Service Desk Analyst I

Help Desk Specialist

As one of the nation's Top 15 Health Systems, recognized by Premier and Modern Healthcare, Valley Health is a place where excellence, compassion, and purpose come together. This distinction reflects our commitment to exceptional patient care, clinical quality, and the caregivers who make it all possible.

The Help Desk Specialist serves as the first point of contact for IT support, providing courteous and timely assistance to end users via phone, email, and remote tools. This role focuses on resolving basic technical issues, documenting incidents and service requests in ServiceNow, and escalating more complex matters following established procedures. The Specialist develops foundational technical and customer service skills while learning organizational systems, policies, and workflows.

Responsibilities and Duties

• Provide first-level support via phone, portal, email, and remote tools
• Log, categorize, prioritize, assign and document tickets accurately in ServiceNow
• Perform basic troubleshooting for hardware, software, account access, and peripherals
• Meet defined SLAs and customer service standards
• Participate in training and continuous learning
• Handles low-to-moderate complexity incidents and requests
• Follows documented procedures and knowledge articles
• Escalates issues appropriately based on defined criteria

Education

High school diploma or equivalent. Associate's degree in an IT field of study preferred.

Experience

Prior IT and customer service experience preferred.

Qualifications

Foundational IT knowledge (Windows, basic networking, common applications)

Strong customer service and communication skills

Ability to follow processes and learn quickly

At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:

• A Zero-Deductible Health Plan
• Dental and vision insurance
• Generous Paid Time Off
• Tuition Assistance
• Retirement Savings Match
• A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
• Membership to Healthy U: An Incentive-Based Wellness Program

Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.

To see the full scale of what we offer, visit valleyhealthbenefits.com.