Information Technology Support Analyst - Limited Term

IT Support Analyst

UCSF Health Medical Foundation is seeking an IT support analyst. This role is temporary but may become full time. Provides technical and administrative support to staff across UCSF Benioff Children's Physicians (UBCP) locations. Under the direction of the IT Director, supports day-to-day technology operations involving hardware, software, networks, telecommunications, business applications, information security, user access, and clinic technology infrastructure. Coordinates with internal IT teams, vendors, clinic staff, and operational leadership to resolve issues, support new clinic openings, and maintain reliable, secure technology services.

This position is based in Emeryville and requires regular travel to UBCP clinic locations throughout the East Bay and San Francisco.

Responsibilities:

• Provide responsive technical support to staff; troubleshoot and resolve issues involving computers, printers, peripherals, phones, software, network access, and business applications.
• Monitor and follow up on IT incident tickets; coordinate with appropriate internal support teams or vendors to ensure timely resolution and escalation of unresolved issues.
• Manage employee technology onboarding and offboarding activities, including account setup, access controls, equipment provisioning, retrieval, and documentation.
• Administer and maintain Microsoft 365 accounts, user access, distribution groups, and related end-user technology services.
• Manage moves, additions, changes, and replacements for desktop technology infrastructure, including computers, phones, printers, and peripherals.
• Maintain accurate technology asset inventories, equipment records, staff rosters, and user-access documentation.
• Identify recurring technical issues and develop clear training materials, job aids, and communications to improve staff knowledge and reduce repeat incidents.
• Support the planning, setup, and launch of new clinic locations, including documentation of technical and operational requirements; network and equipment layout; hardware deployment; and coordination with vendors.
• Participate in the implementation, testing, and adoption of new applications, technologies, and IT-related services for existing and new clinics.
• Coordinate with vendors regarding internet, telecommunications, printing, hardware, and other IT-related services.
• Monitor for information-security risks, support compliance with access-control requirements, and promptly escalate security concerns to IT leadership.
• Maintain and update website content as assigned.
• Provide professional, service-oriented support to staff with varying levels of technical knowledge.

Skills:

• Working knowledge of desktop and laptop computers, Windows operating systems, printers, peripherals, networks, VoIP/telecommunications systems, and standard business productivity applications.
• Knowledge of technology-support practices, incident tracking systems, user-access management, and hardware asset management.
• Ability to troubleshoot technical issues across multiple systems and identify the appropriate resources for resolution.
• Ability to document technical requirements, workflows, procedures, and support activities accurately and clearly.
• Ability to learn new systems, applications, technologies, and processes in a changing healthcare technology environment.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities with limited supervision.
• Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users in a clear, patient, and supportive manner.
• Ability to work effectively in a highly matrixed environment with internal IT teams, external vendors, clinic staff, and operational leaders.
• Ability to exercise sound judgment when handling confidential information, access requests, security concerns, and operational issues.
• Commitment to professionalism, teamwork, cultural sensitivity, service excellence, safety, and information security.

Education and Experience:

• High school diploma or equivalent required.
• Associate's or bachelor's degree in information technology, computer science, or a related field preferred; an equivalent combination of education, training, and relevant experience may be considered.

Experience:

• Minimum of five years of experience supporting a diverse IT environment, including computers, printers, peripherals, business applications, telecommunications, and network-related technologies.
• Experience supporting multiple work locations and coordinating with centralized IT teams and outside technology vendors preferred.
• Experience with Microsoft 365 administration, incident tracking systems, web content management systems, and IVR/ACD systems preferred.
• Healthcare industry experience preferred.
• Advanced proficiency with Microsoft Excel and Visio required.

Physical Requirements:

• Must be able to work in close quarters while setting up and troubleshooting technology equipment and lift up to 25 pounds.
• Requires regular travel to UBCP clinic locations, with up to 50% of work time spent away from the Emeryville office.
• Standard work hours are generally 8:00 a.m. to 5:00 p.m.; occasional evening, weekend, and after-hours work may be required to support clinic operations and technology implementations.
• This role requires regular onsite presence and the ability to respond to in-person technology needs with limited notice.