Service Desk Analyst

Clearway Health

4d • $57,000 - $68,000

About The Position

The Service Desk Analyst will support day-to-day operational IT support for Clearway Health, including employee onboarding and offboarding, application access provisioning, and troubleshooting hardware, software, and access issues. This position co-owns the execution and consistency of service desk workflows and provides Tier 1 support for internal systems and approved external client-facing applications routed through Customer Success and internal workflows, ensuring reliable service delivery, strong employee experience, and efficient use of engineering resources.

Requirements

• Bachelor's degree in information technology, Information Systems, or a related technology field (or equivalent practical work experience)
• 1–3 years of experience in an IT support or service desk environment
• Basic experience supporting employee onboarding and offboarding processes
• Familiarity with Microsoft 365 and common enterprise productivity tools
• Experience troubleshooting Windows and/or macOS hardware and software issues
• Basic understanding of user account management and application access provisioning
• Strong customer service, communication, and organizational skills
• Ability to manage multiple requests and prioritize work in a ticket-driven environment
• Knowledge of IT service desk operations and onboarding/offboarding workflows
• Understanding of user provisioning, access management, device setup, and standardized support processes.
• Knowledge of enterprise productivity and endpoint environments
• Familiarity with Microsoft 365, user account administration, and basic device management concepts.
• Understanding of hardware, software, and application support fundamentals
• Basic knowledge of Windows/macOS systems, common enterprise applications, and troubleshooting principles
• Technical troubleshooting and problem-solving
• Ability to diagnose and resolve common hardware, software, and access issues in a timely manner.
• Customer service and communication skills
• Ability to communicate clearly with non-technical users and provide professional, user-focused support.
• Documentation and process adherence
• Ability to follow standardized procedures and maintain accurate ticket notes and knowledge base documentation.
• Ability to manage workload and prioritize requests
• Effectively handle multiple tickets and competing priorities in a fast-paced environment.
• Ability to collaborate and escalate appropriately
• Work with engineering, infrastructure, and vendor teams to escalate and resolve complex issues efficiently.

Nice To Haves

• CompTIA A+ certification preferred
• CompTIA Network+ certification preferred
• Microsoft entry-level or associate certifications (e.g., Microsoft 365 Fundamentals, Azure Fundamentals, or similar) preferred
• Other relevant entry-level technical certifications related to IT support or service desk operations preferred

Responsibilities

• Execute end-to-end employee onboarding, including account provisioning, device preparation, application access, and coordination with hiring managers
• Perform secure and timely employee offboarding, including access revocation, device recovery, and asset tracking
• Fulfill and manage application access requests using standardized provisioning workflows and approval processes
• Provide Tier 1 troubleshooting for hardware, software, and access issues across laptops, mobile devices, and enterprise applications
• Serve as first-line support for approved external client-facing applications routed through Customer Success
• Escalate complex technical issues to IT, engineering or infrastructure teams and coordinate resolution
• Maintain accurate documentation for onboarding/offboarding procedures, troubleshooting runbooks, and knowledge base articles
• Track and manage IT assets, inventory, and service desk tickets within the ticketing platform
• Communicate clearly with end users and stakeholders regarding ticket status, timelines, and resolutions
• Identify opportunities to improve service desk processes, automation, and operational efficiency

Benefits

• We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow.
• At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level