Role Overview
As a Service Desk Analyst, you will serve as the first point of contact for IT support, assisting both clinical and administrative staff with technical challenges. Your primary responsibility is to diagnose and resolve incidents efficiently, whether they involve desktop systems, network connectivity, business applications, or Electronic Medical Record (EMR) platforms. You will work in a professional office setting during standard business hours, with scheduled participation in an after-hours on-call rotation including weekends and holidays.
Key Responsibilities
- Respond to user inquiries regarding hardware, software, and system access, providing clear and empathetic support.
- Log, track, and resolve service tickets with accurate documentation of issues, steps taken, and final resolutions.
- Communicate effectively with users of varying technical abilities, adapting explanations to ensure understanding.
- Apply structured troubleshooting methods to identify root causes and implement timely fixes.
- Escalate complex issues to appropriate technical teams with complete context and documentation.
- Follow established IT procedures and contribute to improving support workflows.
- Offer basic guidance to users to reduce repeat incidents and promote self-sufficiency.
- Prioritize incoming requests based on urgency and business impact.
- Collaborate with team members and maintain consistent performance both independently and in group settings.
- Remain available for on-call duties as scheduled outside regular working hours.
Required Qualifications
- High School diploma or equivalent.
- Proven customer service experience with a focus on technical support.
- Strong verbal and written communication skills.
- Ability to handle sensitive information with discretion and professionalism.
- Problem-solving aptitude with attention to detail and follow-through.
- Organizational and time-management skills to handle multiple concurrent tasks.
- Basic understanding of computer hardware, operating systems, and common business applications.
- Familiarity with ticketing systems and service desk protocols.
- Knowledge of networking fundamentals such as Wi-Fi, VPN, and peripheral connectivity.
- Ability to clearly document technical processes and resolutions.
Preferred Qualifications
- Prior experience in IT support, healthcare, or retail settings.
- CompTIA A+ or equivalent certification such as the Google IT Support Professional Certificate.
- Experience with eClinical Works or similar EMR systems.
- Understanding of medical records environments and healthcare operations.
- Background supporting Electronic Medical Record (EMR) platforms.
Work Environment
This is an onsite position in a professional office environment. Standard hours are Monday through Friday, 8:30 a.m. to 5:30 p.m., including a one-hour lunch break. The role includes a rotating on-call schedule to support after-hours needs.
Benefits
Eligible employees receive a competitive salary and access to a comprehensive benefits package, including multiple medical plan options, dental and vision coverage, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and a 401(k) retirement plan with employer matching. Additional voluntary benefits include life insurance, disability coverage, critical illness protection, and discounts on auto and home insurance.
Equal Opportunity
Applicants with disabilities that require reasonable accommodations to perform essential job functions are encouraged to apply. Adjustments will be made as needed to support equitable participation in the hiring process and job duties.
