IT Service Analyst 1- Full Time, Hope Well

Capital Health • Hopewell, VA

2d • $48,027 - $69,782

About The Position

The IT Service Analyst 1 provides remote, first-line technical support via phone, email, and chat, assisting end-users with hardware, software, application, network, telecom, and access management issues. This role is the first point of contact for IT service requests, ensuring timely resolution, escalation when necessary, and excellent customer service.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.
• 2-3 years of prior experience in IT service desk, remote support, or technical troubleshooting is a plus.
• CompTIA A+ (must be obtained within 6 months of hire).
• Basic understanding of Windows, macOS, and mobile operating systems (iOS/Android).
• Familiarity with Active Directory, password resets, user access management, and IT security best practices.
• Basic knowledge of VoIP phone systems, telecom troubleshooting, and mobile device management (MDM).
• Strong problem-solving abilities and troubleshooting skills.
• Excellent communication and customer service skills for phone-based support.
• Ability to log, prioritize, and escalate IT incidents and requests efficiently.

Nice To Haves

• ITIL Foundation
• Microsoft Modern Desktop Administrator
• Network+

Responsibilities

• Serves as the first point of contact for IT support inquiries via phone, email, and chat.
• Provides basic troubleshooting for desktops, laptops, mobile devices, and enterprise applications.
• Resolves password resets, account lockouts, and access management issues.
• Troubleshoots telecom issues such as VoIP phone connectivity, call routing, and softphone applications.
• Logs all support interactions in the IT ticketing system, ensuring detailed documentation.
• Escalates complex issues to higher-tier IT teams when necessary.
• Assists users in self-service troubleshooting and knowledge base utilization.
• Ensures timely resolution of tickets and maintains high customer satisfaction.

Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA) - Healthcare FSA - Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits – Long Term Disability (LTD)
• Disability Benefits – Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance - Voluntary Life Spouse - Voluntary Life Employee - Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees