IT Service Desk Analyst

IT Service Desk Analyst

We are seeking a proactive and customer-focused IT Service Desk Analyst to join our IT support team. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a passion for delivering exceptional customer service. As an IT Service Desk Analyst, you will be responsible for providing first-level technical support to end-users, troubleshooting IT issues, and escalating complex problems to higher-level support teams as needed.

Key Responsibilities:

• Respond to incoming IT service desk inquiries via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and resolve technical issues reported by end-users, including hardware and software problems, network connectivity issues, and application errors.
• Provide guidance and assistance to end-users on how to use IT systems and applications effectively.
• Escalate unresolved issues to higher-level support teams or vendors, ensuring prompt resolution and minimal disruption to end-user productivity.
• Document all service desk interactions, including issue details, troubleshooting steps, and resolution outcomes, in the IT service management system.
• Follow established service desk procedures and workflows, adhering to service level agreements (SLAs) and quality standards.
• Collaborate with other IT teams to identify recurring issues, trends, and opportunities for process improvement.
• Participate in knowledge sharing activities, including creating and updating support documentation and training materials.
• Stay informed about IT systems, technologies, and industry best practices, continuously expanding technical knowledge and skills.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 1-2 years of experience in an IT support role, preferably in a healthcare or customer service environment.
• Strong technical troubleshooting skills, with the ability to diagnose and resolve hardware, software, and network issues.
• Excellent customer service and communication skills, with the ability to communicate technical information to non-technical users effectively.
• Proficiency in Microsoft Windows operating systems and Office applications.
• Familiarity with IT service management tools and ticketing systems (e.g., ServiceNow, Remedy).
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or HDI Desktop Support Technician preferred.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong attention to detail and a commitment to providing high-quality service to end-users.

Salary Range: $60,000 - $65,000

Equal Employment Opportunity: We are an equal opportunity employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under federal, state, or local law. Reasonable accommodation is available per ADA and applicable state laws.