The Role
Provides Tier 2 technical support for clinical and administrative users across hardware, software, applications, networks, and systems. Resolves escalated incidents, performs root cause analysis, supports infrastructure projects and maintenance, creates technical documentation, mentors Level 1 staff, and participates in on-call rotations. The role requires onsite support in healthcare environments and compliance with HIPAA, security standards, and change-management procedures.
Summary Generated by Built In
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
What You'll Do
- 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.
Qualifications
- 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
Environmental Job Requirements and Working Conditions
- 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 [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, Information Systems, or a related field, or 2–4 years of IT technical support experience in medium to large-scale environments
- Experience supporting medium to large enterprise environments with 750 or more users
- Strong understanding of Windows 10/11
- Strong understanding of Microsoft 365
- Strong understanding of Active Directory
- Experience with ticketing systems, remote support tools, and endpoint management platforms
- Excellent documentation, organizational, and communication skills
- CompTIA A+, Network+, Microsoft 365, MD-102, or equivalent industry certification
- Familiarity with ITIL-based service delivery frameworks
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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.
