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<p><b>Salary Range:&nbsp;</b>&nbsp;$55,245.00&nbsp;(Min.) -&nbsp;$69,045.00&nbsp;(Mid.) -&nbsp;$82,867.00&nbsp;(Max.)</p><p>Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.<br><br>Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.<br></p><h4>Job Summary</h4><p>The Help Desk Technician II provides workstation phone, off site and onsite support for users, vendors and/or clients, resolving computer issues and help desk-related requests. This position plans, analyzes, configures, and installs new personal computer systems, determining user specifications for hardware and software upgrades; maintains and repairs existing computers; and deals with most issues that are simple or routine, escalating more complex or involved issues to Level III staff. This position composes documentation and communication regarding help desk/telephone support operations, and focuses on customer relations, achieving user comfort level on computer applications and equipment. This position may be required to travel on an as needed basis to fulfill user support responsibilities.</p><h4>Duties</h4><p>Help Desk Coordination: Create Jira Service Management (JSM) Tickets with detailed information for all calls and ensure users are kept informed of the status of their requests by entering notes in the ticket’s notes section. Adhere to established Jira Service Management Service Level Agreements (SLAs).&nbsp; (30%)</p><p>User Support: Provide 1st and 2nd -tier user support. Help users resolve system problems, utilize standard software, and maintain standard hardware. Respond to user inquiries and technical issues via phone, email, or chat in a timely and professional manner. Participate on an on-call rotation for afterhours support. Install, configure, and assist with the setup of new hardware and software for employees. Manage and ensure On/Off Boarding process are carried through per established Standard Operation Procedure (SOP). (30%)</p><p>Account Creation: Create standard accounts for new users for workstation login or email. Assign users to established groups and assign standard file permissions on appropriate servers. (15%)</p><p>Maintain Supplies: Responsible for maintaining computer-related supplies (toner cartridges, etc.). Keep track of use, research prices, submit expenditure requests when needed, and ensure that consumables don't run out. Ensure that new hardware is accurately entered into the Asset management system. Workstation Roll out: Provide support for workstation rollouts. Maintain accurate records of IT equipment using the asset management system. (15%)</p><p>Perform other duties as assigned. (10%).</p><h4>Duties Continued</h4><h4>Education Required</h4>High School Diploma/or High School Equivalency Certificate<h4>Education Preferred</h4>Associate's Degree<h4>Experience</h4><p><b>Required:</b></p><p>At least 2 years of experience in Call Center Help desk, configuring &amp; administering networked computer systems in a Windows environment.</p><p>Experience with MS Office 365 Suite, Aruze Active Directory, Intune, and, Laptops/Desktops configuration. </p><p>Experience with diagnosing and troubleshooting hardware, software, and network-related issues.</p><p>Experience providing support to remote and mobile laptop/desktop users. </p><p>Experience in Hardware maintenance tasks (Hardware refresh, laptop build, profiling, re-builds).<br></p><p>Experience with ticketing systems (e.g., Jira Service Management). </p><h4>Skills</h4><p><b>Required:</b></p><p>Familiar in configuring remote LAN access for VPN. </p><p>Strong written and verbal communication skills.</p><p>Ability to log all calls into ticketing systems (e.g. Jira Service Management).</p><p>Ability to resolve and escalate incidents and Service Requests within agreed SLAs.</p><p>Excellent team work ethic.</p><p>Excellent customer service skills. </p><p>Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders.</p><p>Working knowledge of the Microsoft 365 Office Suite, Windows 10 &amp; 11.&nbsp; </p><p>Knowledge of Active Directory, VPN, and remote desktop troubleshooting.</p><p>Ability to work well in a fast-paced, dynamic environment.</p><p>Strong computer troubleshooting and problem-solving skills.</p><p>Strong Workstation application knowledge. </p><h4>Licenses/Certifications Required</h4><h4>Licenses/Certifications Preferred</h4>Computing Technology Industry Association (CompTIA) A+ CertificationHelp Desk Institute (HDI) Certification<h4>Required Training</h4><h4>Physical Requirements</h4>Moderate<h4>Additional Information</h4><p>In addition to the main corporate office, L.A. Care supports 14 Community Resource Centers across L.A County. </p><p>L.A. Care Health Plan is available 24 hours a day, &amp; 7 days a week, including holidays. Help Desk Shifts are assigned based on business need and may include but not limited to evenings, weekends, and holidays. </p><p>Travel to offsite locations for work required.</p><p><b>Salary Range Disclaimer:</b> The expected pay range is based on many factors such as geography, experience, education, and the market.&nbsp; The range is subject to change.</p><p><b>L.A. Care offers&nbsp;a wide range of benefits including</b></p><ul><li>Paid Time Off (PTO)</li><li>Tuition Reimbursement</li><li>Retirement Plans</li><li>Medical, Dental and Vision</li><li>Wellness Program</li><li>Volunteer Time Off (VTO)</li></ul><p><br><strong>Nearest Major Market: </strong>Los Angeles                                                                            <br><strong>Job Segment: </strong>                    Call Center, Customer Service                                                    </p>

L.A. Care Health Plan

Help Desk Technician II (Hybrid)

<p><strong>Contract Change Specialist</strong></p><p><em>Please note that we do not offer visa sponsorship for this position.</em></p><p>The primary responsibility for this position is to provide quality after-issue servicing of life insurance products.&nbsp; This includes processing changes to life policies and annuities based on the contractual rights indicated within the policy and product specifications, in a timely and accurate manner; to communicate with field associates and home office associates in order to process changes in compliance with both company and state regulations.&nbsp;&nbsp;</p><p>The incumbent will work with a wide variety of individuals, including producers, policy owners and field associates, as well as coordinate work with several home office business units including, but not limited to, New Business, Underwriting, Replacements, &nbsp;Inbound and Outbound Payment Centers , Contract &amp; Licensing , Title and Claims.</p><p>&nbsp;<strong>Key Responsibilities</strong></p><ul><li>Analyze requests from policy owners or field associates for availability; involves reviewing product specifications, contractual language, old rates books and agent guides, etc.</li></ul><ul><li>Review for completeness of requirements received and communicate any missing requirements to agent or policy owner</li><li>Coordinate with After Issue Underwriter for requirements needed for changes that add a risk to the company and order&nbsp;underwriting requirements such as but not limited to medical exams, RX reports, MIB, Motor vehicle&nbsp; reports and any other requirements the underwriter requests, includes preparing each case for the Underwriting review and acting as liaison between Underwriting and Agent/Policyholder for additional information</li></ul><ul><li>Responsible for managing the case (change) from beginning to end , communicating in a timely manner with the agent or policyholder and other business areas as needed</li></ul><ul><li>Prompt and efficient processing of submitted transactions within designated time frame</li><li>Perform final review of policy change, calculate changes to premiums and commissions, preparation of &nbsp;documentation of all reviews</li><li>Process changes to policies by inputting updated information into&nbsp; our administrative systems, including the traditional life, disability and vantage systems; issues new policies on the new business system and makes appropriate changes to many supporting systems to complete the actual changes to the policy</li><li>Maintain quality work and perform quality checks of &nbsp;new or changed policy and mails out appropriate forms and documentation directly to agent and/or policy owner</li><li>Complete updates of systems and files all documentation in permanent, imaged application; performs follow-up as needed and appropriate</li></ul><ul><li>Reviews the legacy system controls each morning and if the system reports show any out of balance situations, will work with the Team Manager and/or Team Lead to determine if we alert IT or a business area</li><li>Reviews error reports and reports from the legacy systems that require business areas to take action and responsible for alerting each business area of the action required or errors ; will work closely with Team Manager and/or Team Lead as needed</li></ul><ul><li>Actively involved with the SEC, FINRA and state audits; also involved with transactional audits that occur annually</li><li>Perform other duties related to servicing and maintaining Inforce Policies</li></ul><p><strong>Job Requirements</strong></p><ul><li>High School diploma</li><li>Strong math skills preferred</li><li>Thorough and observant, with an eye for detail</li><li>Strong communication skills both verbal and written</li><li>Maintain confidentiality</li><li>Organized and Driven</li><li>Proficient in Microsoft Office Suite (Word, Excel, Outlook)&nbsp;</li><li>Ability to meet established deadlines; must be able to work independently and as a team player</li><li>Ability to work in a fast-paced environment; strong interpersonal skills a must</li><li>Establish and maintain effective working relationships</li><li>Must be able to pass a background check</li><li>Strong problem solving skills</li><li>Conscientious and responsible</li><li>LOMA course completion required within first year on the job (FLMI Level 1 – Course 280 &amp; 290); strongly encouraged to obtain LOMA designations ACA and ALMI</li><li>Ability to pass a background check</li><li>A strong work ethic and a demonstrated ability to work independently in a fast-paced environment with a high degree of accuracy</li></ul><br><h6>&nbsp;The base compensation range represents the low and high end of the compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.&nbsp; National Life offers a competitive total rewards package, which includes a 401(k) retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.</h6><h6>National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.</h6><h6>Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.&nbsp;</h6><h6>National Life Group</h6><h6>1 National Life Dr</h6><h6>Montpelier, VT 05604</h6><h6>Social Media Policy&nbsp;</h6><h6>Site Disclosure and Privacy Policy&nbsp;</h6>

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