IT Support Analyst I

Summary

Astrana Health is a physician-centric, technology-powered healthcare management company, and they are seeking an IT Support Analyst I to serve as the initial point of contact for technical support needs within the IT Department. This role involves providing first-level technical support, collaborating with internal teams, and ensuring compliance with regulations while educating users on technology and cybersecurity.

Responsibilities

• 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

Skills

• 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
• Proficient in troubleshooting basic PC performance issues and adhering to configuration protocols for user devices
• Advanced skills in Microsoft Windows Operating Systems for endpoint computing
• Strong written and verbal communication skills in English
• Thrives in a fast-paced healthcare environment with exceptional efficiency
• Capable of self-initiating and contributing effectively to projects
• Demonstrates excellent interpersonal skills across all levels of the organization
• Eager to learn and pick up new technologies quickly
• Able to assist with scheduled and unscheduled tasks during emergency situations
• Experience in the Healthcare Industry

Qualifications

Must Haves

• 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
• Proficient in troubleshooting basic PC performance issues and adhering to configuration protocols for user devices
• Advanced skills in Microsoft Windows Operating Systems for endpoint computing
• Strong written and verbal communication skills in English
• Thrives in a fast-paced healthcare environment with exceptional efficiency
• Capable of self-initiating and contributing effectively to projects
• Demonstrates excellent interpersonal skills across all levels of the organization
• Eager to learn and pick up new technologies quickly
• Able to assist with scheduled and unscheduled tasks during emergency situations

Nice to Haves

• Experience in the Healthcare Industry