well as time management, prioritization and escalation skills are required to ensure that target times are met.


    This is a full time temporary position with the potential to convert to full time regular position.



    • Provide support for desktop & phone administration
    • Install, configure, maintain, and troubleshoot end user workstation hardware, software, and peripheral devices
    • Install Servers, Operating Systems & applications
    • Administer and optimize Microsoft Active Directory & group policies
    • Enable, support and troubleshoot mobile users
    • Backup through tape libraries and archival to offsite storage
    • Maintain Alerts and Monitoring of Servers
    • Manage servers, including e-mail, print, fileshares, security, and their associated operating systems and software
    • Assist in network support for hardware equipment, including routers, switches, hubs, and UPSs
    • Assist in the troubleshooting of server failures
    • Assist with administration and support of virtual server environment
    • Administer and maintain end user accounts, permissions, and access rights
    • Receive and respond to incoming issues requests within the organization ticketing system
    • Track and report progress and status of activities, projects and trouble tickets
    • Install, configure, maintain and troubleshoot telephone/video teleconferencing system equipment
    • Anticipate and address user needs to optimize the user experience
    • Support email configuration issues, create and maintain user mailboxes, aliases, and distribution lists
    • Interact and negotiate with vendors, outsourcers, and contractors to secure system products and services
    • Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs
    • Document and maintain all the processes and procedures pertaining to the desktop usage of the organization 


    • Bachelor’s degree preferred or equivalent work experience
    • 3+ years in desktop administration and support experience in a Windows enterprise environment
    • MCSE certification desired
    • MCP certification level in a Windows Operating System, most recent preferable
    • A+ certification
    • Microsoft and Cisco Certifications are a plus
    • Experience with health care organization preferred
    • Familiar with multiple makes/models of desktops and laptops, and be able to disassemble, troubleshoot, and reassemble hardware
    • Extensive knowledge of Windows XP and the Microsoft Office Suite
    • Working knowledge of Active Directory and systems administration tasks
    • An understanding of networking topologies, physical installation, and support
    • Sound understanding of Microsoft Exchange Server with the ability to create users and mailboxes using Active Directory
    • Experience troubleshooting network printers
    • Competent in hardware and software troubleshooting
    • Experience using Ghost or other desktop imaging software
    • Experience with backup processes
    • Experience with an incident tracking system (RemedyForce preferred)
    • Excellent customer service skills



    Established in 1997, San Francisco Health Plan (SFHP) is a an award winning,  managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco county. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 145,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services. SFHP was designed by and for the residents it serves, and takes great pride in its ability to accommodate a diverse population that includes young adults, seniors, and people with disabilities.


    San Francisco Health Plan is an Equal Opportunity Employer (EOE) M/F/D/V
    Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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