Desktop Support Analyst - Senior

About the role

The Desktop Support Analyst - Senior 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, and software, and supports a variety of other requests. The role directly fulfills service requests, including provisioning access, installing software and services, and resolving incidents. The Desktop Support Analyst utilizes existing knowledge base documentation, conducts additional research, evaluates the accuracy of existing runbooks, suggests corrections, identifies knowledge gaps, and provides additional documentation.

PIH Health is a nonprofit, regional healthcare network serving approximately 3 million residents in Los Angeles County, Orange County, and the San Gabriel Valley region. The network includes PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical group, home healthcare services, hospice care, and specialized services in 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.

Responsibilities

• Provide desktop support in a healthcare clinic environment for all system users.
• Delegate tasks to other Support Analysts as necessary.
• Respond to technical problems with speed and professionalism.
• Manage PC hardware, including laptops, desktops, and printers.
• Work independently and manage projects with minimal supervision.
• Demonstrate strong problem-solving skills and sound judgment.
• Communicate effectively both verbally and in writing.
• Foster a culture of security awareness.
• Assist users and employees with information technology issues.
• Design network solutions, including addressing security and related IT issues.
• Stay up to date with the latest technology trends.
• Utilize and contribute to knowledge base documentation, including evaluating, correcting, and creating runbooks.

Requirements

• 7 to 10 years of experience in a desktop support role.
• Associate’s Degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Working knowledge of PC hardware, including laptops, desktops, and printers.
• Ability to communicate well both verbally and in writing.
• Strong problem-solving skills and sound judgment.
• Ability to work independently and manage projects with little supervision.
• Excellent communication skills; fluency in reading, speaking, and writing English.
• Talking or hearing essential to communicate with patients and staff.

Bilingual skills are preferred.

Pay

$33.35–$56.95 per hour

Schedule

Day shift

Location: 12401 Washington Blvd.