Service Desk Analyst II

This is 100% remote position. CHLA requires a primary residence in California prior to start date.** This is 100% remote position. CHLA requires a primary residence in California prior to start date.** Schedule: Days and Shift to vary based on department needs and will include rotational weekends. Purpose Statement/Position Summary: The Service Desk Analyst II role is the first point of contact for internal customers facing technical issues. This role assists users who contact the Service Desk with incidents and service requests related to IT support, systems, hardware, software, and Bio-Medical engineering requests; also support patients and families connecting to CHLA interactive devices and a variety of other requests. In addition, the role is expected to directly fulfill service requests, including but not limited to provisioning access, installing software and services, and resolve some incidents. The Service Desk Analyst II role utilizes the existing CHLA Knowledge Base documentation wherever possible and conducts additional research. This role evaluates the accuracy of existing CHLA Knowledge Base documentation, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible. Additionally, this role is responsible for ensuring service levels map to department objectives, including first call resolution goals, customer satisfaction and quality of documentation assets. Minimum Qualifications/Work Experience: 3-5 years of experience in a technical support or service desk role. Advanced knowledge of IT support and troubleshooting techniques. Familiarity with various operating systems (e.g., Windows, macOS) and mobile device platforms (e.g., iOS, 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 with remote support tools and techniques. Excellent customer service and communication skills. Strong problem-solving and analytical abilities. Ability to work effectively in a fast-paced environment. Professional attitude and strong interpersonal skills. Attention to detail and a proactive approach to continuous improvement. Willingness to work flexible scheduled hours, including evenings, nights and weekends as needed. Preferred: 5+ years of experience in a technical support or service desk role. Experience in a healthcare or clinical environment. Advanced knowledge of IT support and troubleshooting techniques. Familiarity 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 the ability to manage multiple tasks simultaneously. Ability to stay updated with the latest technology trends and apply them to improve support services. Experience in 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 in analyzing customer feedback and metrics to improve end-user experience. Education/Licensure/Certifications Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. Relevant certifications such as CompTIA A+, HDI #J-18808-Ljbffr