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SalaryLocation/Org Data : Introduction:
Here world-class experts in medicine, education and research work together to deliver family-centered care half a million times each year. From primary to complex critical care, more than 350 programs and services are offered, each one specially designed for children.
The CHLA of the future is brighter than can be imagined. Investments in technology, research and innovation will create care that is personal, convenient and empowering. Our scientists will work with clinical experts to take laboratory discoveries and create treatments that are a perfect match for every patient. And together, CHLA team members will turn health care into health transformation.
Join a hospital where the work you do will matter—to you, to your colleagues, and above all, to our patients and families. The work will be challenging, but always rewarding.
It’s Work That Matters. Overview:
Schedule: Must be flexible to work varied schedules, weekends, holidays and dependent on business needs.
Purpose Statement/Position Summary: The Service Desk Analyst II provides first level contact, support, and resolution to CHLA workforce users who contact the team with incidents and service requests related to IT support, systems, hardware, software, and BioMedical engineering requests; also support patients and families connecting to CHLA interactive devices and a variety of other requests. The support includes triaging, prioritizing, researching and resolving simple to complex incidents or service requests which if left unresolved, could affect patient care or revenue.
Minimum Qualifications/Work Experience: 2- 4+ years of experience in the Information Technology (IT) discipline and/or Customer Service Call center. 2-3 years exp. having overseen, coordinated and /or participated in medium to large projects. Experience with ITIL-based incident and problem management processes including escalation based on incident urgency, impact, and associated priority. Experience with Microsoft 365 and Citrix/Virtual Desktop required. Experience with Mac and iOS/Andrioid highly preferred.
Skills Required:
Education/Licensure/Certification: Bachelor's Degree in a Computer Science or related field required. Technical certification in hardware, Windows/Apple Operating systems and Customer Service preferred. HDI Support Center Analyst and ITIL Certification preferred. 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 that meet the specified qualifications and requirements listed on this specific job description. Additional pay may be determined for those candidates that 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. CHLA looks forward to introducing you to our world-class organization where we create hope and build healthier futures. Location/Org Data : Closing:
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.
Diversity inspires innovation. Our experiences, perspectives and backgrounds allow us to better serve our patients and create a strong community at CHLA.
NATIONAL LEADERS IN PEDIATRIC CARE
Ranked among the top 10 pediatric hospitals in the nation, Children’s Hospital Los Angeles (CHLA) provides the best care for kids in California.
Ranked among the top 10 pediatric hospitals in the nation, Children’s Hospital Los Angeles (CHLA) provides the best care for kids in California.
Here world-class experts in medicine, education and research work together to deliver family-centered care half a million times each year. From primary to complex critical care, more than 350 programs and services are offered, each one specially designed for children.
The CHLA of the future is brighter than can be imagined. Investments in technology, research and innovation will create care that is personal, convenient and empowering. Our scientists will work with clinical experts to take laboratory discoveries and create treatments that are a perfect match for every patient. And together, CHLA team members will turn health care into health transformation.
Join a hospital where the work you do will matter—to you, to your colleagues, and above all, to our patients and families. The work will be challenging, but always rewarding.
It’s Work That Matters.
**This is a Remote position. Candidates must reside in CA.**
Schedule: Must be flexible to work varied schedules, weekends, holidays and dependent on business needs.
Purpose Statement/Position Summary: The Service Desk Analyst II provides first level contact, support, and resolution to CHLA workforce users who contact the team with incidents and service requests related to IT support, systems, hardware, software, and BioMedical engineering requests; also support patients and families connecting to CHLA interactive devices and a variety of other requests. The support includes triaging, prioritizing, researching and resolving simple to complex incidents or service requests which if left unresolved, could affect patient care or revenue.
Minimum Qualifications/Work Experience: 2- 4+ years of experience in the Information Technology (IT) discipline and/or Customer Service Call center. 2-3 years exp. having overseen, coordinated and /or participated in medium to large projects. Experience with ITIL-based incident and problem management processes including escalation based on incident urgency, impact, and associated priority. Experience with Microsoft 365 and Citrix/Virtual Desktop required. Experience with Mac and iOS/Andrioid highly preferred.
Skills Required:
- Good problem solving, communication, results oriented, team oriented and customer service skills.
- Excellent analytical, written, and verbal communication skills are a must. Strong communication skills; must clearly be able to communicate business/technical issues, and resolutions to customers/clients, other departments and senior management.
- Excellent customer service skills.
- Excellent written and oral communication skills are a must.
- Windows OS (7, 8, 10) and Apple OS's troubleshooting experience.
- Experience troubleshooting Citrix and VPN Platforms
- Knowledge of system monitoring tools like Solarwinds, SCCM, SCOM, etc.
- Strong troubleshooting and time management skills
- Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction or supervision.
- Must be able to work independently and make sound business decisions.
- Excellent initiative, work ethic and creativity.
- Ability to be flexible to the rapidly changing needs of the department and company.
- Positive and team-oriented attitude.
- Ability to meet deadlines and work well under pressure.
- Knowledge of LAN/WAN networking, workstations, operating systems, and applications.
- Working knowledge of Active Directory/NT account administration.
- Working knowledge of call tracking applications.
- Understanding of ITIL preferred.
Education/Licensure/Certification: Bachelor's Degree in a Computer Science or related field required. Technical certification in hardware, Windows/Apple Operating systems and Customer Service preferred. HDI Support Center Analyst and ITIL Certification preferred.
Children's Hospital Los Angeles (CHLA) is a leader in pediatric and adolescent health both here and across the globe. As a premier Magnet teaching hospital, you’ll find an environment that’s alive with learning, rooted in care and compassion, and home to thought leadership and unwavering support. CHLA is dedicated to creating hope and building healthier futures – for our patients, as well as for you and your career!
CHLA has been affiliated with the Keck School of Medicine of the University of Southern California since 1932.
At Children’s Hospital Los Angeles, our work matters. And so do each and every one of our valued team members. CHLA is an Equal Employment Opportunity employer. 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.
CHLA has been affiliated with the Keck School of Medicine of the University of Southern California since 1932.
At Children’s Hospital Los Angeles, our work matters. And so do each and every one of our valued team members. CHLA is an Equal Employment Opportunity employer. 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.
Diversity inspires innovation. Our experiences, perspectives and backgrounds allow us to better serve our patients and create a strong community at CHLA.
