Provide prompt and effective first-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 Tier II and/or III support teams.
Offer 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 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.

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 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 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 are able to assist with scheduled and unscheduled tasks during emergency situations.

Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis. The office is located at 1301 Atwood Avenue, Suite 206N, Johnston, RI 02919.
Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at humanresourcesdept@astranahealth.com to request an accommodation.

IT Support Analyst

Key skills