IT Support Analyst II

4 weeks ago

Alhambra, United States ApolloMed Full time

About the Role

: The IT Support Analyst II position serves as the initial point of contact for technical support needs within the IT Department. This role is well-suited for individuals with up to 2 years of experience in medium to large-sized firms' IT Departments (750 users or more). While experience in the Healthcare Industry is preferred, it is not a mandatory requirement. What You’ll Do:   Provide prompt and effective second-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 the Tier III or Network Engineering-level support team. Provide 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 and II 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.   Qualifications:   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.   You're great for this role if:   You are proficient in troubleshooting basic PC performance issues and adhering to configuration protocols for user devices. You have advanced skills in Microsoft Windows Operating Systems and M365 for endpoint computing. You have strong written and verbal communication skills in English. You thrive in a fast-paced healthcare environment with exceptional efficiency. You are capable of self-initiating and contributing effectively to projects. You demonstrate excellent interpersonal skills across all levels of the organization. You are eager to learn and pick up new technologies quickly. You can assist with scheduled and unscheduled tasks during emergency situations.

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