Service Desk Analyst (IT Support - Level 1) - 26-02687

• Provide Level 1 / 1.5 IT support for incidents and service requests
• Serve as the first point of contact via phone, email, and ticketing systems
• Troubleshoot and resolve issues related to Windows OS, MS Office, password resets, and basic IT systems
• Log, track, and manage tickets through resolution in accordance with SLAs
• Escalate complex issues to higher-level support teams when necessary
• Monitor and respond to auto-generated alerts and service queues
• Maintain accurate documentation of incidents, requests, and resolutions
• Ensure high-quality customer service and user satisfaction
• Follow escalation and paging procedures to meet service level targets
• Contribute to continuous process improvement initiatives
• Participate in special projects and additional support tasks as needed

We are seeking a reliable and customer-focused Service Desk Analyst (Level 1 IT Support) to provide front-line technical support across a large enterprise environment, including multiple hospital networks and corporate operations. This role requires strong troubleshooting skills, excellent communication, and the ability to resolve technical issues efficiently in a fast-paced, remote setting., * Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience)

• Minimum 1 year of experience in IT support or service desk environment
• Experience supporting users in enterprise, healthcare, or corporate environments
• Familiarity with EDP applications and data processing systems
• Experience with ticketing tools such as ServiceNow (preferred)
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication and customer service skills, * Proficiency in Windows OS and Microsoft Office Suite
• Experience with password management and user account support
• Basic knowledge of IT infrastructure, networks, and applications
• Ability to manage multiple tickets and priorities simultaneously