IT Service Desk Analyst

Bg Prevent

8d•$22 - $32

About The Position

The IT Service Desk Analyst delivers Tier 1 technical support to end users across the organization and serves as the first point of contact for IT support requests received by phone, email, and ticketing systems. The role focuses on first-call resolution and supports clinical and business operations, including technical needs that may affect patient care. The analyst troubleshoots a broad range of IT systems, provides consultation and basic instruction, and works to deliver timely, effective solutions.

Requirements

High school diploma or equivalent.
Strong verbal, written, and typing skills.
Excellent customer service, efficiency, multitasking, and patience.
Dependable team player who works collaboratively and cooperatively in a team-oriented environment.
Ability to work independently and make decisions within the scope of the position’s responsibilities.
Professional conduct with team members and end users.
Ability to function in a fast-paced and sometimes stressful environment.
Strategic and analytical thinking to troubleshoot and resolve issues quickly or provide successful alternatives until permanent resolution.
Proactive ability to identify, define, and remotely troubleshoot computer and technical issues.
Initiative, follow-through, and critical-thinking skills; ability to manage multiple priorities in a demanding, fast-paced, meticulous environment and make decisions based on research.

Responsibilities

Provide Tier 1 support for hardware, software, operating systems, telephony, unified communications, networking, and identity management systems.
Receive, triage, and resolve requests through phone, email, and the ticketing system, focusing on first-call resolution.
Diagnose whether issues relate to software, hardware, or networks and determine solutions or escalation paths.
Accurately document incidents, service requests, and troubleshooting steps in the ticketing system.
Manage and prioritize assigned tickets, providing timely updates, resolutions, and communication to end users.
Support access requests, including provisioning and deprovisioning accounts in compliance with security policies.
Collaborate with internal teams, vendors, and external partners to resolve complex or non-routine technical issues.
Provide just-in-time user training and guidance.
Maintain service level agreements through prompt, professional communication.
Contribute feedback and updates to knowledge documentation to improve service desk operations.
Monitor and report service desk performance and identify process-improvement opportunities.
Escalate high-priority or sensitive issues to management when necessary.
Perform remote troubleshooting using remote control tools, asking pertinent questions and identifying alternatives when needed.