IT Support Analyst I

Department: Information Technology

Employment Type: Full Time

Location: 1668 S. Garfield Ave. 2nd Floor, Alhambra, CA 91801

Reporting To: Henry Du

Compensation: $26.00 - $32.00 / hour

Description

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

What You'll Do

• Provide prompt and effective first-level technical support for various IT incidents. 
• Collaborate with internal technical support and engineering teams on projects and support cases. 
• Handle incoming helpline calls and tickets, offering initial technical assistance before escalations. 
• Convey intricate cases and project tasks to Tier II and/or III support teams. 
• Offer field support in the absence of dedicated field support engineers. 
• Participate in a rotation to provide after-hours on-call support, a mandatory requirement for all Tier I staff. 
• Fulfill on-call duties by delivering remote assistance and support during the designated times. 
• Proactively review event logs related to systems, networking, and security, contributing to the support team's effectiveness. 
• Ensure compliance with SOX 404B and HIPAA rules and regulations as defined in policies. 
• Maintain open communication about any issues with scheduled maintenance tasks to IT Management. 
• Educate users on technologies, cybersecurity, and safeguarding company assets. 

Qualifications

• Bachelor’s degree in Computer Science or Information Systems, OR 0 – 2 years of IT Technical Support experience in medium to large-sized firms. 
• Entry-level certifications in networking, infrastructure systems, and/or security. 
• Strong technical speaking and writing skills. 

• You are proficient in troubleshooting basic PC performance issues and adhering to configuration protocols for user devices. 
• You have advanced skills in Microsoft Windows Operating Systems for endpoint computing. 
• You have strong written and verbal communication skills in English. 
• You thrive in a fast-paced healthcare environment with exceptional efficiency. 
• You are capable of self-initiating and contributing effectively to projects. 
• You demonstrate excellent interpersonal skills across all levels of the organization. 
• You are eager to learn and pick up new technologies quickly. 
• You can assist with scheduled and unscheduled tasks during emergency situations. 

Environmental Job Requirements and Working Conditions

• This position is required to be in office 5 days a week in our Alhambra, CA office (1668 S Garfield Ave, Alhambra, CA 91801). 
• The target pay range for this role is: $24.00 - $32.00 per hour. Actual compensation will be determined based on geographic location (current or future), experience, and other job-related factors.