Junior Service Desk Analyst

Job Summary

Providing Level 1 IT support in a remote capacity, the contract Junior Service Desk Analyst will assist in managing incidents and service requests while contributing to the improvement of service desk processes within a regional healthcare network.

Key responsibilities:

• Assist in managing Level 1 interactions, incidents, and service requests from report to resolution under guidance
• Provide support to end-users, striving to resolve issues at Level 1 and learn to serve as a single point of contact for service desk activities
• Contribute to the ongoing improvement of service desk processes and assist in prioritizing and documenting end-user tickets

Required qualifications:

• Associate's or Bachelor's degree in Information Technology or a related field
• 1-3 years of experience in a service desk or technical support role
• Understanding of ServiceNow and remote desktop tools (e.g., Bomgar)
• Basic hardware and software troubleshooting skills
• Documentation skills related to service desk operations