The Role
Provide first-level technical support for users, handle helpline calls and tickets, escalate complex cases to Tier II/III, participate in on-call rotation, perform field support as needed, review system/network/security event logs, ensure SOX 404B and HIPAA compliance, and educate users on cybersecurity and device usage.
Summary Generated by Built In
The IT Support Analyst I position serves as the initial point of contact for technical support needs within the IT Department. This role is well-suited for individuals with up to 2 years of experience in medium to large-sized firms' IT Departments (300 users or more). While experience in the Healthcare Industry is preferred, it is not a mandatory requirement.
Our Values:
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 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're great for this role if:
- 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 demonstrates excellent interpersonal skills across all levels of the organization.
- You are eager to learn and pick up new technologies quickly.
- You are able to 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 at 600 City Parkway West 10th Floor, Orange, CA 92868
- The target pay range for this role is: $26 - $33/hr. Actual compensation will be determined based on geographic location (current or future), experience, and other job-related factors.
Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon 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 on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at [email protected] 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.
About
Astrana Health (NASDAQ: ASTH) is a physician-centric, technology-powered healthcare management company. We are building and operating a novel, integrated, value-based healthcare delivery platform to empower our physicians to provide the highest quality of end-to-end care for their patients in a cost-effective manner. Our mission is to combine our clinical experience, best-in-class delivery network, and technological expertise to improve patient outcomes, increase access to healthcare, and make the US healthcare system more efficient. Our platform currently empowers over 20,000 physicians to provide care for over 1.7 million patients nationwide. Our rapid growth and unique position at the intersection of all major healthcare stakeholders (payer, provider, and patient) gives us an unparalleled opportunity to combine clinical and technological expertise to improve patient outcomes, increase access to quality healthcare, and reduce the waste in the US healthcare system.
Skills Required
- Bachelor's degree in Computer Science or Information Systems OR 0-2 years of IT technical support experience
- Availability for after-hours on-call rotation and ability to provide remote on-call support
- Entry-level certifications in networking, infrastructure systems, and/or security
- Advanced skills with Microsoft Windows operating systems for endpoint computing
- Proficient troubleshooting of basic PC performance issues and adherence to device configuration protocols
- Strong technical speaking and writing skills; strong written and verbal communication in English
- Ability to work onsite 5 days a week at 600 City Parkway West, Orange, CA
- Knowledge of SOX 404B and HIPAA compliance requirements and ability to follow related policies
- Experience supporting medium to large-sized firms (300+ users) or healthcare industry experience
- Ability to provide field support and assist with scheduled and unscheduled emergency tasks
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The Company
What We Do
Astrana Health is a physician-centric, technology-powered healthcare company that operates an integrated delivery platform. It enables providers to participate in value-based care arrangements, helping them deliver accessible, high-quality, and cost-effective care to patients. The company provides care coordination services to patients, primary care physicians, specialists, and health plans, leveraging proprietary technology to streamline operations and improve patient outcomes across local communities.
