Desktop Support Analyst - Senior

PIH Health; Whittier, Northern (CA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

PIH Health is seeking a Senior Desktop Support Analyst to serve as the first point of contact for internal customers facing technical issues, handling incidents and service requests across IT support, systems, hardware and software.

You will utilize the knowledge base, perform additional research, and contribute to runbooks and documentation to improve support quality and accessibility for users and IT staff.

Qualifications

• Experience in IT help desk or desktop support.
• Strong written and verbal communication skills.
• Ability to research and document resolutions.

Responsibilities

• Serve as the first point of contact for internal customers with technical issues.
• Assist with incidents and service requests related to IT support, systems, hardware and software.
• Review knowledge base, update runbooks, and document solutions for future use.

Skills

Customer support

Problem solving

Documentation

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.