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Service Desk Analyst
2 weeks ago
Location: Fully Remote (Must have own equipment)
Duartion: 3 months (with FTE conversion potential
Schedule Options: 7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)
Typing speed test required for 35+ WPM
Job Description
Provide front-line Level 1/1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.
Key Responsibilities
Technical Support:
Resolve Level 1/1.5 incidents (password resets, MS Office, Windows issues)
Triage and escalate tickets via ServiceNow per SLAs
Monitor and resolve auto-triggered request queues
Customer Service:
Serve as single point of contact for all Service Desk activities
Deliver positive user experiences through prompt resolution
Maintain 24/7 coverage (including holiday rotations)
Operational Excellence:
Track and document tickets from creation to resolution
Follow escalation protocols for critical issues
Contribute to continuous process improvements
Technical Environment
Primary Tools: ServiceNow, performance monitoring systems
Supported Systems: Windows OS, MS Office Suite, enterprise applications
Qualifications
Education (One of the following):
Bachelor's degree in relevant field + 1 year IT experience
Master's in Management/Business/Related Field
Equivalent combination of education and experience
Required Experience:
1+ year in technical support or systems analysis
Proven customer service skills in healthcare/government settings
Experience with EDP applications and data processing
Technical Requirements:
Must provide own equipment:
PC/Laptop with monitor
Headset
Reliable high-speed internet
