IT Service Desk Analyst I

About the role

Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first-level resolvable phone, email, and remote support for the IT Service Desk. Support is delivered via telephone, email, and remote assistance. The analyst may occasionally visit customers on-premise and at remote sites under the direction of the Team Lead, Service Desk Manager, or a designee.

Responsibilities

• Logs, responds to, and resolves Tier 1 first-level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedules work to meet departmental SLAs and accommodate customer needs, including flexing hours (evenings, nights, weekends, holidays) as required.
• Creates documentation for installing and supporting current systems; utilizes and helps manage a software and hardware inventory management system.
• Installs, upgrades, and maintains system and application components on client computing platforms, including hardware repairs, OS and application configuration, and support for all hardware components.
• Provides on-call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
• Follows up with customers and support resources to ensure call completion and customer satisfaction.
• May assist as a resource on special projects, video visits, and provide limited desk-side support for break/fix hardware issues.

Requirements

• 1 year of experience in a Technical Support Call Center setting; hospital experience preferred.
• Must have own transportation to support remote sites and on-call responsibilities.
• Must be flexible to support a 24-hour call center, 7 days a week.
• Able to lift 15–20 pounds frequently and up to 25–55 pounds occasionally.

Qualifications

• High School diploma or equivalent; Technical Certificate preferred.
• Experience with Windows 10, Microsoft Office Suite, and Microsoft Active Directory preferred.
• Skill in imaging, repairing, and maintaining desktops, laptops, tablets, and thin/zero clients preferred.
• Excellent soft skills required.

Licensures & Certifications

Preferred certifications include CompTIA A+, ITIL, HDI, MTA (Microsoft Technology Associate), or MCP.

Working Conditions

• Professional office environment with a dress code.
• Exposure to dust.
• Includes on-call responsibility for desktop support.

GBMC Values

• Respect: Treats everyone with courtesy, fairness, and kindness; fosters a healing environment; listens and responds appropriately.
• Excellence: Strives for superior performance; meets/exceeds customer expectations; pursues learning and self-development; pays attention to detail.
• Accountability: Sets a positive, professional example; takes ownership of problems; plans and utilizes resources appropriately; reports to work regularly and on time.
• Teamwork: Works collaboratively; resolves conflict positively; seeks others' ideas; acknowledges contributions.
• Ethical Behavior: Demonstrates honesty, integrity, and good judgment; respects cultural, psychosocial, and spiritual needs.
• Results: Sets and measures goals; embraces change; improves quality; displays flexibility; achieves results on time.

Pay

Pay range: $54,214.40 – $84,032.31. Final salary offer based on candidate’s qualifications, education, experience, and organizational alignment.