Desktop Support Analyst - Associate

About the role

The Desktop support analyst role is the first point of contact for internal customers facing technical issues. This role assists users who contact the Service Desk with incidents and service requests related to IT support, systems, hardware, software; also supports a variety of other requests.

Responsibilities

• Assists users who contact the Service Desk with incidents and service requests related to IT support, systems, hardware, software.
• Directly fulfills service requests, including but not limited to provisioning access, installing software and services, and resolving incidents.
• Utilizes the existing knowledge base documentation wherever possible and conducts additional research.
• Evaluates the accuracy of existing runbooks, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible.

Requirements

• Experience with providing desktop support in a healthcare clinic environment for all system users.
• Ability to delegate, as necessary, to other Support Analysts.
• Ability to think fast and respond graciously in the face of technical problems.
• Working knowledge of PC hardware, including laptops, desktops and printers.
• Ability to work independently and manage projects with little supervision.
• Demonstrate strong problem-solving skills and sound judgment.
• Ability to communicate well both verbally and in writing.
• Foster culture of security awareness.

Qualifications

• Required: 3 to 7 years of experience in a desktop support role.
• Associate’s degree in Computer Science, Information Technology, or a related field, or 3 to 7 years of equivalent experience will be accepted in lieu of the required degree or diploma.
• Experience assisting users and employees with information technology issues.
• Designs network solutions including security issues and related IT issues.

Skills

• Strong problem-solving skills.
• Sound judgment.
• Effective communication skills.
• Security awareness.

Benefits

PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology.

Pay

$26.13 - $44.62 per hour

Schedule

Shift: Day Shift