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Role Description

We are seeking a Service Desk Analyst to provide Level 1 IT support for a large enterprise environment that includes multiple healthcare facilities and corporate offices. This role serves as the first point of contact for technical support, assisting users with IT-related issues and service requests while ensuring timely resolution and adherence to service level agreements (SLAs).

• Serve as the first point of contact for end users via phone, email, and ticketing systems.
• Monitor and respond to service desk queues, including phone calls, email messages, and automated requests.
• Manage Level 1 and Level 1.5 incidents and service requests from initial report through resolution.
• Provide timely troubleshooting and technical support for users across the organization.
• Receive, prioritize, document, and resolve user support requests.
• Track and manage incident tickets to ensure resolution within established SLAs.
• Escalate complex issues to appropriate support teams when necessary.
• Follow escalation and paging procedures to ensure service levels are maintained.
• Provide support for common IT issues including:
• Password resets
• Microsoft Office applications
• Windows operating systems
• Basic workstation troubleshooting
• Assist users with software access, configuration, and system usage questions.
• Deliver excellent customer service and maintain a positive support experience for end users.
• Provide clear updates and communication regarding issue status and resolution timelines.
• Maintain a single point of contact for service desk activities and support requests.
• Contribute to the continuous improvement of service desk processes.
• Maintain familiarity with service desk tools and monitoring systems, including ticketing and performance monitoring platforms.
• Participate in special projects and additional assignments as required.

Qualifications

• Experience working with Service Desk or IT Support environments.
• Knowledge of ticketing systems (such as ServiceNow or similar platforms).
• Familiarity with Windows OS and Microsoft Office applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to work independently and within a fast-paced team environment.

Requirements

• This is a fully remote position.
• Candidates must provide their own IT equipment, including:
• Desktop or laptop
• Monitor
• Headset
• Reliable high-speed internet connection
• Minimum 1 year of experience in an IT support, service desk, or technical support role within a business, healthcare, government, educational, or non-profit organization.
• Familiarity with EDP applications and data processing environments preferred.

Education Requirements

• One of the following is required:
• Bachelor’s Degree from an accredited college or university in a related field, plus one year of relevant experience, OR
• Master’s Degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field, OR
• Equivalent combination of education, training, and professional experience.