Service Desk Analyst

Service Desk Analyst

Healthcare Realty is a publicly-traded Real Estate Investment Trust that owns and operates outpatient medical facilities throughout the United States. We are seeking a skilled and experienced Service Desk Analyst to join our IT team at our corporate office in Nashville. We offer a competitive salary/benefit package with excellent growth opportunities. The Service Desk Analyst is responsible for providing maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service desk. Primary responsibilities will be end-user trouble resolution and application integration compatibility.

Key Responsibilities:

• Provide Service Desk support and resolve problems to the end user's satisfaction
• Monitor and respond quickly and effectively to requests received through the IT Service Desk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local and remote workstation
• Document and improve internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Document ticket resolution for all tickets in the Service Desk
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Stay current with SaaS and hardware deployments for company-based process improvements
• Respond to security alerts by isolating compromised devices, revoking user access, and properly documenting incidents within the Service Desk

Required Qualifications:

• Bachelors in technology related field or equivalent
• 1 – 3 years of technology experience.

Preferred Qualifications:

• Windows 11
• Active Directory administration
• PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Office Suite 2019 / 365
• Adobe Acrobat
• Client PC connectivity - Ethernet, TCP/IP and Citrix
• File server knowledge
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• OneDrive / Teams / SharePoint Files