Skills
Help desk
Troubleshooting
Customer service
Office 365
Active Directory
ServiceNow
Windows 11
Printer support
Phone support
About the Role
Join our team as a Service Desk Analyst, providing front-line Level 1 IT support for an enterprise environment that includes multiple hospital networks and a corporate office. You’ll be the first point of contact for end users, helping to resolve issues, route requests, and ensure service levels are met.
Responsibilities
- Monitor and respond to Service Desk phone, email queues, and auto-triggered request queues during assigned shifts.
- Provide timely, professional support and customer service to end users across the enterprise.
- Investigate, troubleshoot, and resolve incidents, problems, and service requests.
- Promote, document, and escalate action items as needed to ensure proper resolution.
- Maintain real-time coverage to meet and exceed service level expectations.
Requirements
- Experience delivering help desk or service desk support (Level 1 preferred).
- Strong troubleshooting skills and comfort supporting common workplace technologies.
- Customer service mindset with the ability to communicate clearly with users.
- Working knowledge of Office 365 and Active Directory.
- Experience supporting printers and Windows 11 environments.
- ServiceNow experience is preferred.
Benefits
- Opportunity to support mission-critical IT services across healthcare networks.
- Collaborative team environment focused on service quality and user satisfaction.
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