Support Analyst I

We are seeking a customer-focused IT Service Desk Analyst to provide first-level technical support for end users. This role serves as the primary point of contact for IT-related issues, resolving Tier 1 incidents involving hardware, software, operating systems, mobile devices, and peripherals. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service., * Serve as the first point of contact for all IT support requests.

• Troubleshoot and resolve Tier 1 hardware, software, and application issues.
• Escalate complex Tier 2 issues to the appropriate support teams.
• Diagnose and resolve issues via phone, remote support, or on-site assistance.
• Manage service desk tickets from creation through resolution, ensuring accurate documentation.
• Support Windows operating systems, Microsoft applications, printers, PCs, laptops, mobile devices, and peripheral equipment.
• Maintain and prioritize service desk queues to ensure timely issue resolution.
• Follow ITIL-based incident, problem, and change management processes.
• Coordinate with cross-functional teams to ensure efficient service delivery.
• Identify recurring issues and recommend process improvements to reduce repeat incidents.
• Maintain technical knowledge of enterprise hardware, software, and networking technologies.
• Deliver exceptional customer service while meeting established service level agreements (SLAs).

Do you have experience in Windows?, Do you have a High school diploma or GED?, * High School Diploma or GED required.

• Minimum 2 years of experience in IT Service Desk, Help Desk, Desktop Support, or End User Device (EUD) support.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Experience troubleshooting PCs, laptops, printers, mobile devices, and peripheral hardware.
• Basic understanding of networking concepts, including TCP/IP.
• Experience with ticketing systems and incident documentation.
• Excellent analytical, problem-solving, organizational, and communication skills.
• Ability to work independently and collaboratively in a team environment., * Associate degree, technical diploma, or equivalent technical training.
• Healthcare IT or medical service desk experience.
• Familiarity with medical terminology.
• Industry certifications such as:
• CompTIA A+
• ITIL Foundation
• Microsoft Certified Professional (MCP/MCSA)
• CCNA
• ACSP

Core Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Incident & Ticket Management
• Hardware & Software Support
• Remote Support
• Communication & Documentation
• Team Collaboration
• Time Management
• Process Improvement
• Problem Solving

Pay: $32.00 per hour

Experience:

• IT Support / Service Desk / End User Device (EUD): 4 years (Required)
• Hospital or healthcare IT: 2 years (Required)

License/Certification:

• CompTIA Network+ (Required)
• CompTIA A+ Certification (Required)

$32 an hour - Full-time, Contract