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# IT Service Desk Analyst I

- **Company:** Advocate Aurora Health
- **Location:** Charlotte, NC, United States (Remote available)
- **Experience:** Starter
- **Salary:** $50,128.0 - $75,192.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Information Systems, Database Theory, Desktop Computing, Wide Area Networks
- **Published:** October 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0914567d78fac826

## About the Role

High School Graduate or equivalent.
*

Experience Required:

 * Typically requires 1 year of experience in customer service, call center, or Service Desk support., * Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system.
 * Strong technical aptitude with the ability to learn quickly and support software applications.
 * Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
 * Ability to manage multiple priorities in a dynamic work environment.
 * Analytical and problem-solving skills.
 * Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level.
 * to use/manage a standard multiple-line telephone system.
 * Ability to maintain confidentiality and work as a team.
Ability to determine issues that may have an adverse business impact if not properly escalated.
*

## Description

* Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values.
 * Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
 * Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately.
 * Documents all relevant customer interaction information thoroughly in the service management system.
 * Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to "close" the ticket and maintain a successful call closure rate.
 * Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
 * Performs routine procedures to remedy issues or when requested.
 * Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available.
 * Assists with providing technical hints and tips to proactively assist customers.
 * Adherence to all Advocate Health Policy and Procedures., * Must be able to perform fine hand manipulation when using a keyboard.
 * Position may require occasional travel which may result in exposure to road and weather hazards.
 * Ability to independently work in a remote work environment free from distractions. Potentially exposed to a normal office environment.
 * Operates all equipment necessary to perform the job.
 * The Service Desk supports the organization 24x7x365. Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.