IT Support Analyst II

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

IT Support Analyst II

Department: Information Technology

Employment Type: Full Time

Location: 14662 Newport Ave, Tustin, CA 92780 (\"HOSPITAL\")

Reporting To: Araceli Lonergan

Compensation: $28.00 - $36.00 / hour

Description

About the Role
The IT Support Analyst II serves as the first point of contact for end-user technical support, delivering timely and effective solutions to hardware, software, network, and system-related issues. This role is ideal for an IT professional with at least two years of experience and knowledge in a medium to large enterprise environment supporting 750+ users. The successful candidate will provide exceptional customer service, troubleshoot technical issues, elevate complex problems as needed, and help ensure the reliable operation of critical technology systems across the organization.

Our Values:

• Put Patients First
• Empower Entrepreneurial Provider and Care Teams
• Operate with Integrity & Excellence
• Be Innovative
• Work As One Team

What You\'ll Do

• Provide advanced Tier 2 technical support to clinical and non-clinical end users via phone, email, remote support tools, and in-person assistance as required.
• Diagnose, troubleshooting, and resolve complex hardware, software, application, and network issues while minimizing downtime and ensuring continuity of patient care.
• Own escalated incidents from Level 1 support through resolution, ensuring accurate documentation, timely updates, and appropriate escalation to Tier 3 or specialized vendor support when necessary.
• Deliver on-site and field support in clinics, hospitals, or administrative locations, particularly in the absence of on-site engineers or during critical events.
• Perform root cause analysis on recurring or high-impact incidents and implement corrective actions to prevent future occurrences.
• Participate in after-hours, night, and weekend on-call rotations, providing remote or on-site support for critical systems and outages.
• Assist in the planning, implementation, and execution of IT infrastructure projects, system upgrades, patches, and new technology deployments within a regulated healthcare environment.
• Contribute to and participate in monthly server maintenance and scheduled IT operations tasks, following change management and downtime procedures.
• Develop, maintain, and improve technical documentation, knowledge base articles, and standard operating procedures to support operational consistency and knowledge sharing.
• Provide guidance, mentoring, and informal training to Level 1 support staff to improve service quality and technical proficiency.
• Ensure compliance with healthcare regulations, security standards, and organizational policies, including HIPAA, when handling systems and sensitive data.
• Consistently deliver high-quality customer service with professionalism, discretion, and empathy, promoting a positive end-user experience across clinical and administrative teams.
• Provide guidance, mentoring, and informal training to Level 1 support staff to improve service quality and technical proficiency.
• Ensure compliance with healthcare regulations, security standards, and organizational policies, including HIPAA, when handling systems and sensitive data.
• Consistently deliver high-quality customer service with professionalism, discretion, and empathy, promoting a positive end-user experience across clinical and administrative teams.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field; OR
  At least 2–4 years of experience and knowledge in IT technical support in medium to large-scale environments.
• Industry 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 support tools, and endpoint management platforms.
• Familiarity with ITIL-based service delivery frameworks is a plus.
• Excellent documentation, organizational, and communication skills

Environmental Job Requirements and Working Conditions

• Our organization follows an in person work structure where the expectation is to work onsite on a weekly basis. The hospital is located at 14662 Newport Ave, Tustin, CA 92780.
• The total compensation target pay range for this role is $57.74 - $74.11. The salary range represents our national target range for this role.

Astrana Health is proud to be an Equal Employment Opportunity and Affineative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at [e-mail] to request an accommodation.

Additional Information:

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.