Technical Desk Analyst, WEEKENDS + Weekdays Remote - NM, TX, AZ only

Service Desk Analyst

Make a Difference with Every Call

Are you passionate about technology and love helping people solve problems? At UnityBPO, we empower healthcare professionals by ensuring their technology works seamlessly—so they can focus on what really matters: patient care.

UnityBPO is a leading healthcare IT company dedicated to supporting front-line healthcare workers and their patients. From our headquarters in Albuquerque, NM, we serve clients across the country with a remote team based in New Mexico, Texas, and Arizona.

Our culture is built on respect, honesty, and growth. We provide ongoing training, support your pursuit of certifications, and offer real opportunities for career development—all while making a meaningful difference in healthcare every day.

As a Service Desk Analyst, you'll be a vital part of our support team, helping clinicians, administrative staff, and healthcare providers resolve technical issues efficiently and empathetically. You'll be the first line of support for our clients, delivering exceptional service that directly impacts patient outcomes.

What You'll Do

• Provide first-level technical support for hardware and software problems (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.).
• Support multiple clients
• Identify and document customer issues clearly and accurately
• Escalate unresolved tickets to appropriate internal teams as needed
• Accurately assign ticket urgency and impact following ITIL best practices
• Assist clinicians—including doctors, nurses, and therapists—with EHR usability
• Deliver outstanding customer service through clear communication, patience, and empathy
• Provide offline assistance
• Performs other duties as assigned to support team and business objectives

Requirements

Requirements and Preferences

• High School diploma or GED (or equivalent experience)
• Must have hard wired connection to router.
• Reliable high-speed internet connection required; satellite internet is not supported due to latency and stability limitations
• Previous experience in a customer service or technical support role
• Basic knowledge of PC operations and desktop applications
• Strong verbal and written communication skills
• Ability to multitask and problem-solve in a fast-paced environment
• Openness to feedback and eagerness to learn
• Adaptability and self-motivation in a remote work setting

Preferred but not required:

• CompTIA A+ certification
• Experience working in Electronic Health Record (EHR) systems
• Familiarity with medical terminology

Why Join UnityBPO?

• Mission-Driven Work: Support healthcare teams and improve patient lives through technology
• Career Growth: We invest in your development and pay for technical certifications
• Remote Flexibility: Work from the comfort of your home in NM, TX, AZ, or CO
• Inclusive Culture: We welcome applicants of all ages and backgrounds, including stay-at-home parents and retirees
• Leadership Access: Share your ideas directly with leadership, including the CEO
• Supportive Environment: Be part of a team that values transparency, communication, and collaboration

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Salary Description $14.00 to $16.50