Service Desk Analyst II

Children's Hospital Los Angeles; Los Angeles (CA); A distancia; USD 66.000 - 87.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits package

Descripción de la vacante

Children's Hospital Los Angeles seeks a Service Desk Analyst II for a 100% remote role, requiring California residency before start. As the first point of contact, you will assist users with incidents and service requests across IT, software, hardware, and biomedical engineering, provisioning access, installing software, and resolving issues.

You will document processes, contribute to knowledge base accuracy, and help ensure service levels such as first-call resolution and customer satisfaction

Formación

• 3-5 years in a technical support or service desk role.
• Advanced knowledge of IT support and troubleshooting techniques.
• Familiarity with Windows/macOS and mobile platforms (iOS/Android).
• Experience with service desk ticketing systems and incident tracking.
• Knowledge of clinical applications and bio-medical engineering support.
• Excellent customer service and communication skills; proactive improvement mindset.
• Willingness to work flexible hours including evenings / weekends.

Responsabilidades

• Serve as first point of contact for internal customers with IT issues.
• Resolve incidents and fulfill service requests (access provisioning, software installs).
• Document processes, update knowledge base, and monitor first call resolution metrics.

Conocimientos

Technical support

3-5 years experience

Windows

macOS

iOS

Android

Service desk ticketing

Clinical applications

Remote support tools

Customer service

Communication skills

Problem solving

Documentation

Educación

Associate’s degree in Computer Science/IT

CompTIA A+

HDI certification

Herramientas

Ticketing systems

Knowledge Base tools

Remote support tools

Descripción del empleo

IS-SERVICE DESK SERVICES# Service Desk Analyst II1. Home2. Careers3. Job Listings4. Service Desk Analyst IILocations:: Los Angeles, CaliforniaJob Category:: Information TechnologyPosition Type:: Full-TimeShift:: Days### Job DescriptionJoin a team that's shaping the future of pediatric care. Children’s Hospital Los Angeles is consistently ranked among the top 10 children's hospitals in the nation, delivering world-class care through more than 350 specialized programs and services. Here, world-class experts in medicine, research, and education work together to deliver family-centered care to more than 155,000 patients each year. At CHLA, your work will help build brighter tomorrows for the children and families we serve.### Overview**\\*\\*This is 100% remote position. CHLA requires a primary residence in California prior to start date.\\*\\*****Schedule:** Days and Shift to vary based on department needs and will include rotational weekends.**Purpose Statement/Position Summary:** The Service Desk Analyst II 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, and Bio-Medical engineering requests; also support patients and families connecting to CHLA interactive devices and 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 some incidents. The Service Desk Analyst II role utilizes the existing CHLA Knowledge Base documentation wherever possible and conducts additional research. This role evaluates the accuracy of existing CHLA Knowledge Base documentation, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible. Additionally, this role is responsible for ensuring service levels map to department objectives, including first call resolution goals, customer satisfaction and quality of documentation assets.**Minimum Qualifications/Work Experience:****Required:*** 3-5 years of experience in a technical support or service desk role.* Advanced knowledge of IT support and troubleshooting techniques. Familiarity with various operating systems (e.g., Windows, macOS) and mobile device platforms (e.g., iOS, Android). Understanding of common software applications and hardware components. Experience with service desk ticketing systems and incident tracking. Knowledge of clinical applications and bio-medical engineering support. Experience with remote support tools and techniques.* Excellent customer service and communication skills. Strong problem-solving and analytical abilities. Ability to work effectively in a fast-paced environment. Professional attitude and strong interpersonal skills. Attention to detail and a proactive approach to continuous improvement.* Willingness to work flexible scheduled hours, including evenings, nights and weekends as needed.**Preferred:** * 5+ years of experience in a technical support or service desk role.* Experience in a healthcare or clinical environment.* Advanced knowledge of IT support and troubleshooting techniques. Familiarity with enterprise-level IT systems and infrastructure. Knowledge of bio-medical engineering requests and support.* Proven ability to document technical processes and support procedures.* Strong organizational skills and the ability to manage multiple tasks simultaneously.* Ability to stay updated with the latest technology trends and apply them to improve support services.* Experience in contributing to IT projects and initiatives.* Familiarity with creating and updating knowledge base articles and documentation.* Understanding of regulatory compliance requirements in a healthcare environment.* Experience in analyzing customer feedback and metrics to improve end-user experience.**Education/Licensure/Certifications:****Required:*** Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.* Relevant certifications such as CompTIA A+, HDI### Pay Scale Information**$65,520.00-$87,360.00**CHLA values the contribution each Team Member brings to our organization. Final determination of a successful candidate’s starting pay will vary based on a number of factors, including, but not limited to, education and experience within the job or the industry. The pay scale listed for this position is generally for candidates who meet the specified qualifications and requirements listed on this specific job description. Additional pay may be determined for those candidates who exceed these specified qualifications and requirements. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs.