We are seeking a customer-focused Service Desk Analyst to provide first-level technical support in a fast-paced clinical environment. This role primarily handles customer incidents and service requests via phone and ticketing systems.
Success in this position requires strong troubleshooting skills, adherence to Service Level Agreements (SLAs), proactive communication, and collaboration with internal IT teams.
Key Responsibilities
- Provide first-level technical support for hardware, software, and peripheral issues
- Troubleshoot desktops, laptops, mobile devices, printers, and network connectivity
- Support user accounts, access management, and security in alignment with IT policies
- Document and track incidents and service requests within the ticketing system
- Install, configure, and maintain end-user software and equipment
- Deliver remote support while maintaining excellent customer service standards
- Install, configure, and maintain end-user software and equipment
- Escalate complex issues to higher-tier IT teams when necessary
Qualifications & Requirements
- Strong customer service and interpersonal skills
- Ability to collaborate effectively within a team environment
- Comfortable working with minimal supervision
- Experience with ticketing systems (JIRA, Salesforce, ServiceNow, etc.)
- Familiarity with Active Directory, Azure, and Microsoft Office 365
- Experience using remote support tools (LogMeIn, ConnectWise, Remote Desktop, etc.)
- Experience with call routing tools (Five9, RingCentral, MS Teams, Zoom, etc.)
