Service Desk Analyst II

This Service Desk Analyst II role is the first point of contact for internal users and provides IT incident and service request support, including knowledge base improvement and service level alignment.

Responsibilities

• Provide first-line support for incidents and service requests related to IT support, systems, hardware, software, and bio-medical engineering requests.
• Support patients and families with connections to CHLA interactive devices and other request types.
• Directly fulfill service requests, including provisioning access and installing software and services, and resolve some incidents.
• Use existing CHLA Knowledge Base documentation when possible, and conduct additional research as needed.
• Review knowledge base content for accuracy, recommend corrections, identify knowledge gaps, and create additional documentation where possible.
• Help ensure support service levels map to department objectives, including first call resolution, customer satisfaction, and quality of documentation assets.

Requirements

• 3-5 years of experience in a technical support or service desk role.
• Advanced knowledge of IT support and troubleshooting techniques.
• Familiarity with operating systems such as Windows and macOS, plus mobile platforms including iOS and Android.
• Understanding of common software applications and hardware components.
• Experience with service desk ticketing systems and incident tracking.
• Knowledge of clinical applications and bio-medical engineering support.
• Experience using remote support tools and remote support techniques.
• Strong customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work effectively in a fast-paced environment.
• Professional attitude with strong interpersonal skills.
• High attention to detail with a proactive approach to continuous improvement.
• Ability to work flexible scheduled hours, including evenings, nights, and weekends as needed.
• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Relevant certifications such as CompTIA A+, HDI< ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.

Technologies

• Windows, macOS, iOS, Android
• Service desk ticketing systems
• Incident tracking

Schedule

• Varied days including weekdays, weeknights, weekends, and holidays depending on department needs
• Day Shift

Remote Requirements

• This is a 100% remote position.
• CHLA requires a primary residence in California prior to the start date.

Pay

• Posting Range: USD $65,520.00 - USD $87,360.00
• Annual salary range: USD 65,520 - 87,360

Minimum Qualifications / Work Experience

• Required: 3-5 years of experience in a technical support or service desk role.

Preferred

• 5+ years of experience in a technical support or service desk role.
• Experience in a healthcare or clinical environment.
• Experience with enterprise-level IT systems and infrastructure.
• Knowledge of bio-medical engineering requests and support.
• Proven ability to document technical processes and support procedures.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Ability to stay updated on technology trends and apply them to improve support services.
• Experience contributing to IT projects and initiatives.
• Familiarity with creating and updating knowledge base articles and documentation.
• Understanding of regulatory compliance requirements in a healthcare environment.
• Experience analyzing customer feedback and metrics to improve end-user experience.

Location

• Los Angeles, CA (remote)

Summary

• First point of contact for internal customers with IT-related incidents and service requests.
• Supports users, patients, and families; fulfills requests and resolves some incidents.
• Evaluates and improves CHLA Knowledge Base documentation while meeting service level goals.