Information Technology/Service Desk Analyst

Summary:

• Work Mode: Hybrid
• Location: 8000 Marina Blvd, Brisbane, CA
• Duration: The initial assignment will end 11/27/2026, but will be extended
• Shift times are variable, starting with 8-hour shifts Monday through Friday between 7:00 AM and 6:00 PM. Future shifts may include swing and/or weekend shifts with advance notice.

Responsibilities:

• Provide desktop support to end-users, handling complex support calls requiring judgment in problem resolution.
• Maintain secure and confidential information in compliance with IT policies and Medical Center regulations.
• Balance technical knowledge with a high level of customer service in all Service Desk operations.
• Resolve or escalate issues appropriately and assist with maintaining the Knowledge Base (KB).
• Communicate technical concepts effectively in both written and oral forms.
• Apply advanced technical knowledge and application access to resolve application problems.
• Mentor junior staff and act in a Level II capacity for complex internal escalations.
• Ensure team service levels are met, with flexibility for scheduling, including nights, weekends, and on-call rotations.

Requirements:

• Minimum of 1 year in IT Support roles.
• Experience in Contact Center and Customer Support.
• Familiarity with Microsoft Windows, Microsoft Office, and Mac OSX support.
• Knowledge of network troubleshooting and general software troubleshooting.
• Strong written and oral communication skills.

Preferred Skills:

• Experience in a health setting support environment.