Service Desk Analyst

Job Summary

To provide essential front-line IT support in a remote capacity, the contract Service Desk Analyst will manage incoming incidents and service requests, ensuring timely resolution of technical issues in a high-volume healthcare environment.

Key responsibilities

• Serve as the primary point of contact for end users, handling Level 1 IT support across multiple hospital networks
• Perform initial troubleshooting of technical issues and escalate problems as necessary while adhering to service level agreements (SLAs)
• Maintain a high-quality customer support experience in a 24/7 service desk environment

Required qualifications

• Minimum of 1 year of IT support experience in healthcare, government, or large enterprise environments
• Bachelor's degree in a relevant field or equivalent combination of education, training, and experience
• Familiarity with EDP systems, data processing tools, or enterprise applications
• Exposure to IT service management (ITSM) practices
• Willingness to support rotating shifts and operational coverage needs