IT Service Analyst I

Capital Health (US) • Lawrenceville, GA

1d • $23 - $30 • Onsite

About The Position

The IT Service Analyst I provides 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 IT, Computer Science, or related field preferred. Equivalent work experience may be considered.
• Prior experience in IT support, customer service, or a technical role is a plus — not required
• Recent grads, career changers, and candidates building their first IT role encouraged to apply
• Coursework, internships, personal projects, and self-study will be considered
• CompTIA A+ (must be obtained within 6 months of hire)
• Windows 10/11, macOS, iOS, and Android operating systems.
• Active Directory and Azure AD / Entra ID — password resets and user access management.
• HIPAA and healthcare data privacy basics.
• Cerner and athenahealth EHR support; willingness to learn required.
• Citrix virtual desktop — session resets, login failures, reconnection issues.
• Microsoft 365. Outlook, Teams, SharePoint troubleshooting.
• MFA enrollment and re-enrollment via Microsoft Authenticator and DUO.
• Drive mapping, VPN, and remote access basics.
• VoIP, softphone, and mobile device management basics.
• Strong troubleshooting and communication skills.
• Ability to support clinical users with varying technical literacy.
• Freshservice or equivalent ITSM ticketing experience a plus

Nice To Haves

• ITIL Foundation
• Microsoft Modern Desktop Administrator
• Network+

Responsibilities

• First point of contact for IT support via phone and email.
• Level 1 troubleshooting for desktops, laptops, mobile devices, and printers.
• Password resets, account unlocks, and access management in Active Directory and Azure AD
• Citrix session and login troubleshooting — failed connections, session resets, reconnection errors
• Microsoft 365 support — Outlook connectivity, Teams errors, SharePoint access, licensing
• MFA enrollment and re-enrollment via Microsoft Authenticator; escalate persistent failures to Tier 2
• Drive mapping failures and network share access for remote and on-site users
• Cerner and athenahealth application support; escalate issues beyond L1 scope
• VoIP and telecom troubleshooting including softphone applications
• VPN and remote access support.
• Ticket logging in Freshservice with detailed documentation of issue, steps taken, and resolution.
• SLA compliance — triage and prioritize tickets based on urgency and clinical impact
• Follow defined escalation paths with full handoff context documented
• Guide users to self-service resources.
• HIPAA-compliant handling of all support interactions and data

Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA) - Healthcare
• FSA - Dependent Care
• 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
• 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