IT Support Analyst II

Job Title: IT Support Analyst II

Department: Information Technology

About the Role:

The IT Support Analyst II 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 (750 users or more). While experience in the Healthcare Industry is preferred, it is not a mandatory requirement.

What You'll Do:

• Provide prompt and effective second-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 the Tier III or Network Engineering-level support team.

• Provide 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 and II 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 and M365 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.

Who We Are:

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 10,000 physicians to provide care for ~1 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.

Our Values:

• Put Patients First

• Empower Entrepreneurial Provider and Care Teams

• Operate with Integrity & Excellence

• Be Innovative

• Work As One Team

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: $26.00 - $29.00 per hour. 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 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 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.