IT Support Analyst II

Description

• Put Patients First
• Empower Entrepreneurial Provider and Care Teams
• Operate with Integrity & Excellence
• Be Innovative
• Work As One Team

What You'll Do

• Provide advanced Tier 2 technical support to clinical and non-clinical end users via phone, email, remote support tools, and in-person assistance as required.
• Diagnose, troubleshooting, and resolve complex hardware, software, application, and network issues while minimizing downtime and ensuring continuity of patient care.
• Own escalated incidents from Level 1 support through resolution, ensuring accurate documentation, timely updates, and appropriate escalation to Tier 3 or specialized vendor support when necessary.
• Deliver on-site and field support in clinics, hospitals, or administrative locations, particularly in the absence of on-site engineers or during critical events.
• Perform root cause analysis on recurring or high-impact incidents and implement corrective actions to prevent future occurrences.
• Participate in after-hours, night, and weekend on-call rotations, providing remote or on-site support for critical systems and outages.
• Assist in the planning, implementation, and execution of IT infrastructure projects, system upgrades, patches, and new technology deployments within a regulated healthcare environment.
• Contribute to and participate in monthly server maintenance and scheduled IT operations tasks, following change management and downtime procedures.
• Develop, maintain, and improve technical documentation, knowledge base articles, and standard operating procedures to support operational consistency and knowledge sharing.
• Provide guidance, mentoring, and informal training to Level 1 support staff to improve service quality and technical proficiency.
• Ensure compliance with healthcare regulations, security standards, and organizational policies, including HIPAA, when handling systems and sensitive data.
• Consistently deliver high-quality customer service with professionalism, discretion, and empathy, promoting a positive end-user experience across clinical and administrative teams.
• Provide guidance, mentoring, and informal training to Level 1 support staff to improve service quality and technical proficiency.
• Ensure compliance with healthcare regulations, security standards, and organizational policies, including HIPAA, when handling systems and sensitive data.
• Consistently deliver high-quality customer service with professionalism, discretion, and empathy, promoting a positive end-user experience across clinical and administrative teams.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field; OR
  At least 2–4 years of experience and knowledge in IT technical support in medium to large-scale environments.
• Industry certifications preferred: CompTIA A+, Network+, Microsoft 365, MD-102, or equivalent.
• Strong understanding of Windows OS (10/11), Microsoft 365, and Active Directory.
• Experience with ticketing systems, remote support tools, and endpoint management platforms.
• Familiarity with ITIL-based service delivery frameworks is a plus.
• Excellent documentation, organizational, and communication skills

Environmental Job Requirements and Working Conditions

• Our organization follows an in person work structure where the expectation is to work onsite on a weekly basis. The hospital is located at 14662 Newport Ave, Tustin, CA 92780.
• The total compensation target pay range for this role is $57.74 - $74.11. The salary range represents our national target range for this role.