Service Desk Support, Specialist

About Stellarus and the Ascendiun Family of Companies

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors.    
 
Stellarus is part of a family of organizations that is overseen by a nonprofit corporate entity named Ascendiun. The Ascendiun Family of Companies also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan and Altais, a clinical services company. 

Stellarus’ vision is to empower its customers to create a healthcare experience that is worthy of their family, friends, and neighbors. Stellarus’ objective is to offer innovative, modern, scalable solutions that challenge the health care status quo. This very closely aligns with Blue Shield of California’s vision by using innovation to improve quality, affordability, and experience for members.   

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Our Values: 

At Stellarus, our core values of agility, trust, drive, courage and service shape our approach to developing innovative product offerings.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail. 

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.

Your Role​ 

 

Service Desk Support, Specialist

 

The IT Service Desk we deliver Customer Excellence Focused Support to our end users by Leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role you will be responsible for the remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in the use of various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support. Able to function independently and produce results that meet standards of quality, timeliness, and accountability. Minimal supervision and general direction. Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures. Ability encompasses broad knowledge of concepts, practices, and procedures within particular field of specialization.

Your Work

In this role, you will:

• Monitoring daily ASA while attempting to keep it below 3:00 minutes (goal of 2:00 minutes). 
• Creating Shifts and Daily Schedule which includes scheduled PTO, techs calling in sick, or for any other reason a tech would not be able to make it into work.
• Monitoring and maintaining the Help Desk Calendar, SD PTO mailbox, SD Tech Training mailbox, and IT SD - Training Class Access Issues mailbox. This includes:
• Provide escalation support for Priorities and VIP’s
• Monitoring Incident & Request Queues. Monitor and make sure all SD queues are worked within set SLA / OLA.
• Team Meetings & Training. Oversee the planning and scheduling of weekly team meetings. Ensure the review of new, updated, and old processes. 
• Lead line and assisting techs. Monitor Lead Line to assist technicians 
• Knowledge Base Assistance. Assist in creating knowledge base articles. 
• Reports & Improvements. Run and deliver monthly status reports for all metrics. 
• Other Lead Duties and Responsibilities. Ensure the Service Desk floor is being run as efficiently and smoothly as possible.

Your Knowledge and Experience​ 

• Associate degree or equivalent experience preferred. 

• 1 – 2 years of prior Service Desk experience in a high volume IVR based call center preferred.

• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.

• Basic knowledge and troubleshooting of Microsoft Office 365 applications.

• MAC experience would be preferred but not required.

• Experience leading teams preferred 

• Candidates must be able to work an 8-hour shift between 6 am to 6 pm PST Monday through Friday. Candidates must also be able to work on call once every other month during Saturday and Sunday. 

Hybrid

This role requires employees to be in - office based on our hybrid workplace model, balancing purposeful in - person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

 

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