Service Desk Analyst II

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. This role evaluates the accuracy of existing CHLA Knowledge Base documentation, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible.

Location/Org Data : Introduction:

Join a team that's shaping the future of pediatric care. Children’s Hospital Los Angeles is consistently ranked among the top 10 children's hospitals in the nation, delivering world-class care through more than 350 specialized programs and services. Here, world-class experts in medicine, research, and education work together to deliver family-centered care to more than 155,000 patients each year. At CHLA, your work will help build brighter tomorrows for the children and families we serve.

Overview:

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

 

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

 

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:
Required:

• 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:
Required:

• 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.

Pay Scale Information: CHLA values the contribution each Team Member brings to our organization. Final determination of a successful candidate’s starting pay will vary based on a number of factors, including, but not limited to, education and experience within the job or the industry. The pay scale listed for this position is generally for candidates who meet the specified qualifications and requirements listed on this specific job description. Additional pay may be determined for those candidates who exceed these specified qualifications and requirements. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Posting Range: USD $65,520.00 - USD $87,360.00 Location/Org Data : Closing:

CHLA is a leader in pediatric and adolescent health, in our community, across the nation, and around the world . As a premier Magnet®-recognized teaching hospital, CHLA offers an environment rooted in learning, collaboration, and compassionate care. . We are home to groundbreaking research, clinical innovation, and a culture that supports personal and professional growth.

Since 1932, CHLA has been affiliated with the Keck School of Medicine of the University of Southern California. Through this partnership and our own enduring mission, we remain committed to creating hope and building healthier futures.

Location/Org Data : EEO Explanation:

At Children’s Hospital Los Angeles, our work matters. And so do each and every one of our valued team members. We consider qualified applicants for all positions without regard to race, color, religion, creed, national origin, sex, gender identity, age, physical or mental disability, sexual orientation, marital status, veteran or military status, genetic information or any other legally protected basis under federal, state or local laws, regulations or ordinances. We will also consider for employment qualified applicants with criminal history, in a manner consistent with the requirements of state and local laws, including the LA City Fair Chance Ordinance and SF Fair Chance Ordinance.

Qualified Applicants with disabilities are entitled to reasonable accommodation under the California Fair Employment and Housing Act and the Americans with Disabilities Act. Please contact CHLA Human Resources if you need assistance completing the application process.

Our various experiences, perspectives and backgrounds allow us to better serve our patients and create a strong community at CHLA.