Responsible for providing Tier-1 technical support by receiving and triaging all incoming phone calls, emails, and tickets to the Information Services (IS) Service Desk, with the goal of first call resolution. This position addresses immediate customer needs, particularly those related to clinical care for patients. Key responsibilities include providing consultation, support, and basic instruction to users of hardware, software, operating systems, telephony, unified communications, identity management, networking, and other IT systems throughout WakeMed. The analyst differentiates between issues related to software, hardware, or network, determines resolutions, or escalates to appropriate support personnel. They consult with clients, technicians, specialists, and analysts, including working with vendors and external organizations to gather relevant information and resolve non-routine technical problems. Additionally, the analyst provides just-in-time training to users as needed. Handling systems access requests involves ensuring timely and accurate provisioning and de-provisioning of user accounts and permissions, ensuring compliance with organizational policies and procedures related to systems access and security, and collaborating closely with the identity management and other Information Services teams to streamline access request processes and improve efficiency. Additional responsibilities include receiving and triaging all incoming support requests via phone, email, and ticketing system, aiming for first call resolution, addressing immediate needs of customers based on their ability to provide clinical care to patients, collaborating with vendors and external organizations to resolve technical issues and improve service delivery, providing feedback to management to help maintain and update the knowledge management system to ensure accurate and accessible information for efficient issue resolution and continuous improvement of service desk operations, monitoring and reporting on service desk performance metrics to identify opportunities for improvement.