Healthcare IT Support Analyst II | Onsite Tier 2 Support

Foothill Regional Medical Center; Tustin (CA); On-site; USD 37,000 - 51,000; Full time

Job summary

Astrana Health in Tustin, CA is seeking an IT Support Analyst II to be the frontline for end-user tech issues across hardware, software, and network domains. The role supports 750+ users in a medical environment and requires strong customer service and problem-solving skills.

You will handle incident escalation, contribute to IT projects, and participate in after-hours on-call rotations, all while maintaining HIPAA-compliant operations.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or 2–4 years IT support experience.
• Certifications preferred: CompTIA A+, Network+, Microsoft 365, MD-102 or equivalent.
• Strong understanding of Windows OS (10/11), Microsoft 365, and Active Directory.
• Experience with ticketing systems, remote tools, and endpoint management platforms.
• Familiarity with ITIL-based service delivery frameworks is a plus.
• Excellent documentation, organizational, and communication skills.

Responsibilities

• Provide advanced Tier 2 technical support to end users via phone, email, remote tools, and in-person as required.
• Diagnose, troubleshoot, and resolve complex hardware, software, application, and network issues with minimal downtime.
• Own escalated incidents from Level 1 through resolution and document updates, escalate to Tier 3 when needed.
• Deliver on-site and field support in clinics, hospitals, or admin locations, especially when engineers are unavailable.
• Perform root cause analysis and implement corrective actions to prevent recurrence.
• Participate in after-hours on-call rotations and support critical systems during outages.
• Assist in planning and implementing IT infrastructure projects, upgrades, patches, and deployments.
• Contribute to monthly server maintenance and routine IT operations tasks.
• Develop and maintain technical documentation, knowledge bases, and SOPs.
• Provide guidance and training to Level 1 staff to improve service quality.
• Ensure HIPAA compliance and secure handling of sensitive data.

Skills

Customer service

Troubleshooting

Documentation

Communication

HIPAA awareness

Education

Bachelor’s degree in Computer Science or related field

2–4 years IT support experience

Tools

Ticketing systems

Remote support tools

Endpoint management platforms

Job description

Astrana Health in Tustin, CA is seeking an IT Support Analyst II to be the frontline for end-user tech issues across hardware, software, and network domains. The role supports 750+ users in a medical environment and requires strong customer service and problem-solving skills.

You will handle incident escalation, contribute to IT projects, and participate in after-hours on-call rotations, all while maintaining HIPAA-compliant operations.