Tier 1 Service Desk

Title: Tier 1 Service Desk Analyst

Duration: 6-month contract, potential extensions.

Location: 902 Inspiration Ave, Altamonte Springs, FL

Pay Rate: $17-18

Start Date: 6/1 or ASAP

Interview: one-and done, 30 min virtual

Remote (mid shift + weekend coverage):

• Tuesday Saturday | 3:00 PM 11:30 PM
• Thursday Monday | 3:00 PM 11:30 PM
• Friday Tuesday | 3:00 PM 11:30 PM

Must Haves:

• Experience in a call center or high-volume call support environment
• Experience using ticketing systems
• Comfortable technical troubleshooting
• Trainable with basic computer skills, browser navigation, and technical troubleshooting.

Plusses:

• ServiceNow
• Healthcare

Day-to-day Responsibilities:

The Tier 1 Service Desk Analyst provides Tier 1 technical support to internal staff across clinical, corporate, and operational departments. This includes resolving account access issues, password resets, account unlocks, multi-factor authentication support, secure login troubleshooting, and basic technical tasks such as printer mapping. The analyst follows defined workflows, documents all tickets in ServiceNow, and escalates issues to Tier 2 when appropriate. Throughout the day, the analyst may shift between the patient support queue and the Tier 1 employee support queue based on call volume and operational needs. When shifting support to the CDS team, the analyst is responsible for supporting both patient users and internal employees in a high volume, hybrid service environment. The analyst manages a steady flow of inbound calls from patients seeking assistance with accessing and using the online health portal. Daily responsibilities include guiding patients through password resets, account login troubleshooting, portal navigation, browser cache and cookie clearing, linking family accounts, and resolving basic access issues. This portion of the role requires strong communication skills, patience, professionalism, and the ability to remain calm when interacting with frustrated or upset patients.