Desktop Support Analyst - Senior

PIH Health Hospital; Whittier (CA); On-site; USD 69,000 - 118,000; Full time

Job summary

PIH Health Hospital is seeking a Senior Desktop Support Analyst to be the primary contact for internal users facing IT issues. You will resolve incidents, fulfill service requests, install software, and provision access while using runbooks and knowledge bases.

You will work in a healthcare environment, collaborating with staff and other analysts to maintain security and reliability of desktops, printers, and related devices.

Qualifications

• Provides desktop support in a healthcare clinic environment.
• Delegates tasks to other Support Analysts as needed.
• Maintains strong problem-solving and communication throughout incidents and requests.

Responsibilities

• Serve as first point of contact for end users with IT issues.
• Resolve incidents and service requests related to hardware, software, and networks.
• Install software, provision access, and fulfill service requests.
• Keep knowledge base current and improve runbooks as needed.

Skills

Desktop support

Healthcare environment

Communication

Problem solving

Hardware knowledge

Independent work

Security awareness

Documentation

Team delegation

English fluency

Education

Associate's Degree in CS/IT

7–10 years equivalent experience

Tools

None

Job description

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, 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.

Required Skills

• Experience with providing desktop support in a healthcare clinic environment for all system users.
• Has the 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.
• Experience assisting users and employees with information technology issues.
• Designs network solutions including security issues and related IT issues.
• Ability to stay up to date with latest technology trends
• Talking or hearing essential to communicate with patients and staff.
• Excellent communication skills; read, speaks, and writes English fluently.
• Bilingual skills preferred.

Required Experience

• 7 years to 10 years of experience in a desktop support role.
• Associate's Degree degree in Computer Science, Information Technology, or a related field, or 7 to 10 years of equivalent work experience will be accepted in lieu of the required degree or diploma.

Address
12401 Washington Blvd.
Salary
33.35-56.95
Shift
Days