Service Desk Analyst

Service Desk Analyst (Tier 1) – Healthcare Enterprise IT Environment

Join a leading, large-scale integrated healthcare organization supporting thousands of end users across multiple hospitals, clinical sites, and corporate locations. This team plays a critical role in ensuring seamless IT operations that directly impact patient care and business performance.

Overview

The Service Desk Analyst is responsible for delivering high-quality, Tier 1 technical support across a complex enterprise environment. This role owns the full lifecycle of incident and service request management—including intake, triage, troubleshooting, resolution, and documentation—while providing an exceptional customer experience.

This is a hands-on, user-facing support role requiring strong technical troubleshooting skills, clear communication, and the ability to resolve issues in real time across remote, phone, and in-person channels.

Key Responsibilities

• Provide Level 1 Service Desk support, managing tickets from intake through resolution using ITSM tools (ServiceNow or similar)
• Troubleshoot hardware, software, and access issues across desktops, laptops, mobile devices, and peripherals
• Support Windows 10, MacOS, Microsoft Office 365, and core enterprise applications
• Handle user issues related to Active Directory, Exchange, group policies, profiles, authentication, and system access
• Diagnose and resolve network-related issues (IP, DNS, connectivity basics)
• Support Citrix environments and remote access tools
• Deliver support via phone, remote access, and in-person interactions
• Escalate complex issues appropriately while maintaining ownership and communication with end users
• Maintain accurate documentation, ticket updates, and knowledge base contributions
• Participate in incident management processes and support critical issue resolution
• Continuously build technical knowledge across clinical, enterprise, and security systems

Required Qualifications

• High School Diploma or GED required (no degree required)
• 1–3 years of hands-on Service Desk or IT Support experience in a large enterprise environment
• Proven ability to troubleshoot in a Microsoft-based environment (Windows, Office 365, Active Directory, Exchange)
• Experience with MacOS and mobile device support (iOS, Android)
• Familiarity with ITSM tools such as ServiceNow or Remedy
• Solid understanding of network fundamentals and desktop support troubleshooting
• Strong customer service, communication, and problem-solving skills
• Ability to work independently in a fast-paced, high-volume support environment

Preferred Qualifications

• Experience supporting Citrix environments
• Exposure to Azure/Entra ID
• Familiarity with enterprise hardware (Dell, HP, Apple, Ricoh)
• Experience with ERP systems (PeopleSoft, Workday)
• Exposure to Electronic Health Record (EHR) systems (e.g., Epic)

Additional Details

• Team Size: 5 openings
• Start Date: Late June
• Duration: 3–6 month contract-to-hire (strong potential for long-term growth into advanced IT roles)
• Interview Process: Single panel interview (virtual)
• Shift Options: Day shifts (7:00–3:30 or 9:00–5:00)

What They're Looking For

• Candidates who can hit the ground running (not an entry-level/ramp role)
• Strong hands-on troubleshooting and end-user support experience
• Individuals interested in long-term growth within IT (admin/engineering paths)