Desktop Support Analyst - Associate

PIH Health; Whittier (CA); On-site; USD 45,000 - 70,000; Full time

Job summary

PIH Health is seeking a Desktop Support Analyst in Whittier, CA to serve as the first point of contact for internal users facing technical issues. You will triage incidents and service requests, help with hardware and software problems, and guide users through solutions.

You will leverage the knowledge base, follow runbooks, document gaps, and contribute to improving support processes. Strong communication and problem-solving skills are essential in this role within a nonprofit regional

Responsibilities

• Serve as the first point of contact for internal users with incidents and service requests related to IT support.
• Assist users with hardware and software issues, provisioning access, and installing software and services.
• Evaluate knowledge base accuracy, suggest corrections, and document gaps for improved runbooks.

Job description

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. In addition, the role is expected to directly fulfill service requests, including but not limited to provisioning access, installing software and services, and resolve incidents. The Desktop support analyst utilizes the existing knowledge base documentation wherever possible and conducts additional research. This role evaluates the accuracy of existing runbooks, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible.

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. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.