IT Support Analyst II
About The Position
The IT Support Analyst II serves as the first point of contact for end-user technical support, delivering timely solutions for hardware, software, network, and system issues. The role supports a medium to large enterprise environment with 750+ users and requires at least two years of IT experience. The analyst provides advanced Tier 2 support, troubleshoots issues, escalates complex problems, and helps maintain reliable technology systems across clinical and administrative settings in a regulated healthcare environment. The position is based onsite at the hospital in Tustin, California, with on-site work expected weekly. It includes after-hours, night, and weekend on-call rotations, as well as participation in monthly server maintenance and scheduled IT operations. The analyst also supports infrastructure projects, system upgrades, patches, and technology deployments; maintains operational documentation; and provides guidance to Level 1 support staff. The role requires compliance with healthcare regulations and security policies, including HIPAA, and a professional, empathetic approach to end-user service.
Requirements
- 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.
- Strong understanding of Windows 10/11, Microsoft 365, and Active Directory.
- Experience with ticketing systems, remote support tools, and endpoint management platforms.
- Excellent documentation, organizational, and communication skills.
Nice To Haves
- CompTIA A+, Network+, Microsoft 365, MD-102, or equivalent industry certifications are preferred.
- Familiarity with ITIL-based service delivery frameworks is a plus.
Responsibilities
- Provide advanced Tier 2 technical support to clinical and non-clinical end users by phone, email, remote support tools, and in person.
- Diagnose and resolve complex hardware, software, application, and network issues while minimizing downtime and supporting continuity of patient care.
- Own escalated incidents from Level 1 through resolution, documenting work, providing updates, and escalating to Tier 3 or vendor support when needed.
- Provide on-site and field support in clinics, hospitals, and administrative locations, especially when on-site engineers are unavailable or during critical events.
- Analyze root causes of recurring or high-impact incidents and implement corrective actions.
- Participate in after-hours, night, and weekend on-call rotations, providing remote or on-site support for critical systems and outages.
- Assist with planning and execution of infrastructure projects, system upgrades, patches, and new technology deployments.
- Participate in monthly server maintenance and scheduled IT operations, following change management and downtime procedures.
- Develop and maintain technical documentation, knowledge base articles, and standard operating procedures.
- Guide, mentor, and informally train Level 1 support staff.
- Follow healthcare regulations, security standards, and organizational policies, including HIPAA, when handling systems and sensitive data.
- Deliver professional, discreet, empathetic customer service to clinical and administrative teams.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
