IT Support Analyst II

Foothill Regional Medical Center is hiring an IT Support Analyst II to serve as a key point of contact for end-user technology issues in a healthcare environment. This onsite role supports 750+ users and focuses on resolving hardware, software, network, and system incidents with an emphasis on minimizing downtime and maintaining reliable operations.

Role overview

As a Tier 2 resource, you will troubleshoot complex problems affecting clinical and non-clinical teams, manage escalations from Level 1 through resolution, and support ongoing improvements through root cause analysis. You will also assist with infrastructure work such as upgrades, patches, deployments, and scheduled server maintenance while following change management and downtime procedures.

Responsibilities

• Provide advanced Tier 2 technical support to end users via phone, email, remote support tools, and in-person assistance as needed.
• Diagnose, troubleshoot, and resolve complex hardware, software, application, and network issues to help ensure continuity of patient care.
• Own escalated incidents from Level 1 support through resolution, including accurate documentation, timely status updates, and escalation to Tier 3 or specialized vendors when required.
• Deliver on-site and field support in clinics, hospitals, or administrative locations, especially when on-site engineers are unavailable or during critical events.
• Conduct root cause analysis for recurring or high-impact incidents and implement corrective actions to prevent future occurrences.
• Participate in after-hours, night, and weekend on-call rotations, supporting critical systems and outages either remotely or on-site.
• Assist with IT infrastructure planning and execution, including system upgrades, patches, and new technology deployments in a regulated healthcare setting.
• Support monthly server maintenance and scheduled IT operations tasks while following change management and downtime procedures.
• Develop, maintain, and improve technical documentation, knowledge base articles, and standard operating procedures.
• 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.
• Deliver high-quality customer service with professionalism, discretion, and empathy across clinical and administrative teams.

Required 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.
• Strong understanding of Windows OS (10/11), Microsoft 365, and Active Directory.
• Experience with ticketing systems, remote support tools, and endpoint management platforms.
• Excellent documentation, organizational, and communication skills.

Preferred certifications and skills

• Industry certifications preferred: CompTIA A+, Network+, Microsoft 365, MD-102, or equivalent.
• Familiarity with ITIL-based service delivery frameworks is a plus.

Technologies

• Windows OS (10/11), Microsoft 365, Active Directory
• HIPAA
• CompTIA A+, Network+
• MD-102
• ITIL-based service delivery frameworks

Values and work location

Foothill Regional Medical Center emphasizes putting patients first, empowering care teams, operating with integrity and excellence, staying innovative, and working as one team. The role follows an in-person weekly onsite structure at 14662 Newport Ave, Tustin, CA 92780.

Compensation and schedule

The hourly pay range for this position is USD 28 - 36 per hour, with a total compensation target pay range of $57.74 - $74.11 as the national target range for this role.