IT Support Analyst II
Posted
Summary
Tier 2 IT support analyst and first point of contact for end users (750+ users) at a healthcare company: troubleshoots and resolves hardware, software, application, and network issues on Windows 10/11, Microsoft 365, and Active Directory, handles escalated incidents, provides on-site clinic support and on-call coverage, and mentors Level 1 staff. Onsite in Tustin, CA.
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, escalate complex problems as needed, and help ensure the reliable operation of critical technology systems across the organization.
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, escalate 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
- 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.
- 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
- 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 Affirmative 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 humanresourcesdept@astranahealth.com 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.